IMA Services Manager

Job Description

IMA Services Manager

Location: Huntingdon

Contract: Full-time/12 month Secondment

Salary: dependent on experience and skills

At Anglian Water our values are that together, we will: Build trust, do the right thing, and we are always exploring.

Who we are?

The Integrated Metering Alliance (IMA) is the team that provides new and replacement meters, water saving initiatives and develops new ways to better service our customers.

IMA is part of the Embedded Alliance within Anglian Water, which means they work together with other organisations to form a partnership of skill sharing and using the best person and team for the job.

The successful candidates may be employed by Anglian Water or one of our partner companies – Kier or Clancy.

What will you be doing as an IMA Services Manager

This role is part of the IMA Senior Management team. It is accountable and responsible for the effective and efficient functioning of the IMA Operational Management Centre. It will have overall responsibility for the appointment making, scheduling and Non-Household contact for IMA. It will also be responsible for the management of the customer out bounding interface and the planning of work within levels of service.

What it will take to do this job?

• End to end accountability for scheduling activity within IMA

• Develop overarching strategies that are transformational and look to increase overall performance, whilst delivering improved efficiency and cost reduction

• Accountable for ensuring work is scheduled in line with customer expectations and in line with targets set t Responsible for ensuring that all work is planned and raised to achieve target outputs whilst outperforming financial mandates.

• To achieve whole lifecycle LOS and assist in CMEX, DMEX and BR-MEX delivery.

• Lead transformation of metering office services — working with Head of Household Contact and Billing and Consumption Manager to oversee the redesign of customer-facing processes for inbound contacts related to leaks, complaints, and other metering enquiries, ensuring alignment with wider business transformation initiatives.

• Lead the continued development of the IMA office structure, processes, procedures and systems to identify opportunities for enhancement and to drive out inefficiencies

A little bit about your skills, experience and behaviours

• Considerable experience managing operational/customer services teams

• Education to degree level or equivalent

• Excellent communications skills with ability to undertake effective negotiations

• Excellent collaborative skills with proven track record of delivery in collaborative environment

• Ability to influence a range of stakeholders including external groups

• Excellent communication skills & ability to translate strategy & to communicate the role that others need to take as well as explaining the strategy for getting there.

• Ability to think commercially

• Resolve issues or provide a clear handover

• Take ownership for problems or requests made of me and explain what I will do

• Develop relationships that will build others’ trust in me by consistently showing respect and sensitivity, listening to other perspectives and by sharing my own knowledge and skills

Inclusion is for everyone and we are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an environment where all our colleagues feel they belong.

If you feel this is the next move for you and your career, then please apply today!

Closing date: 12th June 2026

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