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About the 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.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Requirements

• 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
• 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
• 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

Skills

• ITIL (v4 preferred)
• Major Incident Management
• CMDB management
• Service dependency models
• Stakeholder management
• Data-driven analysis
• Automation
• Operational efficiency
• Strategic thinking
• Operational execution
• Decision-making
• Communication
• Influence
• Ownership
• Continuous improvement

Location

• London, UK (on-site 3 days/week)
• Aalborg, Denmark (travel)
• Antwerp, Belgium (travel)

Work Type

• On-site (hybrid)
• Travel

Experience Level

• Head of

Benefits

• Total rewards designed for flexibility
• Support for financial, physical, and emotional wellbeing
• UK's best Carers Policy
• Flexibility and wellbeing approach

About the Company

• A family of brands revolutionising how we power the planet.
• Energisers focused on a greener, fairer future.
• Creating an energy system not reliant on fossil fuels.
• Igniting positive change in communities.
• Centrica Energy is a global renewable energy trading company that moves energy from source to use.
• Comprised of 12 different businesses united by the purpose of Centrica.
• Leading the energy transition through innovative green products and intelligent energy solutions.
• Committed to creating positive change in local communities.

Equal Opportunity

• We're building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong.
• Real inclusivity also means supporting the different realities our people face.