Strategic IT Service Operations Leader

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

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