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Delivery Lead, Pan UKFO

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Job Description

The Field Optimisation team will look from one end of UK Field Operations to the other identifying and realising opportunities to unlock the full potential of our 15k strong field force to deliver excellent customer outcomes.

The Field Optimisation team will place a strong focus on how we can drive efficiencies – how do we get rid of what can get in the way of our engineers doing a brilliant job – and how can we be more effective - give our people the tools and support they need to get the job done better.

The Delivery Lead will deliver critical change initiatives to ensure delivery of the UKFO Change Plan activity to time and budget.

The Role

  • Deliver projects or programme work streams to support the objectives set out in the business plan for UKFO to agreed outcomes, deadlines and budget.
  • Projects can be pan UKFO or delivering for an assigned business area. In addition support large scale change initiatives from UK Change
  • Act as a key facilitator for change, supporting management through cross functional decisions
  • Undertake business readiness and impact assessments escalating and managing risks and issues to ensure successful implementation of change programmes
  • Stands back from the detail to expose new possibilities in a positive way by challenging assumptions and encouraging positive debate
  • Engage and regularly communicate with direct and non-direct stakeholders on the delivery of the business change to ensure support of the change at all levels of the organisation.
  • Identify key project dependencies, linkages and risks; recommend and drive mitigation strategies to ensure projects are delivered to scope, time, cost and quality criteria. Escalating where necessary
  • Collaborate with colleagues across Field Ops, Customer Ops and UK Change to achieve the required outcomes
  • Report on progress, presenting clear, timely and justifiable conclusions and recommendations for action where decisions are needed
  • Manage issues, and regularly review risks, escalating where relevant

The Person


  • Subject matter expertise on project and change management and business readiness
  • The ability to prioritise, plan, manage and deliver timely and effective change projects (large scale through to continuous improvement)
  • Excellent communication and stakeholder management skills
  • Good knowledge of the operational processes & systems for UKFO
  • Knowledge of British Gas and its customers
  • Providing direction to team, supporting them to achieve planned goals and holding them to account
  • Benefits tracking – ensuring that the agreed objectives and the actual outcomes are achieved and understood, and that lessons from experience are learned
  • Focus on results and desired outcomes and how best to achieve them
  • Remains focused, composed, and optimistic in difficult situations and bounces back from failures or disappointments
  • Stands back from the detail to expose new possibilities in a positive way by challenging assumptions and encouraging positive debate
  • Commercial business understanding
  • Displays an ongoing commitment to learning and self-improvement
  • 2 + years project and change management experience
  • Experience of working with planning methodologies such as Prince 2 Practitioner or Six Sigma
  • A background in a customer focused environment, ideally with engineers in the field • Proven track record of engaging across cross-functional teams
  • An understanding of the drivers of operational excellence and great customer service
  • Understanding of wider British Gas business drivers & standards
  • Understanding of regulatory, quality, safety & other statutory requirements relevant to the industry and service 

Key Stakeholders & Working Relationships

  • Supporting Field Ops @ c15,000 FTE
  • UK Field Operations team
  • UK Customer Operations team
  • UK Home
  • UK Business
  • UK Change
  • HR
  • Finance
  • IS
  • Group HSES
  • Employees of Centrica
  • Centrica support functions including Legal, Conduct, Compliance


  • Certifications Change and project management methodologies as identified

The Company

British Gas, part of the Centrica Group, supplies gas and electricity to UK residential and business customers, provides central heating and gas appliance installation and maintenance and low-carbon and energy efficient products and services.

PLEASE APPLY ONLINE by hitting the 'Apply' button. Please upload your cover letter and CV as one document.

Applications will ONLY be accepted via the ‘Apply’ button. To request an update on this role, or if you have any problems uploading your CV please email typing ‘Update required: Delivery Lead, Pan UKFO R9916591’ in the subject title.

Agencies: Centrica operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to PSL@centrica.com.