Head of Operational Support

Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.

Where will you be working?

At M Group, we’re enabling the energy essential to support our lives.

We provide an end-to-end service, delivering solutions in electricity transmission, distribution, renewable energy, EV, metering and home decarbonisation.

This is a hybrid role and will be based in our Newcastle office

Want to come and be a part of it?

This role is in our Metering team, our team is responsible for installing, maintaining and managing meters to make sure customers are billed correctly and energy usage patterns are monitored. We leverage our industry expertise and data insight capabilities to create solutions that fit the needs of our customers across the Group.

What will you be doing?

The Head of Operational Support is accountable for the leadership, performance and continuous improvement of the Operational Support function, comprising Demand Management, Capacity Management, Optimisation and Performance Management.

The role provides end-to-end accountability for the planning, preparation, execution and performance review of the operational day, ensuring customer demand, operational capacity and field delivery performance remain aligned to achieve contractual, operational and commercial objectives.

Working closely with key clients, operational leaders and support functions, the role is responsible for ensuring the operational support model delivers the required customer, commercial and operational outcomes through effective planning, governance, resource alignment and performance management.

You’ll be responsible for:

• Leading the Demand, Capacity, Optimisation and Performance Management functions.
• Owning the end-to-end operational day, including planning, preparation, execution and post-performance review activities.
• Ensuring alignment between customer demand, operational capacity and field delivery performance.
• Establishing strategic relationships with client stakeholders to ensure demand forecasts, operational plans and performance objectives remain aligned.
• Ensuring the POD operating model delivers intended customer, operational and commercial outcomes through effective governance and performance management.
• Driving continuous improvement initiatives to enhance productivity, customer experience and commercial performance.
• Leading operational governance forums and ensuring risks, opportunities and corrective actions are effectively managed.
• Providing strategic oversight of forecasting, planning and performance reporting activities.
• Collaborating with Contract Management, Field Operations and Training, Quality & Compliance functions to optimise service delivery.
• Supporting business growth, mobilisation activities and future operational scaling requirements.
• Developing and maintaining operational support strategies aligned to business objectives and contractual commitments
• Creating a high-performance culture focused on accountability, collaboration and operational excellence

What you’ll bring

Essential

• Significant senior leadership experience within utilities, field services, operational support or large-scale service delivery environments.
• Strong experience in operational planning, forecasting, resource management and performance improvement.
• Proven ability to lead multiple operational support functions through periods of growth and transformation.
• Strong commercial awareness and understanding of contractual performance management.
• Exceptional stakeholder management and client relationship skills.
• Excellent analytical and problem-solving capability.
• Experience leading large teams and driving employee engagement.
• Strong communication and influencing skills at all organisational levels.

Desirable

• Experience within smart metering or regulated utility environments.
• Knowledge of Scottish Power operational delivery models.
• Degree-level qualification or equivalent professional experience.
• Experience operating within large-scale outsourced service contracts.

What’s in it for you?

We offer a range of benefits designed to support your life in and out of work, some of which include;

• Matched or contributory pension scheme
• Online GP service, 24 hours a day, 365 days a year
• Employee assistance programme
• My Rewards portal, access to 1000’s of retail discounts
• Life assurance
• Cycle to work, salary finance and give as you earn schemes
• Enhanced maternity, paternity leave and adoption leave
• Reward and recognition scheme

In addition, this role offers;

• 25 days plus additional 1 day per year of service up to 30 days and bank holidays
• 2 paid volunteer days per year

About us

We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.

Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.

• We’re responsible and go further for our people, clients, communities and the planet
• We’re open and seek new and better ways of exceeding expectations
• We’re together and as one team; the whole is greater than the sum of the parts
• We’re ambitious and embrace opportunity, to lead essential infrastructure services for life

Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.

It’s an exceptional time to be a part of M Group.

Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.

For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.

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