Energy Services Manager – Heat Networks

You will have direct responsibility for ensuring the efficient, reliable, and customer-focused delivery and operation of heat network services to ensure all our contractual, regulatory and customer-facing obligations are always maintained.

As the Energy Services Manager for Heat Networks, you will be an intrinsic member of the team that will deliver heating and cooling solutions to some of the most prestigious developments in the UK.

• Work closely with project delivery teams to review designs, installation plans, and commissioning processes to ensure smooth and seamless handovers from delivery to operations.
• Deliver high-quality customer experience across all touchpoints.
• Ensure that safe, complaint and efficient heat network assets are installed correctly and meet design, regulatory and operational specifications.
• Lead post-installation and asset inspections and acceptance processes to verify asset readiness and performance including all compliance, completions and records assurance.
• Lead performance review meetings and support subcontractors in achieving continuous improvement.
• Lead initiatives to improve customer satisfaction and engagement across heat network services.
• Ensure that supply interruptions and customer satisfaction are adequately reported.
• Conduct regular audits and reviews of subcontractor activities, ensuring compliance with contractual obligations and safety standards.
• Act as the primary escalation point for customer issues, ensuring timely resolution and communication.
• Manage and monitor the performance of subcontractors responsible for operations and maintenance of heat networks.
• Support our construction and operational partners to build their knowledge base and technical offering to deliver heat network solutions for ESP to adopt.
• Develop and enforce availability, efficiency and cost KPIs and SLAs to ensure high standards of service delivery.
• Manage compliance with our heating and cooling supply standards.
• Leveraging existing ESP systems, and in conjunction with our operational partners, implement an asset management system to monitor asset performance ensuring compliance with asset maintenance, replacement and regulatory requirements.
• Collaborate with customer service teams to develop and implement service standards and feedback mechanisms.
• Monitor customer feedback and complaints to identify trends and drive continuous improvement.
• Establish the systems needed for pay as you go, meter data management and customer relationships management platforms.
• Identify and resolve issues related to asset performance, durability, and lifecycle management.
• Oversee and manage the performance of subcontractors delivering operations and maintenance.
• Assist the ESP operations team to ensure that heat network assets are installed to specification and are fit for purpose.

This will be a remote based role but for the first 6 months you will need to be based onsite in our Leatherhead, Surrey office on a hybrid basis.

• Experience managing delivery, and operation and maintenance subcontractors, and enforcing performance standards.
• Our technical compliance standards to the forthcoming Heat Network Technical Assurance Scheme, and regulatory requirements to meet Ofgem or Heat Trust Scheme rules, for energy generating assets, distribution networks, customer connection technology such as heat interface units, and the metering and control technology to ensure assets are operating.
• Relevant qualifications in engineering, energy management, or building services (desirable).
• Minimum 5 years of experience in energy services or heat network management roles.
• Professional certification in operational management, project management or energy systems (e.g., PMP, CEM) is advantageous.
• Health and safety certification (e.g., NEBOSH, IOSH) preferred.
• Excellent communication, stakeholder management, and problem-solving skills.
• Bachelor’s degree or equivalent in engineering, Energy Management, Building Services, or a related field.
• Compliance with our service level agreements for the supply of heating and cooling to our customers; and,
• Strong understanding of customer service principles in a technical or utility environment.
• Proven experience in managing heat networks or similar energy infrastructure.
• Technical knowledge of heat network systems, including design, installation, and commissioning.