Deputy Director, IT Service Operations

Could you thrive at the forefront of transforming technology within the energy sector?

Ofgem, Great Britain’s independent energy regulator, is looking for a Deputy Director of IT Service Operations to lead the delivery of secure, resilient and user-centred IT services that underpin our vital regulatory mission.

This is a high-profile leadership opportunity with significant scope to shape the future of digital operations at a nationally critical organisation. You will provide strategic and operational leadership across Ofgem’s enterprise IT services, ensuring they continuously evolve to meet organisational needs and deliver measurable outcomes.

You will lead four core capabilities:

• Service Design and Transition,
• Service Management,
• Service Desk and
• End User Computing (EUC).

A particular focus will be on the need to develop strong customer service approach, as well as assisting with the preparation and onboarding of the services associated with Ofgem's hunger for data exploitation and AI adoption.

The role combines strategic oversight with delivery accountability. You will champion innovation, lead transformation across the live service portfolio, strengthen operational governance and embed a culture of continual improvement, aligned to ITIL principles and Ofgem’s strategic priorities.

We are looking for an experienced digital and technology leader who can demonstrate:

• Strategic Leadership & Service Vision

Proven and extensive ability to set and lead the strategic direction for IT Service Operations, aligning delivery with organisational goals and translating vision into measurable outcomes. This will be demonstrated 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, service introduction and transformation, including implementation of ITIL-aligned frameworks, 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.

• End User Computing & Digital Workplace Leadership

Strong track record in managing and evolving EUC services at scale (at least 1500 users), ensuring secure, reliable, and user-centred access to digital tools and technologies.

• Stakeholder Engagement & Commercial Acumen

Excellent communication and influencing skills, with experience in managing large budgets, Enterprise-wide vendor relationships, and building trust across senior stakeholders.

• Procurement & Commercial Awareness

Knowledge or experience of civil service procurement processes, including tendering, contract management, and commercial negotiations for IT services.

• Budget and Financial Management

Knowledge or experience of budget/financial management for Digital services, including the basic accounting treatments for the various types of IT services/contracts/assets. In terms of scale, you will be able to demonstrate multi-million-pound direct budget accountability.

This job is broadly open to the following groups:

• 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) (opens in a new window)
• 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

Further information on nationality requirements (opens in a new window)

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

As part of your application, you will be asked to upload a 2-page copy of your CV and provide a 1250 word ‘personal statement’ evidencing how you meet the essential and desirable skills and capabilities listed in the role profile. Please ensure you demonstrate clearly, within your supporting statement, how you meet each of the criteria listed in the role profile. In the event of receiving a large number of applications, an initial sift may take place on just the lead criteria indicated in the essential criteria.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected, you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

At Ofgem, we expect our staff to carry out their roles with honesty, fairness and openness. They should follow the Civil Service code and be free from any influence or bias. We are committed to making sure interests are recognised, declared and managed appropriately so that we can fulfil our duties as an energy regulator. Our Conflicts of Interest policy outlines the types of interests Ofgem staff must declare before onboarding, and the rules they must follow throughout employment so that we can clearly demonstrate that our decisions are not influenced by private interests.

Feedback will only be provided if you attend an interview or assessment.