Job Description

We have an exciting opportunity for an IT Service Manager (Grade 12) to join the Service Management team on a permanent basis.

Team Overview:

The Service Management team at Elexon is responsible for overseeing the full lifecycle of IT services, from planning and design to transition, operation, and continuous improvement, adhering to ITIL best practices. To manage its multi-supplier service delivery landscape, Elexon employs a Service Integration and Management (SIAM) operating model.


In this framework, the Service Management team plays a pivotal role, ensuring the coordination, integration, and governance of multiple service providers. The team is accountable for delivering cohesive, seamless IT services to both Elexon's business and the wider energy industry. By implementing structured ITIL-based service management practices, the team ensures clear accountability, maintains service quality, and drives high performance across all service providers.

Job Purpose:

As an IT Service Manager, you will play a pivotal role in managing the integration of diverse services from multiple suppliers into a cohesive and efficient service delivery model. This position is accountable for orchestrating end-to-end service management ITIL processes, establishing appropriate governance structures and controls and ensuring effective collaboration across our service providers and internal support teams. The IT Service Manager will lead initiatives to optimise service performance, reduce operational risks and enhance the overall integration of services to meet our business and wider industry needs.

Key Responsibilities:

Service Delivery Management:

Oversee the performance of IT services, ensuring they meet agreed service levels (SLAs) and key performance indicators (KPIs) Ensure all services are delivered on time, securely, and where appropriate, within the associated commercial and contractual obligations. Manage relationships with third-party service providers and internal stakeholders to ensure effective service delivery as per agreed SLAs/OLAs Responsible for overseeing the knowledge management process and related activities, including the capturing, sharing and accessibility of knowledge articles within ServiceNow

SIAM-based Supplier Coordination:

Implement and manage the SIAM model to ensure cohesive end-to-end service delivery by overseeing vendor interdependencies and ensuring compliance with service level agreements. Act as the primary point of contact between Elexon's internal teams and external service providers for IT service related issues and escalations.

Major Incident Management (MIM):

Accountable for effective management of the major incident management process ensuring that all major incidents are resolved in a timely manner Accountable for ensuring all key stakeholders are engaged and deliver in line with their agreed responsibilities Responsible for providing the MIM service as an out of core hours on call service on a rota basis

Continuous Service Improvement (CSI):

Regularly review IT service performance and identify opportunities for improvements across those associated services Implement and maintain ITIL-based continuous improvement initiatives to enhance efficiency, reduce costs, and improve service quality Gather feedback from stakeholders and end-users to drive improvements in IT services

Governance and Compliance:

Ensure compliance with industry regulations, data protection laws, and Elexon's internal IT governance policies associated with Service Management and IT Security Conduct regular service reviews with suppliers to ensure adherence to contracts and agreed performance standards Create, publish and maintain an agreed suite of service reports for all key stakeholders Maintain accurate related documentation for audit and compliance reviews

Risk Management:

Proactively manage service-related risks, including those arising from supplier relationships, system vulnerabilities, or regulatory changes. Working with Service Continuity Management to ensure contingency plans and disaster recovery protocols are implemented and maintained to mitigate the impact of service outages or critical incidents.

Stakeholder Communication and Engagement:

Act as the bridge between technical teams, suppliers, and business stakeholders, ensuring clear and transparent communication regarding service performance, incidents, and improvements Provide regular updates to senior management on service performance, risks, and upcoming changes Engage with the wider energy industry, ensuring that Elexon's service management practices align with industry needs and changes

Capabilities and competencies:

Critical:

Several years demonstrable IT Service Management experience of working in a medium to large IT Service Management function in a multi-vendor supplier landscape Demonstrable experience of successfully managing managed service providers to agreed service levels Strong understanding of ITIL framework and IT service management principles. Excellent leadership and team management skills. Exceptional customer service and communication skills. Proven ability to manage multiple priorities and deliver results under pressure. Strong analytical and problem-solving abilities. Proficiency in using ITSM tools (e.g., ServiceNow,BMC Remedy).

Developmental / Desirable:

Understanding UK electricity market and key regulations. Knowledge of cybersecurity and risk management in energy IT services. Familiarity with energy market regulations and Ofgem standards

Elexon career path / Potential next role(s):

Head of Service Management Service Owner Vendor Lead

In return, Elexon provides:

Up to 75,000 28 days annual holiday + Bank Holidays Discretionary annual incentive scheme Life assurance Pension Private medical (Bupa) Private dental (Bupa)

At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:

Hybrid working - 2 days per week at our London office BUPA health check Employee Assistance Programme Eye care voucher scheme Subsidised gym membership Cycle to Work Scheme Buying & selling holiday scheme Computing scheme Corporate Social Responsibility (CSR) days Season ticket loan

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

Provide true equality of opportunity

Attract and retain diverse talent

Listen to all voices

Be representative of the communities we work in

Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voic

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