Head of IT Service 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 IT Service Operations is responsible for the stability, resilience, governance, and continuous improvement of Centrica Energy’s Trading Infrastructure services. The role acts as the bridge between Trading, Group Technology, and external suppliers, ensuring services meet business requirements while driving operational excellence, automation, and ITIL best practices.

Location: London (Mayfair), 3 days per week on-site, with occasional travel to Denmark and Belgium.

Key Responsibilities

• Own service performance, SLAs, OLAs, reporting, and governance across Trading Infrastructure.

• Lead Major Incident Management (P1/P2), stakeholder communications, root cause analysis, and service recovery.

• Govern ITIL processes including Incident, Problem, Change, Configuration, and Service Request Management.

• Maintain CMDB accuracy, service mapping, and dependency management to support operations and governance.

• Drive Post-Incident and Post-Change Reviews, ensuring lessons learned translate into measurable improvements.

• Use operational metrics and trend analysis to identify risks, improve service stability, and increase efficiency.

• Provide executive-level reporting on service health, incidents, risks, and performance.

• Lead teams and foster a culture of accountability, resilience, and continuous improvement.

Key Requirements

• Extensive experience in Infrastructure Operations and Service Management, ideally within trading or other mission-critical environments.

• Strong ITIL knowledge (v4 preferred) and proven Major Incident Management experience.

• Experience managing CMDBs, service dependencies, and operational governance.

• Excellent stakeholder management and communication skills.

• Strong analytical and data-driven approach to service improvement.

• Experience driving automation and operational efficiencies.

Accountabilities

• Overall service stability, performance, governance, and resilience.

• Effective incident resolution and root cause management.

• Delivery of accurate operational reporting and insights.

• Continuous improvement, compliance, and operational efficiency.

• Alignment between Trading and Group Technology objectives.

Leadership Profile

• Strategic thinker with strong operational execution.

• Calm and structured under pressure.

• Influential communicator and stakeholder manager.

• Ownership-oriented with a focus on outcomes.

• Committed to continuous improvement and team development.

In summary: A senior operational leadership role focused on ensuring reliable, well-governed trading infrastructure services while driving ITIL maturity, service excellence, resilience, and continuous improvement across Centrica Energy.

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.