Position Purpose

Supervise, plan, schedule and complete construction, operation, service, inspection, and maintenance of the Company's water sources of supply, treatment, distribution, and sewer collection systems in New Hampshire, including the repair and restoration of service during emergencies. Responsible for the effective management of local resources as required to meet the company's mission and goals, while ensuring the reliable and efficient delivery of water service to customers. Collaborates with operations and engineering colleagues to ensure the effectiveness of operations business processes and practices; and with Business Development, Communications, and Customer Service personnel to foster successful relationships between Unitil and its service area communities and customers. Ensures that all work activities and interactions with customers, community leaders, and regulators reflect the highest standards for conduct and professionalism.

** The Manager must provide 24/7 emergency response as needed to ensure resources are available for all water emergencies such as leaks, pressure support, system disturbances, production, and public safety issues.

Principal Responsibilities

Time %

End Results

30%

Project Management: Develops and maintains scope, schedules, and budgets for personnel, materials, and other resources as required to ensure the judicious completion of system required maintenance, inspection, construction, service, and operations projects. Establishes and articulates departmental goals, priorities, and expectations. Plans, organizes, and supervises the work of supervisory personnel and field crews to ensure efficient and effective performance. Manage relationships with labor unions and represented employees to resolve conflict and ensure effective work practices. Ensures that system operation, construction, service, and maintenance activities comply with all federal, state, and local regulations, as well as company standards.

• Directs and develops goals, objectives, and schedules to conduct required maintenance and inspection activities. Implements the plan with emphasis on quality and regulatory compliance.
• Directs a comprehensive damage prevention program. Ensures the program is implemented utilizing guidelines from industry best practice, regulatory requirements, and company standards.
• Directs construction activities used for the expansion and/or replacement of the water distribution system. Implements the plan with a strong customer focus and efficient and effective utilization of resources.
• Directs the activities of the water operators and contractors in the administration of service functions, meter handling, and cross connection control.
• Directs the activities of water operators with respect to maintenance of wells, treatment stations and equipment, distribution system equipment and facilities, and pumping and treatment operations to meet demand and water quality targets.
• Oversees water quality sampling in both regulatory and operational testing
• Directs emergency response activities including standby preparedness and response to interruptions of service.
• Ensures the timely completion of all necessary records, paperwork, and documentation needed for accounting, regulatory, asset management, and related purposes.
• Ensures successful cross-boundary interface with other functional areas in the value chain including procurement & inventory, plant records, plant accounting, engineering, and customer service.

15%

Operational Performance: Ensures reliable and cost-effective water service to Unitil customers. Prepares, maintains, and analyzes statistics to measure departmental performance. Benchmarks performance to internal and external sources of data to assess the effectiveness of operating practices and results. Establishes and meets challenging goals to achieve ever higher standards for performance and results. Ensures that operating criteria and standards are aligned with corporate objectives as well as applicable codes, regulations, and industry standards.

• Collaborates with other operations and engineering groups to construct, operate and maintain contemporary, cost-effective, and reliable water and production systems in accordance with appropriate industry codes, regulations, and practices.
• Promotes continuous improvement of all field work activities that affect the water distribution system by developing and implementing an effective QA/QC audit program that utilizes necessary benchmarks from industry standards.
• Develops goals, objectives and strategies to foster a performance driven culture centered on efficiency and effectiveness, while striving to achieve a cooperative relationship between Unitil's labor unions and management.

Fosters an environment and culture of workplace safety, where employee safety and well-being are an integral part of operational performance.

15%

Leadership: Develops and maintains a high-performance work force; acknowledges and rewards employees' strengths and accomplishments. Fosters a work environment of commitment and achievement, setting high-performance standards, and providing the direction, training, and development needed to achieve these standards. Articulates and generates enthusiasm for the Company's mission and goals. Leads by example; demonstrates a strong commitment to Unitil's Core Principles and values and instills this same commitment in all employees.

• Hire and retain talented and motivated employees. Identifies essential skills, provides appropriate training, and clearly articulates expectations for conduct and performance.
• Optimizes relationships between labor unions and management. Identifies short-term and long-term strategies for effective labor relations and labor negotiations.
• Communicates openly by regularly discussing company strategic plans and goals with all employees, encouraging two-way communication, and incorporating feedback.
• Confronts issues, addresses conflict, resolves problems and recommends solutions, which may sometimes require taking a tough principled stand, even if unpopular.

15%

Financial Controls and Results: Responsible for the effectiveness of departmental controls; fosters an appropriate control environment including employee understanding and appreciation of critical controls, control activities, controls monitoring, risk assessment, information, and communication. Ensure departmental O&M and Capital budget results are achieved within established guidelines. Collaborates with other operations functions to develop and manage the local operations and maintenance budget, and with engineering to develop and manage the annual capital budget of additions and improvements to the energy delivery system:

• Designs, monitors, and "owns" control activities that are integral to internal business processes; assesses risks and implements improvements as needed.
• Directs cost-effective scheduling and implementation of construction and maintenance projects ensuring optimum utilization of both internal and external (contract) labor force.
• Approves budgeted projects and expenditures; reviews and tracks schedules, expenditures, and construction progress relative to budget.

15%

Regulatory Compliance: Accountable for the regulatory compliance for all activities that fall within functional responsibility. These duties include, but are not limited to, the following:

• Primary Operator for AWCNH / Unitil
• Ensure timely collection and reporting of water quality samples
• NH DES and NH PUC reporting
• Representation on local Drinking Water Commissions

10%

Strategic Projects: Oversees the analysis and resolution of complex and difficult problems where only general operational guidelines or business principals are available. Champions business opportunities and solutions to strategic issues; participates on cross-functional teams to formulate strategy and develop new approaches to key business challenges. Collaborates on the development and implementation of new systems, processes, and procedures to improve the efficiency and effectiveness of the company's operations at the enterprise level.

• Collaborate with colleagues on cross-functional teams to pursue opportunities for growth and value creation
• Collaborates on the development and implementation of new technology systems to improve operational efficiency and effectiveness
• Develop organizational solutions, and recommend structural changes, to address changing business needs

As Needed

Capitalizes on unplanned opportunities and responds to unforeseen situations; undertakes and completes assignments and special projects as assigned by management.

Qualifications/Credentials

• Minimum of bachelor's degree in Engineering, Environmental Science or similar technical field
• Five years of water utility management experience
• Regular travel between company locations in New Hampshire is required
• Water Works Operator licenses

• Treatment - Class 2
• Distribution - Class 3

• Proficient use of company data management systems
• Strong organizational skills and aptitudes for general problem solving, troubleshooting and attention to details
• Ability and confidence to work independently with minimal guidance from upper management
• Strong and effective communication and facilitation skills with diverse groups including union and non-union staff, corporate staffs and management, customers, government officials, and special interest groups.
• Ability to handle communications with internal and external contracts with diplomacy and tact.

Last Updated: 08/06/2026