Chief Service Operations & Resilience

Elexon; Greater London; Hybrid; GBP 125,000 - 165,000; Full time

Benefits offered by this job

Bonus

Private medical insurance

Generous pension scheme

Job summary

Elexon in London is seeking a Director of Service Operations to lead the end-to-end service operations, ensure resilience, regulatory compliance and continual improvement of market-critical services.

You will head Service Operations, shaping operating models, governance, and the SIAM framework, while building a high-performing leadership team and partnering with executives to deliver measurable value and digital innovation.

Qualifications

• Significant senior leadership experience in IT/Technology operations.
• Ability to define and deliver a service operations strategy aligned with business needs.
• Experience improving service stability, performance and customer experience in large environments.
• Knowledge of ITIL, governance, controls and continual improvement.
• Experience with supplier management across large contracts.
• Understanding of operational resilience and regulatory considerations.
• Experience leading change at scale while maintaining continuity.
• Strong leadership and people development skills.
• Data-driven decision making using KPIs and customer insight.

Responsibilities

• Provide strategic leadership for end-to-end Service Operations ensuring reliable, resilient technology services.
• Design and deliver the target operating model for Service Operations and drive organisational change.
• Lead a multidisciplinary leadership team with clear accountability and succession planning.
• Own Service Management framework, governance, reporting and continual improvement.
• Build relationships with stakeholders to ensure services meet business needs and deliver value.
• Oversee supplier management, including vendor governance and contract performance (SIAM).
• Lead Quality Assurance and Test Management, release governance, and test automation.
• Own ServiceNow strategy, roadmap, governance and delivery of business value.
• Ensure governance, risk management, compliance and performance reporting across the model.
• Lead operational resilience including disaster recovery and business continuity.

Skills

Senior leadership

Service Operations strategy

ITIL

Supplier management

SIAM

Regulatory risk & resilience

Stakeholder management

ServiceNow

Budget & governance

Change management

Tools

ITIL framework

Job description

Elexon in London is seeking a Director of Service Operations to lead the end-to-end service operations, ensure resilience, regulatory compliance and continual improvement of market-critical services.

You will head Service Operations, shaping operating models, governance, and the SIAM framework, while building a high-performing leadership team and partnering with executives to deliver measurable value and digital innovation.