Monitoring & Control Manager

The Role

We are now looking for an exceptional operational leader to help drive our performance to the next level.

You will report directly to the Central Operations Director and lead a skilled team of shift-based professionals both in our control centre and in the field. You will ensure seamless operation of our treatment works, pumping stations and regional networks, 24/7. This will require you to work with all senior operations teams including our Operational Directors, Technical Chiefs and their senior leadership teams.

Role Accountabilities

• Lead the day-to-day operations of the Integrated Control Centre (ICC), ensuring uninterrupted 24/7 service delivery across the North West.
• Manage and support high-performing team of shift-based professionals, both within the control centre and out in the field.
• Collaborate closely with senior operational leaders, including Operational Directors and Technical Chiefs to drive performance and service improvements.
• Oversee the reliable operation of essential infrastructure and regional systems.
• Coordinate rapid response efforts during incidents, ensuring swift deployment of field teams and resources to maintain exceptional service standards.
  
• Drive operational excellence through the implementation and monitoring of KPIs, SLAs, and real-time performance dashboards to ensure optimal service delivery.
• Lead incident command during major operational events, providing clear escalation, decision-making, and communication across all levels of the organisation.
• Optimise resource planning and workforce deployment to ensure efficient coverage across a 24/7 shift operation.
• Champion continuous improvement initiatives, leveraging data insights, technology, and automation to enhance operational performance and customer outcomes.
• Act as a key liaison between operational, technical, and strategic teams to ensure alignment with wider business objectives.

Essential Skills & Knowledge

• Strong operational management experience, able to deliver service improvements concurrently with cost savings
• Strategic thinking skills and able to understand conceptual models and translate this into transformation activities
• Excellent interpersonal skills to manage relationships across UU and influence key leaders at senior manager level
• Highly developed communication skills able to engage with technology service organisations across the supply chain and to work collaboratively to provide services in an integrated way
• Significant transformation and people change skills
• Detailed understanding of the regulatory model and overall design of the UK water industry
• A good knowledge of customer service, knowing when to escalate and bring to the attention of the customer operation issues that threaten customer service
• Knowledge of the wastewater system and in particular wastewater treatment and network processes

There will be a requirement to participate in the incident support rota.