Head of Business Service Delivery

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

At British Gas, our mission is to sell it and mend it.

We’re the household heroes powering 1 in 3 homes in the UK – but supplying energy is just part of what we do. We’re making the UK’s homes greener and more energy efficient, together with our friends at Hive. By using their clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier to reduce your home’s carbon-footprint. And with our Peak Save programme, we’re actively rewarding better energy use too.

An opportunity to play your part – At British Gas, our Service Delivery Team is on a mission to create a Greener, Fairer Future by ensuring stability across our technology services for both our colleagues and customers. We believe in the power of our team and prioritize building meaningful relationships with stakeholders, all rooted in a culture of Honesty, Integrity, and Inclusion. We are dedicated to maintaining strong governance and controls that place our customers and colleagues at the very heart of everything we do. By leveraging cutting-edge technology and infrastructure, we foster a mindset of continuous improvement and proactively tackle challenges, delivering lasting solutions while optimizing costs. In this pivotal role, you will oversee the daily operations of our Technology Service for residential customers, collaborating across all areas of our British Gas Energy business. As a dynamic people leader, you will guide a team of subject matter experts who manage the British Gas Energy Technology stack, driving innovation and excellence every step of the way.

If you’re ready to make a real impact and lead a passionate team towards a sustainable future, we want to hear from you!

Location: UK (talk to us about flexible working)

What to expect –

• Measure and identify innovative ways to enhance the overall Energy Service.
• Assess and improve customer and colleague satisfaction and engagement for a better experience.
• Lead effective engagement with stakeholders on operational performance and stability, driving service improvements, negotiating SLAs, and minimizing risks through coordinated service and business continuity activities.
• Drive team accountability and performance, ensuring all members have clear development plans and robust succession strategies.
• Ensure delivery teams understand operational, customer data, and regulatory requirements, with proactive identification and management of risks.
• Guide the Service Delivery Management team to engage stakeholders effectively, ensuring operational services meet agreed targets.
• Hold stakeholders accountable for their service obligations, ensuring services align with SLA targets.
• Build strong relationships between the team and key stakeholders, including senior leaders and operational managers across Energy and Group.
• Communicate clearly and proactively with senior executives and key stakeholders, preventing escalations and ensuring a shared understanding of service provision.

About you –

• Exceptional analytical and strategic thinking skills to drive innovative solutions.
• Inspiring leadership and team management abilities that foster a high-performance culture.
• Strong interpersonal and communication skills to build effective relationships across all levels.
• Proficiency in risk assessment tools and methodologies to proactively manage challenges.
• Relevant degree or equivalent qualification that supports expertise in the field.

What’s in it for you –

• Competitive salary and bonus potential.
• Company car allowance.
• Employee Energy Allowance at 15% of the government price cap.
• Pension scheme.
• Company Funded Healthcare Plan.
• 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days.
• Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/britishgas

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.