Overview
The Head of Service Operations will hold end-to-end accountability for the performance and stability of operational services, spanning IT, Operational Technology, Applications and Telecommunications. The role is responsible for ensuring services are resilient, compliant and customer-focused, while supporting the organisation’s wider strategic ambitions.
This position will champion service excellence, embedding robust operational practices, strengthening processes and improving service reliability to support regulatory compliance and business outcomes.
Key Responsibilities
Strategic Direction and Leadership:
* Set the long-term direction for Service Operations, ensuring alignment with organisational priorities and regulatory frameworks.
* Provide senior leadership to IT, OT, Telecommunications and Application teams, ensuring effective delivery against agreed service, cost, safety and quality measures.
* Design and maintain governance arrangements that drive performance management, assurance and continuous improvement.
Operational Technology and Telecommunications Oversight:
* Ensure effective operation and support of OT environments, including critical systems that enable network control and automation.
* Take accountability for telecommunications services across operational and corporate networks, maintaining high levels of availability and resilience.
Regulatory, Compliance and Stakeholder Engagement:
* Act as a senior operational representative with regulators, industry bodies and external stakeholders on service-related matters.
* Collaborate closely with internal functions and third-party partners to deliver integrated, end-to-end service outcomes.
Risk, Resilience and Resource Management:
* Manage the Service Operations financial portfolio, ensuring strong cost control and value for money.
* Lead resilience planning, incident response and continuity activities to reduce operational risk and protect critical services.
* Strong leadership capability with experience running complex, large-scale technology operations.
* Confident and credible communicator, able to influence at senior leadership and executive level.
* Experience overseeing high-value technology contracts and supplier relationships.
* Comprehensive understanding of IT services, OT environments, telecommunications and application support.
Skills, Knowledge & Qualifications
Essential Experience and Qualifications:
* Significant experience in senior service operations roles within utilities, energy, or other large, mission-critical technology environments.
* Demonstrated experience leading operational change, transformation and governance within agile or hybrid delivery models.
* Strong financial and commercial management skills, including accountability for multi-million-pound budgets.
* Proven ability to manage and influence senior stakeholders, including regulators and executive leadership.
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