Deputy Director, IT Service Operations

Job summary

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.

Job description

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.

Person specification

Essential Criteria

• 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). (Lead Criteria)
• 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. (Lead Criteria)
• 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.

Desirable Criteria

• Experience of estates management.

If you would like to discuss the opportunity or find out more, please contact Lauren O’Brien on [phone removed] or email [email removed].

#LI-DNI

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Leadership
• Communicating and Influencing

Technical skills

We'll assess you against these technical skills during the selection process:

• You will be asked to conduct a presentation during your interview. Details of the presentation will be included in the invitation to interview.

Benefits

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 (opens in a new window).Ofgem can offer you a comprehensive and competitive benefits package which includes; SCS1 holiday entitlement; Excellent training and development opportunities; The opportunity to join the generous Civil Service pension which also includes a valuable range of benefits; hybrid working (currently 1 day a week in the office but this is kept under review), flexible working hours and family friendly policies. Plus, lots of other benefits including clean and bright offices based centrally, engaged networks and teams and an opportunity to contribute to our ambitious and important targets of establishing a Net Zero energy system by 2050. This exciting blend of professional challenge and personal reward identifies career opportunities at Ofgem as something to get excited about.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please