IT Service Manager

We’re looking for an experienced IT Service Manager (Grade 12) to join our Service Management team on a permanent basis.

In this pivotal, service-focused role, you’ll be responsible for the end-to-end management and integration of IT services supporting critical data platforms, including the Data Integration Platform (DIP). Operating within a multi-supplier / SIAM environment, you’ll ensure services are delivered seamlessly, securely, and in line with ITIL best practice.

Working at the heart of our service model, you’ll play a key role in maintaining service performance, managing major incidents, and driving continuous improvement, supporting Elexon and the wider energy industry to operate effectively.effectively

What you’ll do:

• Own the end-to-end delivery of IT services, ensuring performance against SLAs, OLAs, and KPIs
• Act as the primary point of contact for service delivery, coordinating internal teams and third-party suppliers
• Lead SIAM-based service integration across a multi-vendor environment, ensuring clear accountability
• Oversee Major Incident Management, ensuring timely resolution, effective communication, and stakeholder alignment
• Drive continuous service improvement (CSI), enhancing service performance, resilience, and customer outcomes
• Monitor service performance, identify risks and trends, and implement mitigation and improvement plans
• Ensure services are delivered in line with security, compliance, and regulatory requirements
• Maintain high-quality service reporting, documentation, and audit evidence
• Build strong relationships across Technology, Product, Legal, Supply Chain, and external stakeholders
• Support data platform operations, including services underpinning data integration, exchange, and processing (e.g. Azure-based platforms)
• Participate in major incident on-call support on a rota basis

What you’ll bring:

• Strong experience in IT Service Management within a multi-supplier / SIAM environment
• Proven experience managing managed service providers and vendor ecosystems
• Solid knowledge of ITIL frameworks and service management best practices
• Experience leading Major Incident Management and service recovery
• Experience supporting data platforms, integrations, or cloud environments (e.g. Azure)
• Strong stakeholder management skills, with the ability to influence at senior levels
• Customer-focused mindset with a track record of improving service performance and outcomes
• Strong analytical and problem-solving skills, able to manage complex service issues under pressure
• Hands-on experience with ITSM tools such as ServiceNow
• Highly organised, proactive, and comfortable managing multiple priorities in a complex environment

Experience within the UK electricity market, cybersecurity, or regulated environments would be advantageous, but is not essential.

What’s in it for you:

• Salary: £75,000
• Excellent benefits including bonus, private medical insurance, and generous pension scheme
• Opportunity to work on critical national infrastructure supporting the GB electricity market
• Exposure to large-scale data platforms, cloud services, and supplier ecosystems
• Hybrid working with 2 days in our London office

Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voic es

Ready to make an impact? Join us and help shape the future of energy services.