IT Service Operations Manager - NESO

About the Role

National Energy System Operator (NESO) recognises the potential of bright and talented individuals and we encourage you to join us as Great Britains energy system undergoes an ambitious exciting and vital transformation. Together with industry we are creating a cleaner more sustainable energy future.

Were now looking for An IT Service Operations Manager. The IT Service Operations Manager will be responsible for establishing and managing the IT service operations function for a newly divested organisation. This role ensures a seamless transition of IT services from the parent company provides operational stability and builds a foundation for a sustainable IT operating model. The position plays a critical role in ensuring continuity of business operations during the separation and in setting up efficient reliable and secure IT services for the standalone entity.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants as well as flexible working arrangements.

Key Accountabilities

1. Service Transition & Establishment:
• Lead the transition of IT services from the parent company under Transitional Service Agreements (TSAs).
• Design and implement new IT service operations processes policies and governance frameworks aligned with organisational needs.
• Oversee the migration of systems applications and infrastructure to the new standalone IT environment ensuring minimal business disruption.
2. Strategic IT Service Management:
• Architect IT service management processes that are agile and scalable aligned with the organisations strategic objectives and business run functions.
• Leverage ITIL best practices to enhance service delivery and adapt to market changes.
3. Service Operations Management:
• Manage the day-to-day delivery of IT services across infrastructure applications networks cloud platforms and end-user services.
• Implement and manage ITIL-aligned processes including incident problem change release and request management.
• Monitor service performance against defined SLAs and KPIs ensuring high levels of service availability and reliability.
• Drive continual service improvement initiatives to enhance IT efficiency and customer satisfaction.
4. AIOps and Automation:
• Implement Artificial Intelligence for IT Operations (AIOps) to enable predictive analytics automated issue resolution and intelligent monitoring.
• Integrate automation tools to streamline operations and optimise resource allocation.
5. SIAM Framework Management:
• Develop a robust SIAM model to coordinate multiple service providers ensuring cohesive and efficient service delivery.
• Establish governance structures for effective service integration and performance management.
6. Vendor & Partner Management:
• Manage relationships with third-party vendors service providers and partners to ensure delivery of agreed services.
• Negotiate service contracts and monitor vendor performance to meet contractual obligations.
• Establish new supplier relationships to support the independent IT landscape.
7. Risk Security & Compliance:
• Ensure IT operations comply with regulatory audit and data protection requirements.
• Work with security teams to implement appropriate cyber resilience disaster recovery and business continuity measures.
• Proactively identify and mitigate risks associated with IT service transition and ongoing operations.
8. Leadership & Stakeholder Management:
• Lead and develop the IT service operations team to deliver high-quality IT support and services.
• Act as the primary escalation point for service issues and ensure timely resolution.
• Engage with business stakeholders to understand IT service requirements and communicate service performance.
• Provide regular reporting to senior leadership on IT operational performance risks and improvement plans.

About You

Essential:

• Proven experience in managing IT service operations within complex environments.
• Strong understanding of ITIL service management principles.
• Experience in IT service transition preferably within divestiture carve-out or large transformation programmes.
• Demonstrated vendor and contract management expertise.
• Strong leadership communication and stakeholder management skills.
• Ability to manage competing priorities in a fast-paced environment.

Desirable:

• ITIL v4 certification or higher.
• Project management qualification (PRINCE2 PMP or equivalent).
• Experience in M&A divestiture or greenfield IT environment setup.
• Familiarity with ISO 27001 COBIT or other IT governance and security frameworks.

Key Competencies:

• Strategic thinking and problem solving.
• Strong organisational and planning skills.
• Resilience and adaptability during periods of change.
• Customer service orientation.
• Results-driven with attention to detail.

About What Youll Get

A competitive salary between 72000 - 82000pa dependent on experience and capability.

As well as your base salary you will receive a bonus of up to 15% of your salary for stretch performance 28 days annual leave as standard and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

As we work towards creating a cleaner greener and more affordable future for all we also work towards creating a place for our teammates to belong with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills enhance your expertise and maximise your potential along your career journey.
• A diverse and inclusive community of belonging where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan comprising of health finance and wealth work/life balance and career benefits.

About Us

National Energy System Operators (NESO) mission is to facilitate the decarbonisation of Great Britains energy network and ensure the delivery of reliable affordable and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs using a wider adoption of technology and changes in consumer behaviour as well as ensuring we have the right markets networks and frameworks in place to transform the way we operate tomorrow.

Join us and lets energise progress.

Our energy our future together.

About The National Energy System Operator (NESO)

In Autumn of 2024 the ESO transitioned to National Energy System Operator or NESO for short. Previously denoted as the Future System Operator (or FSO) the new National Energy System Operator is the independent body responsible for planning Great Britains electricity and gas networks and operating the electricity system.

The ESO including all of its existing roles are now at the heart of the new National Energy System Operator. As NESO we will build on our existing roles capabilities and ways of working significantly to create an organisation the energy system and its users need. Our new capabilities will enable us to look across vectors including electricity natural gas and hydrogen and crucially consider the trade-offs between them.

The organisation is set up as a public corporation with its own Board of independent directors with complete operational independence from government the regulator and any and all commercial interest. As was the ESO NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable affordable and secure way for all.

More Information

This role closes on 01/09/2025 at 23:59 however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

We work towards the highest standards in everything we do including how we support value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring into our organisation and welcome and encourage applicants with diverse experiences and backgrounds and offer flexible and tailored support at home and in the office.

Were committed to building a workforce that represents the communities we serve and a working environment in which each individual feels valued respected fairly treated and able to reach their full potential.