We’re looking for an experienced IT Service Manager (Grade 12) to join our Service Management team on a permanent basis.
In this pivotal, service-focused role, you’ll be responsible for the end-to-end management and integration of IT services supporting critical data platforms, including the Data Integration Platform (DIP). Operating within a multi-supplier / SIAM environment, you’ll ensure services are delivered seamlessly, securely, and in line with ITIL best practice.
Working at the heart of our service model, you’ll play a key role in maintaining service performance, managing major incidents, and driving continuous improvement, supporting Elexon and the wider energy industry to operate effectively.
What you’ll do:
- Own the end-to-end delivery of IT services, ensuring performance against SLAs, OLAs, and KPIs
- Act as the primary point of contact for service delivery, coordinating internal teams and third-party suppliers
- Oversee Major Incident Management, ensuring timely resolution, effective communication, and stakeholder alignment
- Drive continuous service improvement (CSI), enhancing service performance, resilience, and customer outcomes
- Monitor service performance, identify risks and trends, and implement mitigation and improvement plans
- Ensure services are delivered in line with security, compliance, and regulatory requirements
- Maintain high-quality service reporting, documentation, and audit evidence
- Build strong relationships across Technology, Product, Legal, Supply Chain, and external stakeholders
- Support data platform operations, including services underpinning data integration, exchange, and processing (e.g. Azure-based platforms)
- Participate in major incident on-call support on a rota basis
What you’ll bring:
- Strong experience in IT Service Management within a multi-supplier / SIAM environment
- Proven experience managing managed service providers and vendor ecosystems
- Solid knowledge of ITIL frameworks and service management best practices
- Experience leading Major Incident Management and service recovery
- Experience supporting data platforms, integrations, or cloud environments (e.g. Azure)
- Strong stakeholder management skills, with the ability to influence at senior levels
- Customer-focused mindset with a track record of improving service performance and outcomes
- Strong analytical and problem-solving skills, able to manage complex service issues under pressure
- Hands‑on experience with ITSM tools such as ServiceNow
- Highly organised, proactive, and comfortable managing multiple priorities in a complex environment
Experience within the UK electricity market, cybersecurity, or regulated environments would be advantageous, but is not essential.
What’s in it for you:
- Excellent benefits including bonus, private medical insurance, and generous pension scheme
- Opportunity to work on critical national infrastructure supporting the GB electricity market
- Exposure to large-scale data platforms, cloud services, and supplier ecosystems
- Hybrid working with 2 days in our London office
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