Business Delivery Manager

Join Thames Water as a Business Delivery Manager in our Wholesale Market Services team and play a pivotal role in driving operational excellence across one of the UK’s most essential services. In this high-impact role, you’ll lead the delivery of key business initiatives, turning strategy into action to improve performance and strengthen customer outcomes. 

We’re looking for a confident leader who thrives in a fast-paced environment, builds strong stakeholder relationships, and inspires teams to deliver measurable results. If you’re passionate about continuous improvement, operational performance, and making a tangible difference every day, this is your opportunity to help shape the future of our service delivery. 

The purpose of this role is to enhance outcomes for Retailers and Business customers by driving improvements across key services and delivering effective solutions to service challenges and opportunities. The role is also responsible for building an engaged, high-performing, and cohesive team, while leading strong partnerships with Retailer Customers to support the achievement of demanding operational targets and consistently meet customer experience expectations. 

What you’ll be doing as a Business Delivery Manager: 

• Deliver continuous improvement in operational performance and customer experience, including
• Leading collaborative projects with retailers, bringing together colleagues across the business and wider market to design and deliver solutions that meet retailer needs.
• Reviewing the NHH supplier base to optimise performance and partnerships, maximise contractual renewals, and leverage opportunities from smart metering transformation.
• Developing and delivering a retailer engagement and communications plan, including leading the account management function.
• Generating customer and operational insight to identify opportunities to improve services and customer experiences.
• Mapping key NHH operational dependencies and driving targeted improvements, business cases, and change initiatives.
• Providing thought leadership to strengthen how we proactively and reactively manage complex work, making processes simpler for retailers.
• Contribute as a key member of the WMS Leadership Team, strengthening performance governance, business planning, reporting, and frontline and supplier engagement.

Location: Hybrid – Clearwater Court, RG1 8DB 

Hours: 36 hours per week, Monday – Friday 

What you should bring to the role: 

• Proven track record of delivering demanding operational performance and quality targets in complex environments.
• Experience of delivering results through collaborative working with business customers, retailers and wider stakeholders.
• Experience in creating and leading high-performing operational teams, both on-site and remotely.
• Skilled in managing third-party supplier performance and holding partners accountable.
• Ability to drive change that improves operational performance and customer experience.
• Inclusive, motivational leader with strong interpersonal skills.
• Innovative and proactive problem-solver.
• Tenacious, resilient, and confident in fast-paced, challenging, and reactive environments.

What’s in it for you? 

• Competitive salary between £52,190 - £78,285 per annum, depending on skills and experience.
• Car allowance.
• Annual bonus.
• 26 days of holiday, rising to 30 with service (plus bank holidays)
• Private medical healthcare.
• Performance-related pay plan linked to company targets.
• A wide range of benefits supporting your health, wellbeing, and finances, including annual health MOTs, physiotherapy, counselling, Cycle to Work schemes, shopping vouchers, and life assurance.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water

Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else just let us know, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.