Head of Heat Network Operations

Overview

Lead efficient, compliant operation of UK heat networks and oversee subcontractors.

Key Responsibilities

• audit compliance
• asset management
• performance monitoring
• meter data
• customer escalation
• design handover

Tasks

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

Requirements

• heat networks
• pmp
• nebosh
• engineering degree
• 5+ years
• stakeholder management

What You Bring

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. -Compliance with our service level agreements for the supply of heating and cooling to our customers; and, -Proven experience in managing heat networks or similar energy infrastructure. -Professional certification in operational management, project management or energy systems (e.g., PMP, CEM) is advantageous. -Excellent communication, stakeholder management, and problem-solving skills. -Health and safety certification (e.g., NEBOSH, IOSH) preferred. -Technical knowledge of heat network systems, including design, installation, and commissioning. -Relevant qualifications in engineering, energy management, or building services (desirable). -Bachelor’s degree or equivalent in engineering, Energy Management, Building Services, or a related field. -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. -Strong understanding of customer service principles in a technical or utility environment. -Minimum 5 years of experience in energy services or heat network management roles.

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About Esp Utilities Group Ltd

-Founded in 2000, ESP Utilities Group has spent over two decades building vital network links to homes, businesses and communities. -Privately backed since 2016 by 3i, the company secures regulated, long-term revenue through adoption and maintenance of utility connections. -Specializing in last-mile utility adoption, ESP partners with developers, ICPs and SLPs to take on networks and ensure ongoing upkeep. -Their portfolio includes residential estates, commercial sites, new housing developments and large EV-charging hubs. -They’ve pioneered EV-charging infrastructure roll-out, installing ultra-rapid hubs delivering up to 350 kW powered entirely by renewables. -They’ve recently branched into district heating services under a new business line, ESP Heat. -ESP publishes annual and semi-annual financial reports, underpinning a robust, regulated cash-flow model.

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