Deputy Director IT Service Operations - OFGEM - SCS1

Onyx-Conseil; United Kingdom; On-site; GBP 80,000 - 120,000; Full time

Job summary

A regulatory organization in the United Kingdom seeks a Deputy Director of IT Service Operations. The role involves providing strategic leadership across IT service operations, ensuring the delivery of secure digital services, and driving continuous improvement. Candidates should have experience in ITIL practices and a strong focus on end-user computing. This position is crucial for enhancing user experience and operational excellence within the organization.

Qualifications

• Strong leadership skills to drive a service-centric culture.
• Experience in ITIL-aligned practices and service management.
• Ability to lead enterprise-wide transformation initiatives.

Responsibilities

• Provide strategic leadership across IT service operations.
• Ensure delivery of resilient and secure digital services.
• Drive the strategic roadmap for End User Computing.

Job description

TheDeputy 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.

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.