Drainage jobs in Matlock

Head of Operations

Severn Trent Water Framework

Role Purpose

The Head of Operations will provide strategic and operational leadership across the Severn Trent Water framework, ensuring that all areas of operational delivery work together effectively to provide a safe, efficient, commercially successful and consistently high-quality service to the client.

The role will act as the key link between the client and the other operational leads, reporting into the Framework Manager and the wider operation, bringing together operational delivery and data reporting.

The successful candidate will provide clear direction and support to the Operational Leads, ensuring accountability is understood, performance is managed and opportunities for improvement are identified and delivered.

Key Responsibilities

Client & Stakeholder Management

• Develop and maintain strong, professional relationships with Severn Trent Water stakeholders.
• Act as a senior operational point of contact for the client, providing confidence in the framework's delivery and performance.
• Understand client priorities, expectations and challenges and translate these into clear operational actions.
• Lead and support operational meetings, performance reviews and contract discussions.
• Build trusted relationships through transparent communication, ownership and delivery.

Operational Leadership

• Provide overall leadership and direction to the framework's operational teams and Operational Leads.
• Guide Operational Leads in the effective management of their respective areas.
• Ensure operational teams are aligned and working towards common framework objectives.
• Establish clear ownership, accountability and expectations across the operational function.
• Monitor operational performance and intervene where performance, quality, productivity or service levels are not meeting expectations.
• Support the development of a strong, accountable and collaborative operational culture.

Performance, Data & Reporting

• Oversee operational reporting and ensure accurate, timely and meaningful information is available to both internal management and the client.
• Use data and performance information to identify trends, risks, opportunities and areas for improvement.
• Ensure contractual KPIs, SLAs and operational targets are understood and actively managed.
• Work closely with Data and Commercial teams to ensure operational performance is accurately reflected in reporting and financial outcomes.
• Take accountability for operational performance against agreed revenue, cost and margin targets.
• Ensure completed works are accurately recorded and submitted for pricing and invoicing within agreed timescales.
• Lead performance improvement initiatives where required.

Health, Safety & Compliance

• Promote a strong health, safety and environmental culture across all operational activities.
• Ensure operational teams comply with company, client and legislative requirements.
• Support the investigation and resolution of incidents, near misses, complaints and operational failures.
• Ensure appropriate competency, training and certification requirements are maintained.
• Lead by example in demonstrating that safety and quality are fundamental to successful delivery.
• Undertake a minimum of one documented operational site audit per month, covering safety, quality, working practices, equipment and compliance with company and client requirements.
• Maintain a visible presence across operational sites, engaging directly with supervisors and operatives to understand challenges, reinforce standards and identify opportunities for improvement.
• Ensure Operational Leads complete their own required site audits and that overdue actions are escalated appropriately.

Resource & Capacity Management

• Work with Operational Leads to ensure resources are effectively planned and deployed against demand.
• Identify future resource, fleet, equipment and skills requirements.
• Support workforce planning and recruitment decisions.
• Ensure operational capacity is aligned with both current and anticipated framework requirements.
• Identify constraints and risks before they impact service delivery.

Commercial Awareness

• Maintain a strong understanding of the commercial impact of operational decisions.
• Work closely with Commercial and Finance teams to ensure operational delivery supports framework profitability.
• Identify opportunities to increase efficiency, reduce avoidable costs and maximise value.
• Ensure operational risks and opportunities are communicated clearly to senior management.

Leadership & People Development

• Develop and coach Operational Leads, supporting them to become effective and accountable leaders.
• Create a culture where people understand what is expected of them and have the support to succeed.
• Identify development and training requirements across the operational function.
• Encourage collaboration, ownership and constructive challenge.
• Support succession planning, cover arrangements for holidays / absences and the development of future operational leaders.
• Ensure appropriate management arrangements are in place for attendance, absence, conduct, capability and performance across operational teams, working with HR where required.
• Hold Operational Leads accountable for managing their teams effectively and addressing performance concerns promptly.

Key Skills, Experience & Qualifications

Essential

• Proven experience managing teams successfully.
• Experience within the water, drainage, utilities, highways or a closely related operational environment.
• Demonstrable experience managing operational performance against KPIs, SLAs and contractual requirements.
• Proven experience managing and developing operational managers or team leaders.
• Strong experience working directly with clients and senior stakeholders.
• Excellent understanding of operational planning, resource management and service delivery.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions.
• Excellent communication, influencing and relationship-management skills.
• Strong understanding of health, safety, environmental and compliance requirements.
• Ability to manage competing priorities and remain effective in a fast-paced operational environment.
• A proven track record of identifying and implementing operational improvements.

Desirable

• Experience working on a water company or utility framework.
• OS19X drainage qualification.
• Experience working within a contract environment involving multiple operational disciplines.
• Experience managing dispersed or geographically distributed operational teams.
• Experience working with CCTV drainage, high-pressure water jetting, lining or associated drainage services.
• Relevant management, leadership or operational qualifications.
• Experience of contract mobilisation, transformation or operational restructuring.
• Experience managing significant operational change and developing new ways of working.

Personal Attributes

The successful candidate will be:

• A strong leader who provides clarity, direction and accountability.
• Commercially minded, understanding the wider impact of operational decisions.
• Client focused, building relationships based on trust and delivery.
• Collaborative, able to bring different teams and disciplines together.
• Decisive and solutions focused, comfortable making decisions and dealing with challenges.
• Data driven, able to use information to understand performance and drive improvement.
• Approachable and credible, with the ability to engage effectively from frontline teams through to senior client stakeholders.
• Resilient and adaptable, able to operate effectively in a changing environment.
• Focused on continuous improvement, always looking for better, safer and more efficient ways of working.

Measures of Success

Success in the role will be demonstrated through:

• Consistent achievement of contractual KPIs and SLAs.
• Strong client relationships and positive & measured client feedback (NPS).
• Clear accountability across the operational leadership structure.
• Improved communication and collaboration between operational and support functions.
• Safe, compliant and efficient operational delivery.
• Effective use of data to drive operational decisions.
• Improved productivity and resource utilisation, target of 75%.
• Successful delivery of operational improvement initiatives.
• Development of a strong and capable operational leadership team.
• Sustainable commercial performance across the framework.
• 100% completion of required monthly site audits, with corrective actions closed within agreed timescales.

Pay: £45,000.00-£55,000.00 per year

Benefits:

• Company car
• On-site parking
• Private medical insurance

Work Location: In person