Director of Service Operations

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

Location: London Employment: Permanent, full-time Posted Date: 29 Sep 2026 Closing Date: 12 Oct 2026

Join Elexon as Director of Service Operations and lead market-critical services, operational resilience and digital innovation across a complex, regulated environment.

We have an exciting opportunity for a Director of Service Operations to join our Operations Directorate. This is a strategic leadership role with enterprise-wide responsibility for the performance, resilience and continual improvement of Elexon’s end-to-end service operations, ensuring our market-critical services remain secure, reliable, compliant and focused on the evolving needs of our customers.

You’ll lead Service Operations, bringing together service management, business account management, supplier performance, quality assurance and testing, service design and transition, ServiceNow and operational resilience. Working closely with the Executive Team, senior leaders, technology teams and strategic partners, you’ll shape how Elexon delivers and evolves its operational services while ensuring we are equipped to support future regulatory commitments and industry transformation.

What you’ll do:

• Provide strategic leadership for Elexon’s end-to-end Service Operations function, ensuring technology services are reliable, resilient, customer-focused and aligned with business priorities.
• Lead the design and delivery of the Service Operations target operating model, supporting organisational change, supplier insourcing and the continued maturity of our operational services.
• Lead and develop a multidisciplinary service operations leadership team, building capability, clear accountability and a strong succession pipeline.
• Own Elexon’s Service Management framework, embedding effective governance, ITIL best practice, performance management, service reporting and continual improvement.
• Build strong relationships with business stakeholders and customers, ensuring technology services evolve to meet business needs and deliver measurable value.
• Provide senior oversight of supplier management, including vendor governance, commercial performance, contract management and Service Integration and Management (SIAM).
• Lead oversight of Quality Assurance and Test Management, setting the approach to quality governance, release assurance and test automation.
• Own ServiceNow as a strategic platform, including its roadmap, governance, investment decisions and delivery of business value.
• Ensure strong service governance, operational controls, risk management, compliance and performance reporting across the operating model.
• Lead Elexon’s operational resilience capability, including Disaster Recovery and Business Continuity, ensuring critical services can withstand, respond to and recover from significant disruption.
• Provide senior leadership during major incidents and service-critical challenges, including appropriate governance, escalation and regulatory reporting.
• Own the multi-year investment case for Service Operations, including budgets, resource planning and technology investment.
• Champion operational excellence, customer experience and digital innovation, using insight and continual improvement to deliver measurable and sustainable change.
• Play a key strategic role across the Operations Directorate and COO Leadership Team, influencing wider priorities, investment and delivery decisions.

What you’ll bring:

• Significant senior leadership experience within IT Service Operations or Technology Operations.
• A proven ability to set and deliver a service operations strategy aligned with business and technology priorities.
• Strong experience improving service stability, performance, availability, efficiency and customer experience across complex IT environments.
• Strong knowledge of ITIL and modern service management, with experience establishing effective governance, controls and continual improvement.
• Significant commercial and supplier management experience across large service provider contracts.
• Experience of SIAM, operational resilience, governance and quality management.
• A strong understanding of operational risk, controls, regulatory requirements and service resilience.
• Experience leading organisational and technology change at scale while maintaining operational continuity.
• Strong people leadership skills, with experience building high-performing teams and developing leadership capability.
• The ability to use operational data, KPIs, service analytics and customer insight to drive evidence-based decisions and measurable improvement.
• Strong senior stakeholder management and communication skills, with the ability to communicate complex operational issues clearly to Executive and C-suite audiences.
• Experience of managing significant operational budgets, supplier contracts and commercial performance.
• A strategic understanding of ServiceNow and how automation, workflow, data and AI can improve service outcomes.
• Experience within regulated or complex enterprise environments would be an advantage, alongside relevant professional qualifications such as ITIL, ServiceNow, PRINCE2, Agile, MSP or Lean Six Sigma.

What’s in it for you:

• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office

Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voic es