Service Operations Manager - Energy

We're expanding our Continuous Services team to support growing demand in the energy and critical infrastructure sectors. As a Service Operations Manager, you'll be instrumental in ensuring operational excellence for clients where reliability isn't just important—it's existential. When power grids, HVDC interconnectors or industrial systems go down, real-world consequences follow: blackouts, service disruptions, safety incidents. We operate their IT backbone and market solutions which makes our systems and services essential to the smooth operation of energy sector players and power grid management.

You'll serve as the single point of contact (SPOC) for our energy clients, bridging technical operations with business objectives while building the operational frameworks, processes, and capabilities that enable world-class service delivery.

• Serving as the single point of contact for energy clients, managing ongoing support engagements and maintaining strong relationships with C-1/C-2 stakeholders
• Coordinating planned and unplanned maintenance windows to minimize business disruption and act as the escalation point for critical incidents
• Leading service reviews, present operational performance, and ensure SLAs/KPIs are consistently met or exceeded
• Driving continuous improvement across support and maintenance procedures, including crisis management and escalation workflows
• Conducting root cause analyses and implement corrective actions to prevent recurring incidents
• Managing L1/L2/L3 team planning, allocation, performance, and cross-location coordination
• Mentoring support engineers on energy industry practices and lead service takeovers from project teams to continuous operations
• Creating and maintain runbooks, SOPs, playbooks, knowledge base content, training materials, and operational drills
• Collaborating with project management, delivery teams, and other Service Operations Managers on transitions, shared initiatives, and operational readiness
• Partnering with development and Energy BU leadership to enhance serviceability, operational resilience, and overall service status alignment

• At least 4 years of experience operating energy solutions such as trading systems, TSO/DSO platforms, interconnectors, power plant systems, or industrial control systems, with a strong understanding of energy-sector players, terminology, and processes
• Strong background working alongside software development teams, with hands-on use of service management platforms like Jira Service Management or Zendesk
• Multiple years of experience leading virtual, distributed teams while demonstrating strong ownership, structure, and process-oriented leadership
• Proven ability to build and maintain strong operational and tactical relationships with C-1/C-2 client stakeholders
• Demonstrated experience in establishing robust crisis-management practices in high-stakes, mission-critical environments
• Exceptional composure, decision-making skills, and rapid judgment under high stress—especially when systems fail or information is incomplete
• Deep understanding of incident management frameworks, operational best practices, and 24/7/365 service environments
• Strong knowledge of critical infrastructure operations, failure modes, and industrial/OT environments such as SCADA, DCS, and EMS
• Hands-on experience with monitoring, alerting, and observability platforms supporting highly available systems
• Excellent English communication skills (written and verbal) combined with a strong “get things done” attitude and the ability to deliver under pressure
• To unleash your full potential, we’ll fuel your growth with plenty of opportunities to learn and develop. From attending conferences (fully paid by the company), to soft and hard skill trainings, internal mentoring, and hands-on experience with exciting digital projects, you’ll always find new ways to push your boundaries.
• To feel your best, we’ve got your wellbeing covered with a pension scheme set up with Aviva, enrollment in our company mobile package, and access to the Cycle to Work scheme. Plus, you’ll enjoy 25 days of holiday (on top of Bank Holidays) so you can…