Deputy Director – IT Service Operations

Deputy Director - IT Service Operations (SCS1)

Cardiff, Glasgow, London
£81,000 - £117,800

Ofgem is working hard on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe, affordable, and environmentally sustainable energy supply. We are playing a vital role in accelerating the transition to Net Zero and a carbon neutral energy system – a goal that everyone wants to achieve. Whatever your role, you’ll be playing your part in creating new energy solutions that are great for customers, and great for the environment.

Ofgem is also undergoing its own transformation, with Digital, Data and Technology Services (DDSS) at the heart of how Ofgem operates and how it is transforming for the future, providing the digital platforms, data, technology and services that enable Ofgem to regulate effectively, protect consumers and respond to rapid change across the energy system. From keeping critical services running reliably every day, to enabling smarter, more data‑driven decision‑making, DDSS plays a vital role in supporting colleagues across the organisation.

Data and AI are central to this future. Ofgem’s work increasingly depends on timely, trusted data, robust digital services and the ability to turn insight into action, adopting AI safely and responsibly. DDSS is building the foundations that make this possible, from strengthening core data platforms and management information, to creating the operational resilience, governance and service reliability that data‑driven and AI‑enabled services depend on.

At the same time, Ofgem’s current operating model is adapting to better support the organisation’s ambition to scale data, AI and automation in a way that is safe, sustainable and trusted. This transformation makes DDSS an exciting place to be right now. We are investing in modern service management, stronger operational leadership, and clearer alignment between strategy, delivery and day‑to‑day operations.

Critical to this period of change, is the strategic leadership and operational oversight across Ofgem’s enterprise IT services. As an established IT Service Operations leader, you will have significant impact in embedding a culture of operational excellence across Service Design and Management and End User Computing, giving colleagues access to the key tools and services they need to support the UK energy market.

Responsibilities:

You will strategically lead four key areas:
Service Management, End User Computing (EUC), Service Desk, and Service Design/Transition; ensuring operational excellence and wider enterprise improvement across the organisation.

Proven and extensive ability to set and lead the strategic direction for IT Service Operations, aligning delivery with wider organisational goals, and translating vision into measurable outcomes across a variety of enterprise scale operations, covering the full range of Digital Services (i.e. End User Compute, Data, Applications etc).

Demonstrable experience in leading large‑scale service delivery design, service introduction and transformation, including implementation of ITIL 4‑aligned frameworks, risk and 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 (inc. Microsoft, Salesforce and Workday tech stacks).

Managing and developing improvements to EUC services at scale (1500+ users), ensuring secure, reliable, and user‑centred access to digital tools and technologies.

Excellent communication and influencing skills, managing Enterprise‑wide vendor relationships, and building trust across senior stakeholders internally and externally, up to and including Director General level.

Knowledge or experience of budget/financial management for Digital services procurement, including the vendor engagement across various types of IT services/contracts/assets. In terms of…