Deputy Director, IT Service Operations - OFGEM - SCS1

Manchester Digital; Manchester; On-site; GBP 110,000 - 170,000; Full time

Job summary

Ofgem, the UK's energy regulator, is seeking a Deputy Director of IT Service Operations to lead secure, resilient IT services that underpin our regulatory mission. You will provide strategic and operational leadership across enterprise IT services, shaping delivery and measurable outcomes.

This role focuses on four core capabilities—Service Design & Transition, Service Management, Service Desk, and End User Computing—and requires strong customer service, governance, and commercial acumen to

Qualifications

• Strategic leadership to set the direction for IT Service Operations and align delivery with organisational goals.
• Experience implementing ITIL-aligned frameworks, governance controls, and continuous improvement initiatives.
• Proven track record in leading large-scale service delivery and transformation across Digital, Data, and Security Services.
• Strong ability to engage senior stakeholders and manage large budgets and vendor relationships.
• Knowledge of civil service procurement processes and commercial negotiations for IT services.

Responsibilities

• Lead four core capabilities: Service Design & Transition, Service Management, Service Desk, End User Computing.
• Deliver secure, resilient IT services that underpin the regulatory mission.
• Drive continual improvement and governance across live service portfolios.
• Support data exploitation and AI adoption initiatives within the service portfolio.
• Collaborate with senior stakeholders and suppliers to ensure outcomes meet organisational goals.

Skills

Strategic leadership

Stakeholder engagement

Budget management

ITIL governance

Vendor management

Job description

Location

Cardiff, Glasgow, London

About The Job

Job summary

Could you thrive at the forefront of transforming technology within the energy sector?

Ofgem, Great Britain’s independent energy regulator, is looking for a Deputy Director of IT Service Operations to lead the delivery of secure, resilient and user-centred IT services that underpin our vital regulatory mission.

This is a high-profile leadership opportunity with significant scope to shape the future of digital operations at a nationally critical organisation. You will provide strategic and operational leadership across Ofgem’s enterprise IT services, ensuring they continuously evolve to meet organisational needs and deliver measurable outcomes.

You Will Lead Four Core Capabilities

• Service Design and Transition,


• Service Management,


• Service Desk and


• End User Computing (EUC).

A particular focus will be on the need to develop strong customer service approach, as well as assisting with the preparation and onboarding of the services associated with Ofgem's hunger for data exploitation and AI adoption.

The role combines strategic oversight with delivery accountability. You will champion innovation, lead transformation across the live service portfolio, strengthen operational governance and embed a culture of continual improvement, aligned to ITIL principles and Ofgem’s strategic priorities.

Job Description

We are looking for an experienced digital and technology leader who can demonstrate:

• 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).

• 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.

• 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.

Person specification

Essential Criteria

• 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 Criteria)
  
  
  
  


• 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 Criteria)
  
  
  
  


• 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.
  
  
  
  

Desirable Criteria

• Experience of estates management.