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About the Role
Lead the service management organization responsible for end-user support, deployment operations, ITSM practices, and service excellence across EDF Trading. This role is accountable for the quality, consistency, and efficiency of technology services delivered to the business, owning the service-management operating model, service catalogue, end-user computing strategy, major-incident framework, and continual-service-improvement programme.
Responsibilities
- Define and execute the enterprise service-management strategy and operating model.
- Lead the End User Support, Deployment Operations and Service Management Practice teams, ensuring effective L1, L2 and L3 support, request fulfilment, communications and user experience.
- Own incident, major incident, problem, change, request, knowledge and service-configuration-management disciplines.
- Establish and maintain a service catalogue with measurable service commitments and performance indicators.
- Champion a user-focused support experience, adapting communication and problem-solving to meet the needs of diverse users.
- Drive continual-service-improvement initiatives across all technology functions.
- Own end-user technology lifecycle management including collaboration tooling, endpoint services, device management, and workplace experience capabilities.
- Ensure efficient onboarding/offboarding, request fulfilment, service communications and user engagement.
- Improve service performance through automation, workforce optimisation, workflow simplification and self-service adoption.
- Establish governance and quality controls around CMDB accuracy, asset management and service reporting.
- Lead major incident management processes and executive communications during critical events.
- Manage service-management tooling, supplier relationships and associated budgets.
- Provide regular reporting on service performance, incident trends, and improvement actions to senior management.
Requirements
- Significant leadership experience in IT service management, service delivery, end-user computing, technology operations or customer-facing technology services.
- Proven experience leading enterprise-scale support and operational-service functions.
- Demonstrable ownership of major incident, problem and change management frameworks.
- Proven ability to improve service quality, user experience, operational reporting and incident outcomes.
- Experience implementing and improving service-management operating models and ITSM tooling.
- Strong stakeholder-management skills at both executive and operational levels.
- Experience managing geographically distributed support organisations.
Skills
- ITIL 4
- Modern service-management practices
- Incident management
- Request management
- Problem management
- Change management
- Knowledge management
- Configuration management
- Enterprise ITSM platforms
- Workflow automation
- Service analytics
- End-user computing
- Endpoint management
- Collaboration platforms
- Workplace technologies
- Operational resilience
- Service continuity
- Cyber operational controls
- Audit requirements
- Service-level metrics
- Reporting frameworks
- Operational dashboards
- Cyber hygiene
- Endpoint security
- Access management
- Patching
- Resilience
- Operational readiness
- Service-oriented leadership
- Governance mindset
- Operational discipline
- Data-driven analysis
- Communication
- Customer experience focus
- Continual improvement focus
- Coaching
- People leadership
Location
- London
- Paris
- Singapore
- Houston
Work Type
- Hybrid working
Experience Level
- Leadership experience
Benefits
- Hybrid working (location dependent)
- Personal pension plan
- Private medical and dental insurance
- Bi-annual health assessments
- Corporate gym memberships
- Electric car lease programme
- Childcare vouchers
- Cycle-to-work scheme
- Season ticket loans
- Volunteering opportunities
About the Company
- EDF Trading is part of the EDF Group, a world leader in low-carbon, sustainable electricity generation.
- Energy markets evolve rapidly, requiring agility and flexibility.
- EDF Group and its customers trust EDF Trading to manage their assets effectively and efficiently through expert risk management.
- EDF Trading has over 20 years of experience, making them leaders in the field.
- The company operates in power, gas, LNG, LPG, oil, and environmental products.
Equal Opportunity
- Gender balance and inclusion are very high on the agenda at EDF Trading.
- EDF Trading is an ever-diversifying family of around 750 colleagues.