Deputy Director IT Service Operations - OFGEM - SCS1

Manchester Digital; Glasgow, Greater London, Cardiff; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A national energy regulator in the UK seeks a Deputy Director of IT Service Operations to lead the delivery of resilient and secure digital services. The ideal candidate will have a strong track record in managing large-scale IT operations, focusing on innovation and strategic leadership, ensuring user-centered access to technologies. This role offers excellent pension arrangements and flexible working options while shaping digital service delivery.

Benefits

Civil service pension arrangements

Generous leave entitlement

Flexible working options

Qualifications

• Proven experience in leading strategic direction for IT Service Operations.
• Demonstrated operational excellence in service delivery and transformation.
• Strong background in managing EUC services at scale.

Responsibilities

• Lead the delivery of secure, resilient IT services.
• Drive the strategic roadmap for End User Computing.
• Ensure continuous improvement in service delivery.

Skills

Strategic Leadership

Service Improvement

End User Computing

Stakeholder Engagement

Budget Management

Job description

Deputy Director IT Service Operations - OFGEM - SCS1

Successful candidates may be based in any of our office locations – Cardiff, Glasgow, or London. We especially welcome applicants from Cardiff and Glasgow

About the job

Job summary

Could you thrive at the forefront of transforming technology within the energy sector? Ofgem is looking for a Deputy Director of IT Service Operations to join us and lead the delivery of secure, resilient and user‑centred IT services that underpin our vital regulatory mission.

Ofgem is Great Britain’s independent energy regulator. We’re at the forefront of change across the energy sector, driving toward Net Zero whilst protecting energy consumers, especially vulnerable people.

We’re offering a permanent opportunity with significant scope to shape the future of digital operations in a high‑impact, high‑profile environment. You’ll be responsible for leading the enterprise IT service landscape, ensuring it continuously evolves to meet organisational needs and delivers measurable outcomes. You’ll provide visible leadership across our service strategy, operational governance, digital workplace capability, and service management framework.

This is an influential role that blends strategic oversight with delivery accountability. You’ll champion innovation, lead transformation across our live service portfolio, and embed a culture of excellence across IT operations, all while aligning our digital delivery with strategic objectives.

We’re looking for someone with strong EUC technical knowledge, a forward‑thinking mindset, and a proven track record of delivering enterprise‑scale service improvements. You’ll be confident navigating senior stakeholder relationships, translating business needs into technical outcomes, and ensuring our people and systems perform at their best. You will bring extensive knowledge of service management and service improvement, coupled with a firm grounding in EUC technologies based on the Microsoft platforms.

In return, you’ll join a high‑performing, purpose‑driven leadership team where you can shape the future of digital service delivery in a nationally critical organisation. You’ll benefit from excellent civil service pension arrangements, generous leave entitlement, and flexible working options, all while leading transformational projects that enable better outcomes for citizens.

Our Digital, Data and Security Services directorate has a critical purpose to deliver secure, resilient and user‑centred enterprise IT services, supporting Ofgem’s mission and championing innovation in digital public service delivery. This is your opportunity to take on a leading role in this vital area.

Candidates should note that, subject to consultation, the role may be expanded slightly to include the management and leadership of estates. See role description.

The Deputy Director of IT Service Operations provides strategic leadership and operational oversight across Ofgem’s enterprise IT services and equipment, ensuring the delivery of resilient, secure, and user‑centred digital services that enable the organisation’s regulatory mission. {subject to consultation, role may be renamed Deputy Director of IT and Estates Service Operations with aspects in this section amended accordingly to incorporate estates management}

This role is pivotal in embedding a service‑centric culture across the Digital, Data and Security Services (DDSS) directorate, translating delivery rigour, ITIL‑aligned practices, and continual improvement into tangible service outcomes aligned with Ofgem’s strategic priorities.

The Deputy Director leads four core capabilities: Service Design and Transition, Service Management, Service Desk, and End User Computing (EUC). A key focus is on the leadership of the EUC function, ensuring that employees have seamless, secure, and high‑performing access to the tools and technologies they need. This includes driving the strategic roadmap for EUC, modernising the digital workplace, and enhancing user experience through innovation and proactive service improvement.

The role spans both operational excellence—such as incident resolution, change and release governance—and strategic leadership of enterprise‑wide transformation initiatives. It requires a forward‑thinking approach to planning and evolving the live service portfolio, with a strong emphasis on continuous improvement, stakeholder engagement, and measurable value delivery.

Person specification

• Strategic Leadership & Service Vision
  Proven and extensive ability to set and lead the strategic direction for IT Service Operations, aligning delivery with organisational goals and translating vision into measurable outcomes. This will be demonstrated across a variety of enterprise scale operations, covering the full range of Digital Services (i.e. End User Compute, Data, Applications etc).(LEAD)
• Operational Excellence & Service Improvement
  Demonstrable experience in leading large‑scale service delivery, service introduction and transformation, including implementation of ITIL‑aligned frameworks, governance controls, and continuous improvement initiatives. Extensive experience of introducing, operating and refining services will be required across a broad range of Digital, Data and Security Services.(LEAD)
• End User Computing & Digital Workplace Leadership
  Strong track record in managing and evolving EUC services at scale (at least 1500 users), ensuring secure, reliable, and user‑centred access to digital tools and technologies.
• Stakeholder Engagement & Commercial Acumen
  Excellent communication and influencing skills, with experience in managing large budgets, Enterprise‑wide vendor relationships, and building trust across senior stakeholders.
• Procurement & Commercial Awareness
  Knowledge or experience of civil service procurement processes, including tendering, contract management, and commercial negotiations for IT services.
• Budget and Financial Management
• Knowledge or experience of budget/financial management for Digital services, including the basic accounting treatments for the various types of IT services/contracts/assets. In terms of scale, you will be able to demonstrate multi‑million pound direct budget accountability.

More information about the role and recruitment process can be found in the attached Role Profile and candidate pack.