Non Household Operability Manager

Non-Household Operability Manager

Help shape the future of smart metering at Thames Water

At Thames Water, we're delivering one of the UK's largest and most ambitious smart metering programmes. We're looking for an experienced Non Household Operability Manager to play a pivotal role in improving smart meter performance, data quality and market outcomes across our non-household customer base.

Working within our Smart Metering Operations Centre (SMOC), you'll lead the Non-Household Field Investigation workstream, ensuring smart meter issues are identified, investigated and resolved efficiently. You'll combine operational leadership, data-driven decision-making and strategic thinking to maximise meter operability, improve market performance and enhance the experience of retailers and customers.

This is an exciting opportunity to work at the heart of the non-household market, collaborating with retailers, industry stakeholders and delivery partners while influencing how Thames Water's smart metering operation evolves for the future.

What you'll be doing as the Non-Household Operability Manager, you'll take ownership of the end-to-end management of field investigations for non-performing smart meter assets, from identifying issues through to resolution and market updates.

Key responsibilities include:
Leading the NHH Field Investigation workstream, ensuring activity is prioritised and delivered effectively.
Using data and insight from platforms such as CMOS and MDMS to identify opportunities and target the highest-value investigations.
Working closely with Wholesale Market Services, retailers and metering teams to agree priorities and communicate outcomes.
Managing delivery partners and suppliers to ensure investigations are completed safely, efficiently and to a high standard.
Driving continuous improvement initiatives that enhance read performance, data quality and first-time-fix rates.
Conducting root cause analysis on meter failures, data quality issues and non-operability, implementing corrective and preventative actions.
Supporting major incidents affecting smart meter performance, consumption data and market settlement.
Owning performance reporting, ensuring KPI, SPI and market measures are tracked, understood and achieved.
Forecasting future workload and resource requirements while supporting budget planning activities.
Designing and refining processes to respond effectively to asset alarms, exceptions and performance issues.
Supporting supplier warranty and returns processes while identifying wider asset trends and improvement opportunities.
Acting as a key operational contact for Wholesale Market Services, providing expert support and maintaining strong working relationships.We're looking for someone who enjoys solving complex operational challenges, using data to drive decisions and influencing positive change across multiple stakeholders.

You'll be someone who:
Continuously looks for smarter, simpler and more effective ways of working.
Thinks strategically while remaining focused on delivering practical outcomes.
Takes ownership of issues and follows them through to resolution.
Builds strong relationships and collaborates effectively across teams and external partners.
Remains calm and resilient under pressure, particularly during incidents or peak operational periods.
Demonstrates integrity, determination and a commitment to delivering improvements.
Can confidently influence and engage stakeholders at all levels.
Has a strong customer and retailer focus, understanding the impact of decisions on service and market performance.What you should bring to the role:
Essential experience

Experience working within smart metering, utilities, water retail or a similar operational environment.
Strong understanding of non-household smart metering processes and how data flows through networks, MDMS and CMOS.
Experience of operational planning, performance management and reporting.
Proven ability to analyse complex data, investigate issues and translate findings into meaningful actions.
Experience managing stakeholders, suppliers and operational delivery partners.
Advanced Microsoft Excel skills and experience using SQL or similar query tools.
Knowledge of KPI reporting, performance monitoring and continuous improvement techniques.
Understanding of GDPR and the compliant handling of customer, retailer and asset data.Desirable experience

Experience working with systems such as MDMS, Salesforce, Power BI, ServiceNow or similar platforms.
Understanding of market performance frameworks, including BRMeX and CMOS market processes.
Experience leading analytical teams or managing technical specialists.Location: Hybrid - Worcester House, Langley SL3 6EY
Hours: 36 hours per week

What’s in it for you?

A Competitive salary of £52,000 per annum
26 days holiday per year, increasing to 30 days with length of service. (plus bank holidays)
Performance-related pay plan directly linked to company performance measures and targets.
Generous Pension Scheme through AON.
Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to 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