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About the Role
The Head of IT Service Operations is responsible for the stability, resilience, governance, and continuous improvement of Centrica Energy’s Trading Infrastructure services. This role bridges Trading, Group Technology, and external suppliers, ensuring services meet business needs while driving operational excellence, automation, and ITIL best practices.
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.
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.
Skills
- ITIL v4
- Major Incident Management
- CMDB Management
- Service Dependency Management
- Operational Governance
- Stakeholder Management
- Communication
- Analytical Skills
- Data Analysis
- Automation
- Operational Efficiency
Location
- London (Mayfair)
Work Type
- Hybrid (3 days per week on-site)
Experience Level
- Senior Operational Leadership
Benefits
- Flexibility to choose what you need, when you need it
- Financial support
- Physical support
- Emotional support
About the Company
- 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.
- 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.
Equal Opportunity
- Our priority is supporting all of the different realities our people face.
- Life is about so much more than work. We get it.
- 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.