Deputy Director - IT Service Operations

Ofgem is working hard on behalf of energy consumers to ensure that every household and business in the UK can rely on a safe, affordable, and environmentally sustainable energy supply. We are playing a vital role in accelerating the transition to Net Zero and a carbon neutral energy system – a goal that everyone wants to achieve. Whatever your role, you’ll be playing your part in creating new energy solutions that are great for customers, and great for the environment.

Ofgem is also undergoing its own transformation, with Digital, Data and Technology Services (DDSS) at the heart of how Ofgem operates and how it is transforming for the future, providing the digital platforms, data, technology and services that enable Ofgem to regulate effectively, protect consumers and respond to rapid change across the energy system. From keeping critical services running reliably every day, to enabling smarter, more data-driven decision-making, DDSS plays a vital role in supporting colleagues across the organisation.

Data and AI are central to this future. Ofgem’s work increasingly depends on timely, trusted data, robust digital services and the ability to turn insight into action, adopting AI safely and responsibly. DDSS is building the foundations that make this possible, from strengthening core data platforms and management information, to creating the operational resilience, governance and service reliability that data-driven and AI-enabled services depend on.

At the same time, Ofgem’s current operating model is adapting to better support the organisation’s ambition to scale data, AI and automation in a way that is safe, sustainable and trusted. This transformation makes DDSS an exciting place to be right now. We are investing in modern service management, stronger operational leadership, and clearer alignment between strategy, delivery and day-to-day operations.

Critical to this period of change, is the strategic leadership and operational oversight across Ofgem’s enterprise IT services. As an established IT Service Operations leader, you will have significant impact in embedding a culture of operational excellence across Service Design and Management and End User Computing, giving colleagues access to the key tools and services they need to support the UK energy market.

You will strategically lead four key areas: Service Management, EUC, Service Desk, and Service Design/Transition; ensuring operational excellence and wider enterprise improvement across the organisation., This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

See our vetting charter . People working with government assets must complete baseline personnel security standard (opens in new window) checks., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Do you have experience in Workday?, Crucial to your success will be demonstrable experience in the following areas:

• Strategic Leadership & Service Vision:

Proven and extensive ability to set and lead the strategic direction for IT Service Operations, aligning delivery with wider organisational goals, and translating vision into measurable outcomes across a variety of enterprise scale operations, covering the full range of Digital Services (i.e. End User Compute, Data, Applications etc).

• Operational Excellence & Service Improvement:

Demonstrable experience in leading large-scale service delivery design, service introduction and transformation, including implementation of ITIL 4-aligned frameworks, risk and governance controls, and continuous improvement initiatives. Extensive experience of introducing, operating and refining services will be required across a broad range of Digital, Data and Security Services (inc. Microsoft, Salesforce and Workday tech stacks).

• End User Computing & Digital Workplace Leadership:

Managing and developing improvements to EUC services at scale (1500+ users), ensuring secure, reliable, and user-centred access to digital tools and technologies.

• Stakeholder Engagement & Commercial Acumen:

Excellent communication and influencing skills, managing Enterprise-wide vendor relationships, and building trust across senior stakeholders internally and externally, up to and Including Director General level.

• Budget and Financial Management:

Knowledge or experience of budget/financial management for Digital services procurement, including the vendor engagement across various types of IT services/contracts/assets. In terms of scale, you will be able to demonstrate £ multi-million direct budget accountability., This role is open to public sector and private sector candidates and would suit someone with experience of working within Enterprise scale organisations as an IT Service Management leader keen to make a difference to millions of energy customers across the UK.

£81,000 - £117,800 Standard pay rules apply for existing civil servants. i.e. you will either be appointed on a level transfer or on promotion you will receive a 10% increase or bottom of the salary level which is currently £81,000 A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £81,000, OFGEM contributes £23,465 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Ofgem can offer you a comprehensive and competitive benefits package which includes: up to 30 days annual leave.

• Excellent training and development opportunities.
• The opportunity to join the Civil Service pension with an employer contribution of 28.97%.
• Flexible working hours and family friendly policies.
• Restaurant and subsidised gym (London only).
• Interest free season ticket loan.

Ofgem has a culture of inclusion that encourages, supports and celebrates the diverse voices and experiences of our colleagues. It fuels our innovation and helps ensure we can best represent the consumers and the communities we serve. Everyone is welcome - as an inclusive workplace, our employees are comfortable bringing their authentic selves to work.