Description United Utilities have awarded Costain a Managed Service Provider (MSP) Framework contract. Under the contract Costain provide the overall management and delivery of United Utilities’ larger-scale water and wastewater asset maintenance activities across the entirety of its network, including 96 water treatment and 575 wastewater treatment sites, which serves over six million people in the Northwest of England. This long-term contract currently runs to May 2026 with a provision to extend to 2029. The Performance & Improvement manager is a critical part of the MSP team, leading continuous improvement, process evaluation and optimisation to enable high performance from the overall Framework team. The role requires strategic thinking to deliver the long-term goals of the Framework and ensure effective delivery from all elements of the performance & improvement team. The success of the role requires full integration with the service operation, our operational & customer stakeholder teams and a great understanding of the service provision and needs of the customer. This enables an exciting opportunity to drive and lead important improvement activities which support the Framework to deliver a continually improving, excellent service. The day-to-day location of the role can be flexible to meet the needs of the team and client, but with an expectation that there will be presence in the Manchester or UU Warrington office 2-3 days per week to ensure connection and engagement with the MSP team and UU client stakeholders which is key in a fast paced, customer centric, service environment. LI-JA1 Responsibilities Lead transformation and improvement activities for the MSP to drive improved performance and efficiency across all elements of the framework service Lead digital implementation and improvement for the MSP including reporting and insights for project portfolio management Lead systems management, implementation, & improvement of the MSP systems as follows: SPP – MSP Project Management System Dynamics Power BI reporting SharePoint Commercial systems and automations Develop and report contractual KPIs for the framework including performance management of project teams to ensure best KPI performance Lead and coordinate MSP client and internal Costain reporting, including but not limited to MSP Service Review, MSP WLT Performance Review Lead quality management and document control for the MSP ensuring the framework is complying with Costain Quality Management Systems requirements, managing MSP bespoke QMS requirements, and all audits are undertaken as required by Costain procedures Qualifications Strong team leadership & line management experience Strategic thinking and continuous improvement mindset Digital mindset and experience of integrating digital solutions Self-driven activity setting and proactive oversight and problem solving Desirable: Experience in lean/six sigma, process review & efficiencies Construction/Project Management operational background or understanding/experience Good understanding of quality management systems and audit requirements Degree level qualified or equivalent in a construction/project management related discipline