Service Delivery Manager- B2B and B2C

The core function of this role is to support successful delivery of smart metering programme across domestic and B2B customer base as well as managing portfolio performance of both smart and AMR meters.

The role focuses on coordinating stakeholders, analysing portfolios, resolving issues, and driving continuous improvement to meet regulatory, operational and customer satisfaction objectives.

Key Responsibilities

• Manage the smart meter roll out on a day to day basis
• Liaise with external stakeholders to deliver smart meter roll out targets
• Liaise with internal stakeholders to deliver B2B smart/AMR targets
• Work with 3^rd party agents to ensure quality of installations
• Proactively analyse metering data to identify root cause and continuous operational improvement opportunities to enhance smart and AMR portfolio health, reduce costs and enhance our revenue growth whilst remaining compliant.
• Work with 3^rd party agents to deliver portfolio health improvements across smart and AMR
• Negotiate work priorities with stakeholders and provide reports to management and stakeholders on project and task status
• Update regular KPI reports and provide timely insight to the management team
• Keep up to date with any relevant compliance and regulatory changes, and own the delivery of process changes to ensure compliance within the department
• Lead small team of energy experts – looking after and supporting your direct reports with 121’s, clear objectives and managing workload.
• Monitor departmental systems, raise bugs accordingly and report on outcomes to stakeholders.

Skill Set Required

• Understanding of systems, processes and data used within the energy industry and those used within our business; particularly uSmart, Salesforce, SFE, AFMS, Junifer & Ecoes/Xoserve
• Good understanding of smart metering
• Good understanding of AMR metering
• Experience in management of delivery plan
• Ability to analyse data to identify root cause and operational improvement
• Able to assimilate and understand new, technical and compliance information
• Excellent planning and organisational abilities
• Experience of working with and managing third party providers
• Experienced in challenging views and assumptions to investigate and understand root issues
• Strive for excellence, with exceptional attention to detail and a high focus on quality
• Be highly customer focused and be driven to satisfy customer requirements
• Energy Industry knowledge
• Excellent stakeholder management, communication (both written and oral) and listening skills
• Methodological and organised approach to work
• Have an exceptional eye for detail with the ability to identify and interpret trends
• Able to organise and manage own workload and prioritise tasks
• Able to work under pressure and meet targets and deadlines

What's in it for you...

Healthcare plan, lfe assurance and generous pension contribution
Volunteering day
Hybrid working
Various company discounts (including shops, days out and events)
Holiday of 25 days (plus bank holidays) & ability to buy/sell days
Cycle to work scheme, car pooling and onsite parking available

As a valued member of the team you will be supporting the Group Environmental policy and its associated targets to make the Green Britain Group net carbon neutral by 2025

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment. 

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass. 

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.