Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
M Group Water Division are seeking a highly driven, influential Service Delivery Director to lead our national Service Delivery Centre (SDC) team, around 500 people located across three UK hubs. This is a strategic, high‑impact role responsible for developing and delivering the long‑term service delivery strategy for our Water Division.
You will align operating models, people, processes, and technology with divisional growth plans while driving productivity, reducing cost‑to‑serve, and ensuring exceptional service performance across our operating platforms, including:
- Repairs & Maintenance (R&M)
- In‑Home Services
- Developer Services
- Metering
- Capital Delivery
You will be the senior authority for all aspects of SDC performance, culture, capability, governance and continuous improvement.
As our Service Delivery Director, you will:
Lead & Inspire
- Lead a team of c.500 colleagues across the UK within our “Centres of Gravity”.
- Build a high‑performing, inclusive, and engaged team culture focused on safety, customer excellence, wellbeing and continuous improvement.
Strategic Ownership
- Define and own a 3–5 year SDC strategy and roadmap covering operating models, digital platforms, locations, and capabilities.
- Ensure scalability to support new frameworks, acquisitions, and long‑term growth.
Operational Excellence
- Standardise roles, structures, systems and processes across the SDC.
- Drive continuous improvement initiatives to increase efficiency and service quality.
- Act as senior escalation point for significant customer issues.
Governance & Risk Management
- Lead business continuity planning and incident management.
- Ensure regulatory, contractual and audit compliance across all functions.
- Represent Service Delivery at Senior Leadership Team, client boards and strategic reviews.
Financial & Performance Leadership
- Influence divisional budgeting and investment decisions.
- Deliver measurable cost‑to‑serve improvements, productivity gains, and benefits realisation.
- Oversee performance management across all SDC service lines.
Skills & Experience Required
Essential
- Proven success operating at Senior Manager/Director level.
- Experience managing large teams (100+ FTE; ideally 300+).
- Strong financial acumen: budgeting, business cases, benefit tracking and cost optimisation.
- Demonstrable experience delivering technology‑enabled service transformation (CRM, automation, analytics, optimisation).
- Excellent communication, stakeholder management and influencing skills.
- Exceptional organisational, analytical and planning skills.
- Ability to manage multiple priorities and remain resilient under pressure.
Desirable
Knowledge/experience across some of the following areas:
- Service delivery & customer service
- Call centre leadership
- Planning & scheduling
- Performance management
- Works management systems / digital solutions
- Streetworks
- Experience working in a highly regulated industry (water/utilities/telecoms/transport desirable)
- Incident management
- Long‑term strategic planning
- Ability to quickly mobilise response plans for immediate events
This role offers;
- Matched or contributory pension scheme
- 25 days annual leave plus bank holidays
- Life assurance
- Online GP service, 24 hours a day, 365 days a year
- Executive Health Screening
- Income protection
- Employee assistance programme
- My Rewards portal, access to 1000’s of retail discounts
- Cycle to work, salary finance and give as you earn schemes
- Give as you Earn
- Reward and recognition scheme
- Discretionary Annual Bonus
In addition, this role offers;
- Company car and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Private health care for you and your family plus health Care Cash Plan, giving you the ability to claim back medical expenses for things like dental, eyecare and physiotherapy and much more!
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- We’re ambitious and embrace opportunity, to lead essential infrastructure services for life
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development.
It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
#MGroupW INDREG #LI-LK1