Delivery Manager

Delivery Manager – Complaints Turnaround Programme

13–18 month Fixed Term Contract - 36 hours per week - Hybrid – Swindon base

We are relocating to new office premises at Newbridge Square, Swindon during 2026.We have an exciting opportunity to join Thames Water as a Delivery Manager within our Complaints Turnaround Programme.

This is a fast‑paced, hands‑on role where you’ll work across the organisation to identify opportunities for improvement, shape solutions, and deliver change that makes a real difference for our customers.

You’ll help improve customer journeys by making experiences clearer, simpler and easier to navigate, while bringing pace, structure and focus to delivery.

What you’ll be doing as a Delivery Manager

You’ll work closely with agile product and delivery teams to ensure solutions are well‑defined, thoroughly tested, and deliver real business value — while minimising risk to customers and performance. Alongside this, you’ll partner with the business to deliver smaller change initiatives quickly and effectively.

Key responsibilities include:

• End‑to‑end ownership and delivery of assigned initiatives.
• Developing initiatives through a customer‑centred approach, using insight and analysis to shape solutions that make processes simpler, clearer and easier for customers to navigate.
• Applying a structured approach to delivery, with strong planning and prioritisation skills.
• Driving progress with the tenacity to see initiatives through to completion, ensuring change lands effectively and delivers a better customer experience.
• Engaging, influencing and collaborating with multiple stakeholder groups to build trusted relationships and secure buy‑in.
• Translating end‑user needs into clearly defined and prioritised requirements that help create straightforward, easy‑to‑understand customer and colleague experiences.
• Providing clear problem statements to delivery teams and working collaboratively to design practical solutions that make it easier for customers and colleagues to get things right first time.
• Ensuring solutions meet business needs and demonstrating progress by measuring the business value delivered.

What you’ll bring to the role

To thrive in this role the essential criteria is:You’ll bring a strong focus on improving the end‑to‑end experience, helping to create solutions that are clear, human and easy to use for both customers and colleagues.

• Strong stakeholder management skills across all levels, with a customer‑first mindset.
• Confidence working closely with business areas to understand challenges, positively challenge assumptions, and shape solutions.
• Energy and resilience across the full project lifecycle from definition and design through to delivery and closure.
• Proven ability to elicit requirements using interviews, workshops, use cases, scenarios, and workflow analysis.
• Experience delivering continuous improvement initiatives within cross‑functional teams.
• Ability to rapidly understand new business areas, emerging trends, opportunities and constraints.
• A self‑starter with an inquisitive mindset, strong problem‑solving skills, and a love of working in a fast‑paced environment.

We’d be particularly interested if you have:

• A solid working knowledge of Excel and PowerPoint.
• Strong presentation skills, with the ability to simplify complex analysis and support strategic decision‑making.

What's in it for you?

• A starting salary of £44,080 and up to £60,000 per annum depending on skills and experience 
• Annual Leave -  26 days holiday per year increasing to 30 with the length of service. (Plus bank holidays)
• Contributory pension – Defined Contribution - Maximum of 12% -2x employee contribution.
• Personal Medical Assessments – Open to all once a year.
• Wider benefits scheme including our benefits hub, which is packed full of offers and information to save you money and support your wellbeing.

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.