Service Performance Analyst

Are you a detail-oriented analyst with a passion for operational excellence and performance improvement? Thames Water is looking for a Service Performance Analyst to join our Smart Meter Operations Centre (SMOC)  a team at the forefront of ensuring the seamless delivery of smart metering services.

This is a fantastic opportunity to play a key role in monitoring service performance, driving improvements, and supporting vital business-as-usual (BAU) activities.

What you’ll be doing as the Service Performance Analyst
Operational Support & Incident Management

• Ensuring smooth daily operations by monitoring service performance and supporting BAU processes.
• Coordinating and tracking incidents to ensure timely resolution and effective communication.
• Providing structured feedback to the Technical Lead, highlighting trends and recommending improvements.
• Collaborating with internal and external SMOC team members to resolve issues and maintain system stability.

Performance Tracking & Improvement

• Analysing service metrics to uncover performance gaps and suggest operational enhancements.
• Conducting desktop triage activities and scenario planning to strengthen resilience.
• Producing insightful reports on incident trends and contributing to continuous improvement initiatives.
• Partnering with cross-functional teams to refine workflows and reduce repeat issues.

Stakeholder Engagement & Coordination

• Acting as a key liaison between technical teams and wider business functions.
• Offering operational input to ongoing projects and initiatives.
• Supporting the enhancement of incident reporting and resolution processes.

What you should bring to the role:
Essential Skills

• Proven experience in operational support, service management, or performance monitoring in a technical or utilities setting.
• Strong analytical abilities with a talent for turning data into actionable insights.
• Familiarity with incident management, BAU coordination, and service performance analysis.
• Excellent interpersonal and communication skills, capable of working across technical and business teams.
• Proficiency in using reporting tools, dashboards, and ticketing systems.
• Experience with scenario planning or desktop exercises is highly beneficial.

Desirable Skills

• Background in smart metering, utilities, or technical operations.
• Working knowledge of data analysis tools for tracking performance and resolving incidents.
• Understanding of operability metrics and process improvement methodologies.

Location: Hybrid - Worcester House, Langley SL3 6EY
Hours: 36 hours Monday to Friday

What’s in it for you?

• Competitive salary of £37,000 and up to £42,000 per annum, depending on skills and experience.
• Annual leave: 26 days holiday per year, increasing to 30 with the length of service. (plus bank holidays).
• Access to lots of benefits to help you take care of your and your family’s health and well-being, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.