Network Operations Supervisor

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

The Role:

The Asset Operations function forms the cornerstone of service delivery to customers, protecting the environment and meeting regulatory standards as well as managing the majority of operational expenditure. The Asset Operations function has responsibility for operational and maintenance strategy, policies, planning and standard operating procedures for Water and Wastewater operations both nationally and regionally, ensuring that value for money and customer service is delivered. 

The Workflow Functional Area is responsible for the management and monitoring of all outdoor work through the full work order lifecycle from planning to closure. This includes overseeing the initiation, dispatch and progression of work orders, processing of service requests, allocating adequate resources, identification of bundling opportunities, identification of work pre-requisites, creation of work orders to be progressed and dispatched to the field, the management of the logistics and stores to enable effective and efficient inventory control, Outage notification & processing and complaint resolution.

Reporting to the Network Operations Technical Lead, the Network Operations Supervisor will oversee a team of Coordinators and Officers and will be responsible for managing all Workflow tasks associated with Outage Management / Water Unfit for Consumption processes arising from our regulatory obligations. The role will require very close liaison with colleagues in Asset Operations, Customer Operations and Assets Programmes to ensure effective end to end service delivery.

Main Duties and Responsibilities:

• Manage all Workflow transactional activities associated with the processing of planned/unplanned outage notifications from Local Authorities/Uisce Éireann Capital Programmes ensuring timely contact is made with Vulnerable/Priority Services Customers for both “in hours” and “out of hours” activities.

• Identify and/or monitor instances of under reporting through analysis of “No Water” and “Low Pressure” calls

• Maintain system capability and processes to provide real-time visibility of Network Operational issues as they arise 

• Oversee “in hours” and “out of hours” management of Workflow activities relating to the identification and contact of Vulnerable/Priority Services customers in situations where Boil Water Notices or Water Restrictions are applied and lifted

• Support all Incident Management data requirements

• Resource and manage the on-call rota for the wider Workflow team

• Escalation of all emerging “no water” clusters to relevant operational points of contact

• Escalation of “no water” calls for vulnerable customers and high priority customers, hospitals, nursing homes, schools, etc

• Manage off-line business continuity processes during periods of systems downtime

• Liaise with all internal and external stakeholders and business partners to ensure end to end process coverage is maintained and key regulatory requirements are met

• Ensure robust data QA processes are maintained.

• Monitor / report on all outage management / regulatory facing KPI’s, and make appropriate recommendations to the business to ensure best practices are implemented and stakeholder expectations are achieved.

• Identify areas of unsatisfactory performance and undertake route cause analysis; proactively recommend and implement solutions; modify processes and systems as required.

• Promote and drive the use of reporting tools and develop self-service options for key users

• Work with management across Uisce Éireann to communicate, promote and share guidance and best practice on work management methodologies, governance and reporting frameworks.

• Oversee people management commitments, ensuring sustainable employee engagement in all areas

• Raise risks and issues, as appropriate, to the Workflow Manager. 

• Actively promote a culture of continuous improvement across the team.

• Understand and contribute to achieving the objectives and targets of the Workflow function and overall departmental business plans.

• Management of a team of Officers and Analysts

• Perform other such duties as required

General Duties and Responsibilities

• Collaboration with key internal stakeholders across the UÉ business.

• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards. 

• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.

• Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.

• Conducts duties and responsibilities in accordance with Uisce Éireann’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information, and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation.

• Other duties as required.

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable 

• A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience 

• Demonstrated people management ability, proactive development, motivation and engagement of staff

• Experience managing a team, with strong people, change management and conflict resolution skills

• Preferred but not essential experience in day-to-day operational management of direct reports

• Experience in the aera of people, change management and conflict resolution skills

• Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team. 

• Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions

• Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements

• Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job 

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