Utilities Performance Manager

Performance and Delivery Manager Location: Hybrid, Can be London, Berkshire, Yorkshire or Essex based with regular travel to locations across the UK The Opportunity Our client is a leading provider of critical utility and emergency-response services, supporting utility companies, businesses, public services and communities across the UK. Operating 24/7, the organisation plays an important role in maintaining essential services during incidents, planned works and infrastructure challenges. They are now looking for an experienced Utility Contracts Performance and Delivery Manager to lead the successful delivery of key utility contracts. This is a commercially focused, client-facing role, responsible for ensuring excellent customer experience, operational performance and sustainable commercial value. Key Responsibilities

• Deliver the utility-contract strategy, aligning commercial objectives with operational delivery.
• Manage the full lifecycle of utility contracts, ensuring consistency, compliance and commercial viability.
• Lead tender submissions and contract renewals, while maintaining compliance on relevant procurement platforms.
• Identify opportunities to grow existing accounts through service expansion, upselling and cross-selling.
• Introduce continuous-improvement initiatives to strengthen contract processes, reduce risk and improve service delivery.
• Chair routine client performance meetings and lead internal reviews of supplier and operational performance, particularly following incidents.
• Work closely with stakeholders across operations, planning, logistics, field teams, commercial, compliance and quality to ensure effective end-to-end delivery.
• Define and monitor contract KPIs, workflows and objectives.
• Build a culture of accountability, responsiveness and service excellence.
• Develop strong, trusted relationships with senior client stakeholders and act as a key escalation point.
• Oversee performance dashboards and reporting, monitoring service delivery and SLAs.
• Provide strategic insight to the senior leadership team on trends, risks and performance outcomes.
• Develop and maintain contract-governance frameworks, policies and best practice.
• Share insight on market developments, client needs and relevant industry-compliance trends. About You
• Strong contract and commercial-management experience gained within utilities, logistics, infrastructure or a similarly operationally complex environment.
• Proven experience managing senior stakeholder and client relationships.
• Confident delivering against KPIs, SLAs and contractual obligations.
• Commercially minded, with a track record of identifying account-growth opportunities.
• Strong analytical and reporting skills, using data to drive decisions and improvements.
• Able to work effectively across operational and commercial functions.
• Good understanding of contract governance, compliance and risk management.
• Comfortable operating in a fast-paced, 24/7 service environment. Additional Information This role involves regular UK travel for client and stakeholder meetings, with flexibility to support out-of-hours operational demand at busy or critical times.