DescriptionAs Head
of Operations, you will take overall responsibility for the
operational delivery of the Dŵr Cymru Welsh Water
contract. You will lead all
operational areas, including direct delivery and reinstatement
activities, through the line management of Operations Managers and
Reinstatement Operations Managers. You will oversee subcontractor
performance, ensure operational programmes are delivered safely and
efficiently, and drive continuous improvement across all delivery
areas. A crucial part of your role
will be to own the operational safety of our delivery teams and
ensure full compliance with all health, safety, welfare, and
environmental requirements. You will work closely with the client
to support the achievement of Outcome Delivery Incentives (ODIs),
maintain the contract’s committed SLAs, deliver consistently high
levels of customer satisfaction, and ensure the contract achieves
its P&L targets. You will also
liaise closely with planning, customer, Streetworks, commercial,
and safety advisors to ensure seamless programme delivery and
effective client engagement.Key
Responsibilities Provide
overall leadership of all operational delivery areas within the
Welsh Water contract. Line manage and develop
Operations Managers and Reinstatement Operations Managers, ensuring
clarity of roles, accountability and performance.
Own the operational safety of all delivery teams,
ensuring that risk is well managed and that safe systems of work
are embedded in all activities. Oversee and
manage subcontractor performance, ensuring safe, efficient, and
cost-effective delivery. Ensure all work is
carried out in full compliance with health, safety, welfare and
environmental regulations. Liaise effectively
with the Support Services Manager to ensure planning, customer,
streetworks, commercial, and safety advisors are linked into and
integrated seamlessly with delivery. Maintain
compliance with Welsh Water technical standards and specifications
and Network Plus quality systems. Work
collaboratively with the client to deliver operational programmes
that support achievement of ODI targets and committed
SLAs. Ensure adequate levels of labour,
materials, plant and subcontractor resources are maintained to meet
client requirements. Monitor customer service
standards, addressing any issues proactively and embedding a
right-first-time approach. Engage directly
with customers where required to resolve complex or escalated
issues, ensuring that Welsh language preferences are
respected. Take accountability for achieving
contract P&L targets, including monitoring costs, productivity,
and value recovery. Provide strong commercial
awareness, supporting the commercial team in effective cost
capture, billing, and reporting. Motivate,
coach and develop teams, ensuring training needs are identified and
delivered. Share best practice across
operational areas, driving efficiency, performance and continuous
improvement. Deputise for the Contract
Director and input to NPS executive meetings / reports as
required. Experience and
Qualifications Proven
senior leadership experience in utility operations (clean water
preferred). Experience of managing large
operational teams, including line management of
managers. Strong experience in subcontractor
management. Commercial acumen and a track
record of delivering against P&L targets.
Strong client-facing and collaborative working skills,
with a track record of building positive relationships.
Relevant qualifications and authorisations.
Supervisor Street Works Qualification (NRSWA).
Deep excavation knowledge and experience.
Health & Safety qualification (e.g. SMSTS, NEBOSH,
IOSH) – desirable. Excellent communication,
leadership and people management skills.
Awareness of and commitment to Welsh language and
cultural requirements in service delivery.
Proficiency in IT systems including Microsoft Word and
Excel. Full UK Driving Licence.
Salary and
BenefitsWe offer a competitive
salary based on experience along with a full benefits
package. Network Plus is
proud to be an Equal Opportunity Employer. We celebrate diversity
and do not discriminate based on race, religion, colour,
nationality, sex, sexual orientation, age, veteran status,
disability status, or any other applicable characteristics
protected by law. We are
Armed Forces-friendly. We welcome applications from ex-Armed Forces
personnel, reservists, armed forces veterans, cadet instructors and
military spouses/partners.
We understand that privacy and the security
of your personal information is extremely important. By applying
for this role, you agree to the terms of our privacy
policy. About
Network Plus Network Plus is an award-winning
business delivering essential utility and infrastructure services
for the UK’s major providers of gas, power, telecoms, transport,
water, and wastewater.
We value the variety of experience,
perspective, and other points of difference our workforce, clients,
and supply chain offer.
We are actively working with colleagues
across the Network Plus Group to develop an inclusive environment –
we want all our employees to feel valued and included to enable
everyone to thrive at work and understand the value of their
contribution matters no matter their background, identity, or
circumstances.