Service Improvement Manager

As Service Improvement Manager, you will lead and manage teams to deliver a range of continuous improvement initiatives for our Operations Service contact centre (OSCC).

Working with stakeholders to ensure understanding and support for changes. After implementation, ensure sustainable change by leveraging the quality and assurance methods/processes and use wider data and feedback to measure results and guide next steps.

Additionally, you will provide expert guidance and coaching to operational leaders and teams, empowering them to adopt new practices and sustain improvements over the long term.

You will oversee the delivery of sustainable improvements that support our customers and the environment, collaborating across departments to ensure changes are embedded and effective.

What you’ll be doing as the Service Improvement Manager

• Base location will be Kemble Court, Reading, RG2 6AD
• This is a hybrid role, with the expectation to be in the office and with occasional travel to other sites

• Working hours are 36 hours a week, Monday to Friday

Your main areas of focus will be:

• Promote process excellence, problem-solving, and innovation at OSCC.
• Champion operational best practices.
• Deliver & manage CI projects from start to finish.
• Use project management tools like A3s, charters, RACI, and risk logs.
• Guide teams through change with training and coaching.
• Collaborate across functions to embed improvements.
• Mentor leaders and teams for continuous improvement.
• Align priorities with leaders, frontline staff, and support functions.
• Turn business needs into CI opportunities.
• Communicate progress, risks, and results to stakeholders.

To thrive in this role, we are looking for you to have:

• Track record in service, operational, or continuous improvement leadership at all organisational levels.
• Delivered new processes, training, communications, stakeholder engagement, and adoption.
• Managed competing priorities and influenced decisions without formal authority.
• Facilitated workshops and guided diverse groups to consensus.
• Analysed end-to-end customer journeys.
• Identified service failure points and driven improvements across multiple teams.
• Skilled in both strategic planning and practical execution
• Comfortable with numerical and operational data; able to produce clear, high-quality presentations
• Experienced in baseline measurement, benefits tracking, and impact analysis

What’s in it for you?

• Competitive salary up to £75,000 per annum
• Annual Leave - 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• Car Allowance of £5,800pa
• Performance-related pay plan directly linked to company performance measures and targets
• Generous Pension Scheme through AON
• Private Medical Health Care
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks (Please note different T&Cs apply if on secondment)

Who are we?

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy meaningful career opportunities, flexible working arrangements and excellent benefits.

If you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region, and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

We’re committed to being a great, diverse, and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that’s extra time, accessible formats, or anything else, just let us know. We’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.