IT Service Manager

Elexon Ltd; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading company as an IT Service Manager, responsible for integrating diverse services from multiple suppliers into a cohesive delivery model. This role plays a critical part in orchestrating end-to-end service management processes and improving service performance within the energy industry.

Benefits

28 days holiday + Bank Holidays

Discretionary incentive

Life assurance

Pension

Private medical (Bupa)

Qualifications

• Proven experience in IT Service Management in a multi-vendor environment.
• Strong understanding of ITIL and service management principles.
• Ability to manage multiple priorities and deliver results.

Responsibilities

• Oversee the performance of IT services, ensuring they meet SLAs and KPIs.
• Act as the primary contact between internal teams and external service providers for IT issues.
• Ensure compliance with regulations, data laws, and internal policies.

Skills

Leadership

Customer Service

Analytical Skills

Problem-Solving

Tools

ServiceNow

BMC Remedy

Job description

Join Elexon as an IT Service Manager. This opportunity is ideal for a candidate with experience working in a medium to large IT Service Management function. Hybrid working + excellent benefits.

We have an exciting opportunity for up to two IT Service Managers (Grade 12) to join the Service Management team on a permanent basis.

Team Overview:

The Service Management team at Elexon is responsible for overseeing the full lifecycle of IT services, from planning and design to transition, operation, and continuous improvement, adhering to ITIL best practices. To manage its multi-supplier service delivery landscape, Elexon employs a Service Integration and Management (SIAM) operating model.

In this framework, the Service Management team plays a pivotal role, ensuring the coordination, integration, and governance of multiple service providers. The team is accountable for delivering cohesive, seamless IT services to both Elexon’s business and the wider energy industry. By implementing structured ITIL-based service management practices, the team ensures clear accountability, maintains service quality, and drives high performance across all service providers.

Job Purpose:

As an IT Service Manager, you will play a key role in managing the integration of diverse services from multiple suppliers into a cohesive and efficient service delivery model. This position is responsible for orchestrating end-to-end service management ITIL processes, establishing governance structures, and ensuring effective collaboration across service providers and internal support teams. The IT Service Manager will lead initiatives to optimise service performance, reduce operational risks, and enhance service integration to meet business and industry needs.

Key Responsibilities:

Service Delivery Management:

• Oversee the performance of IT services, ensuring they meet SLAs and KPIs.
• Ensure all services are delivered on time, securely, and within contractual obligations.
• Manage relationships with third-party service providers and internal stakeholders to ensure effective service delivery.
• Oversee the knowledge management process, including capturing, sharing, and accessibility of knowledge articles within ServiceNow.

SIAM-based Supplier Coordination:

• Implement and manage the SIAM model to ensure cohesive service delivery by overseeing vendor interdependencies and compliance with SLAs.
• Act as the primary contact between internal teams and external service providers for IT issues and escalations.
• Manage the major incident process to ensure timely resolution of incidents.
• Engage key stakeholders and ensure responsibilities are met.
• Provide out-of-hours on-call service on a rota basis.
• Review IT service performance regularly and identify improvements.
• Implement ITIL-based continuous improvement initiatives.
• Gather stakeholder feedback to drive service improvements.

Governance and Compliance:

• Ensure compliance with regulations, data laws, and internal policies.
• Conduct service reviews with suppliers.
• Create and maintain service reports for stakeholders.
• Maintain documentation for audits and compliance.
• Manage service-related risks proactively.
• Work with Service Continuity Management on contingency plans and disaster recovery.

Stakeholder Communication and Engagement:

• Act as a bridge between technical teams, suppliers, and business stakeholders.
• Provide updates to senior management.
• Engage with the energy industry to align practices.

Capabilities and Competencies:

• Proven experience in IT Service Management in a multi-vendor environment.
• Experience managing service providers to SLAs.
• Strong understanding of ITIL and service management principles.
• Leadership and team management skills.
• Excellent customer service and communication skills.
• Ability to manage multiple priorities and deliver results.
• Analytical and problem-solving skills.
• Proficiency in ITSM tools like ServiceNow or BMC Remedy.
• Understanding of the UK electricity market and regulations.
• Knowledge of cybersecurity and risk management in energy IT services.
• Familiarity with energy regulations and Ofgem standards.

Career Path and Benefits:

• Potential next roles include Head of Service Management or Service Owner.
• Benefits include 28 days holiday + Bank Holidays, discretionary incentive, life assurance, pension, private medical (Bupa), and more.

Employee Wellbeing and Culture:

We prioritize employee wellbeing with hybrid working, support programs, and inclusive culture initiatives. We celebrate diversity and strive for continuous improvement in our workplace environment.

Our Commitments:

• Provide equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Represent our communities
• Lead in Diversity and Inclusion

Elexon together, embracing differences, listening to all voices