Job Title: Business Operations & Service Transformation Specialist Salary: Competitive Location: Walsall Travel: Occasional travel South Staffs Water is looking for a Business Operations & Service Transformation Specialist to help shape the future of our customer delivery and operational performance. This is a high-impact role for someone with deep operational experience in regulated utilities, strong service management expertise within multi-disciplined engineering workforces, and a proven track record of delivering measurable improvements by applying analytical excellence and strategic thought leadership. You’ll work closely with colleagues across the business and transformation partners to embed smarter, simpler, and data-driven ways of working, investing in our front-line managers to help their teams succeed and unlocking exciting improvement opportunities for AMP8. The Role: You’ll be at the heart of operational transformation, designing and delivering the frameworks, tools, and processes that enable our teams to perform at their best. This includes: Strategic Operations : Shaping operational strategies that align with regulatory obligations, customer expectations, and transformation goals. You’ll work closely with our leadership roles, our Regulatory Director, our Customer Director, and our Operational Director. Service Management : Designing and embedding a robust Service Management Operating Model, with clear service ownership, governance, and performance metrics. You’ll deliver credible and actionable insight, that fosters a step change in business performance. Operational Excellence : Supporting front-line and mid-level managers through coaching, structured routines, and performance tools that drive accountability and team success. Process Excellence : Leading enterprise-wide improvement initiatives using best practice methodologies to simplify and improve how we work. Performance Integration : Embedding performance frameworks into transformation delivery to ensure benefits are realised and sustained. What You'll Need: Experience in service management roles within regulated industries such as water, energy, transport, or infrastructure. Proven experience in introducing and embedding a management operating framework, including service ownership, governance, and performance routines. Strong coaching and engagement skills, with a collaborative and credible approach. Expertise in service design, operational analytics, and performance frameworks. Commercial awareness and experience working with multi-million-pound budgets. Degree-level education; advanced qualifications (e.g. Six Sigma, business-related masters) that demonstrate ongoing development in a related discipline are a plus. Why Join Us? This is a chance to make a tangible impact in a business committed to simpler, smarter, better ways of working. You’ll be part of a transformation journey that’s already delivering results—and your contribution will help unlock the next phase. We’re looking for someone who’s expert enough to guide, but practical enough to deliver. If that sounds like you, we’d love to hear from you. What You’ll Get in Return: A competitive salary plus benefits. 25 days holiday bank holidays. Company pension with employer contributions. 24-hour helpline providing free and confidential advice to you and your family on financial, legal, marital, and health matters. Eyecare vouchers – via Specsavers. Employee Assistance Programme (EAP). 24/7 remote GP access. REF-224 239