Head of Infrastructure Operations

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 Centrica Energy, our mission is to move it.

We’re energy movers by nature. We’re a global renewable energy trading company which helps move energy from source to use – powering businesses, homes, and societies as they transition to a new sustainable energy future. If the idea of working to create a sustainable energy future also moves you, we may very well be the right place for you.

About your role:

The Head of Infrastructure Operations is accountable for the operational stability, performance, and governance of Trading Infrastructure services across Centrica Energy. This role ensures services are resilient, well-governed, and aligned with Group Technology frameworks, while driving continuous improvement, automation, and operational excellence in a global trading environment.

Location: This role is based at our Park House office in London and requires on‑site presence 3 days a week. The position also involves travel to other Centrica Energy locations, including Aalborg (Denmark) and Antwerp (Belgium).

Responsibilities of the role:

Service Performance, SLAs & Governance

• Define and agree SLAs / OLAs with Group Technology, ensuring Trading requirements are clearly documented and measurable

• Monitor, report, and analyse service performance across both Trading and Group services

• Produce and present monthly and quarterly service reviews with actionable insights

• Ensure all services are clearly defined, documented, and aligned to operational delivery expectations

• Drive service improvement plans based on performance trends and service breaches

Major Incident & Problem Management

• Lead all Major Incidents (P1/P2) impacting Trading Infrastructure

• Coordinate cross-functional teams and manage stakeholder communications

• Drive rapid time-to-restoration and minimise business impact

• Ensure post-incident reviews (PIRs) are completed, published, and tracked

• Champion Problem Management including root cause analysis and systemic fixes

ITIL Framework Governance

Own and govern the ITIL operating model across:

• Incident

• Problem

• Change

• Configuration

• Service Request

• Ensure alignment with Group Technology standards and processes

• Drive maturity and adoption of ITSM best practices across Trading operations

Configuration Management & CMDB Ownership

Maintain accuracy and integrity of CMDB data, including:

• Configuration Items (CIs)

• Service relationships

• Dependency mappings

• Reconcile CMDB against asset inventories and tooling

Ensure CMDB supports:

• Impact assessment

• Incident resolution

• Change governance

• Drive improved visibility of service dependencies

Post‑Incident & Post‑Change Improvements

• Implement structured Post Incident Reviews (PIRs) and Post Change Reviews (PCRs)

• Track corrective actions and ensure accountability for remediation

• Embed learnings into processes, tooling, and service design

• Drive continuous improvement to enhance resilience and prevent recurrence

Service Performance & Continuous Improvement

• Establish data-driven service performance management

• Monitor trends in:

• SLA adherence

• Incident volumes

• Service stability

• Identify systemic risks and improvement opportunities

• Own and track delivery of service improvement initiatives

Leadership & Stakeholder Engagement

Act as the primary interface between:

• Trading business stakeholders

• Group Technology teams

• Vendors and suppliers

Provide clear, executive-level communication on:

• Service health

• Risks

• Incidents

• Performance

Build strong cross-functional relationships to enable a “One Team” operating model:

• Lead teams and foster a culture of accountability and continuous improvement

Here's what we’re looking for:

Skills & Experience

• Strong experience in Infrastructure Operations / Service Management (Trading or mission-critical environments preferred)

• Deep understanding of ITIL (v4 preferred) across core lifecycle functions

• Proven track record in Major Incident Management and governance

• Experience managing CMDB and service dependency models

• Strong stakeholder management across business and Group technology functions

• Data-driven mindset with ability to translate operational metrics into actions

• Experience driving automation and operational efficiency improvements

Accountability

• Overall service stability, performance, and governance of Trading Infrastructure

• Ensuring timely incident resolution and effective root cause analysis

• Delivering accurate, insight-led reporting to leadership

• Driving measurable service improvements and operational efficiency

• Ensuring compliance with policies, controls, and security standards

• Acting as the bridge between Trading and Group Technology

Leadership Competencies

• Strategic thinking with strong operational execution

• Calm, structured decision-making under pressure

• High-quality communication and stakeholder influence

• Ownership mindset with focus on outcomes

• Continuous improvement and growth mindset

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/centricaenergy

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.