Department:
Wholesale Market Unit Salary (£): £, - £, Supplier Operations Manager
Business Unit : Customer Solutions
Division : CS CC Customer Performance
Pay Grade Level : Level - Team Manager
Post end date : -April-
Salary Range : £,; to £,;
Role Type : Full Time Contract
Secondment length : NA
Recruiter : Daniel McCormack
Manager Name : Natasha Haywood
Our people and culture are the heart of our success. That's why we're dedicated to nurturing and growing talent from within, offering our people the chance to expand their skills and explore new career paths.
Whether you're aiming for a promotion or considering a lateral move to a different department, we encourage and support your journey. If you're enthusiastic about learning, eager to advance, and ready to make a significant impact, we want you to take the next step in your career with us.
Join us in our mission to create a sustainable and supportive future for everyone. Let's make great things happen together, because we do more, because we care
EVERYTHING YOU NEED TO KNOW
We’re looking for a Supplier Operations Manager to oversee two of our most important strategic delivery partners — Capita and Network Plus.
In this role, you’ll be responsible for ensuring that our outsourced partners deliver exceptional service that meets contractual, regulatory, and customer experience standards. You’ll act as the primary link between the business and our suppliers, shaping the way quality, performance, risk, and continuous improvement are managed across the end‑to‑end operation.
This is a high‑visibility role where your ability to build relationships, influence outcomes, and drive performance will directly improve customer experience and support the strategic goals of the WMU.
What you’ll be responsible for:
Relationship & Stakeholder Management
1. Act as the primary business interface for Capita and Network Plus.
2. Build strong, constructive, and collaborative relationships with operational and senior stakeholders.
3. Lead governance forums, performance reviews, and strategic discussions.
4. Manage escalations, ensuring timely resolution and minimal business impact.
5. Coordinate internal teams across Operations, Finance, Commercial, Technology, and Compliance.
Performance & Contract Management
6. Monitor and report on KPIs, SLAs, and service quality metrics.
7. Ensure compliance with regulatory requirements and internal governance standards.
8. Analyse performance trends to identify risks, opportunities, and root causes.
9. Hold partners to account for underperformance and ensure corrective actions are delivered.
Continuous Improvement & Delivery Excellence
10. Drive continuous improvement initiatives to enhance customer experience and reduce failure demand.
11. Support transformation programmes, operational changes, and system enhancements.
12. Use data, insight, and evidence-based recommendations to inform improvements.
Commercial & Financial Management
13. Support contract renewal, variation, and commercial negotiation activity.
14. Track budgets, cost-to-serve impacts, and financial performance relating to partner operations.
15. Ensure outcomes deliver value for money and align with wider business strategy.
Risk, Compliance & Assurance
16. Maintain and manage partner risk registers and ensure robust controls are in place.
17. Ensure compliance with data governance, privacy, and information security standards.
18. Support audits and ensure recommendations are implemented.
HOW WE WORK
In WMU collaboration sits at the heart of everything we do. We work closely with our partners, combining insight, expertise, and openness to deliver outcomes that truly matter. You’ll be joining a team that values curiosity and continuous improvement. a place where data guides decisions, ideas are encouraged and everyone plays their part in raising performance.
Success in this role means shaping strong, trust‑based relationships with Capita and Network Plus, creating a shared sense of purpose and accountability.
It means helping the operation run smoothly and transparently, tackling issues before they escalate, and championing improvements that make a real difference for customers. You’ll play an active role in transformation, driving better ways of working and helping to create an environment where performance is understood, risks are managed proactively, and progress is visible.
You’ll join a collaborative, data‑driven, and improvement‑focused team here. We pride ourselves on openness, strong ownership, and working together with our partners to deliver the best outcomes for customers and the business.
WHAT WE’RE LOOKING FOR
We’re looking for someone who thrives on building strong partnerships and isn’t afraid to lean into complexity. You’ll bring experience in managing suppliers or key accounts, along with the confidence to navigate diverse stakeholders and hold meaningful, constructive conversations, even when they’re challenging. Data will be one of your strongest tools: you know how to translate performance insight into action, how to spot patterns, and how to use evidence to influence outcomes.
This role suits someone who works with curiosity and intent. You’re organised, resilient, and comfortable taking ownership, especially when performance, service quality, or customer outcomes depend on your decisions.
A background in outsourced operations, regulated environments, utilities, or service delivery would be helpful, but what matters most is your ability to connect people, drive accountability, and champion improvement.
You’ll be someone who builds trust quickly, collaborates naturally, and keeps the bigger picture in mind. Someone who cares about getting things right for customers and who brings energy, clarity, and purpose to the work we do.
Essential Experience & Skills
19. Proven experience in supplier management, account management, or partnership management.
20. Strong relationship‑building and stakeholder management skills.
21. Ability to analyse performance data and translate insight into action.
22. Experience working in complex, multi‑stakeholder operational environments.
23. Confident communicating, negotiating, and challenging to drive accountability.
24. Strong problem-solving ability and organisational skills.
HOW WE’LL REWARD AND CARE FOR YOU IN RETURN
It's not just a job; it's a career. We offer benefits that reward great work and award-winning training to help you reach your potential. Plus, you'll contribute to the environment and community too. Here are some of our favourites:
25. Competitve salary offering of £, - £,
26. days holiday + bank holidays (and the ability to buy/ sell up to days per year)
27. Annual bonus scheme (of up to £,, which is subject to eligibility)
28. Family-friendly policies (including a year off fully paid maternity and adoption leave)
29. Leading pension scheme – we will double your contribution (up to % when you contribute ;
30. Sharesave – the chance to buy Severn Trent plc shares at a discounted rate
31. Dedicated training and development with our Academy
32. Electric vehicle scheme and retail offers
33. Two paid volunteering days per year