Description
service delivery
operational oversight
incident management
kpi monitoring
service assurance
release management
The role focuses on leading release and operations management of the Data Sharing Infrastructure (DSI), a decentralised socio‑technical solution that enables secure, resilient, and standardised data sharing among energy system participants. NESO is acting as the Interim DSI Coordinator, appointed by Ofgem to oversee its implementation and initial operation.
The senior lead will own the end‑to‑end service delivery lifecycle, ensure operational assurance, manage external providers, monitor performance against KPIs and SLAs, and drive continuous improvement of the DSI platform.
- Lead end‑to‑end service delivery lifecycle (strategy, design, transition, operation, continual improvement) for the DSI.
- Provide day‑to‑day operational oversight, ensuring performance, reliability and security of DSI components.
- Manage relationships with outsourced service providers, accountable for service delivery and information security.
- Track, review and improve KPIs and SLAs for capacity and availability.
- Coordinate incident and problem management, oversee service recovery and conduct root‑cause analysis.
- Conduct service assurance activities, including internal reviews, audits and compliance checks.
- Support planning, execution and governance of functional, non‑functional, integration, UAT and OAT testing for the DSI.
- Influence product roadmap by collaborating with the Product Owner on service‑related enhancements.
- Maintain up‑to‑date service documentation such as runbooks, support procedures and operational guides.
- Chair regular operational service reviews with senior stakeholders and delivery partners.
- Drive continuous service improvement of processes, tools and DSI performance.
- Serve as primary contact for service queries, escalations and stakeholder communications, coordinating with NESO teams.
Requirements
itil
supplier management
team leadership
incident response
service improvement
stakeholder engagement
We seek a professional with extensive experience in digital service delivery and operations within complex, multi‑stakeholder environments, strong ITIL foundations, and a proven track record of managing suppliers, leading cross‑functional teams, and handling incident response and service improvement.
- Experience delivering and operating digital services in multi‑stakeholder environments, with strong ITIL knowledge.
- Proven ability to manage external technology partners and enforce SLAs/KPIs.
- Skilled in leading cross‑functional teams and engaging industry stakeholders.
- Track record of leading incident response and service improvement initiatives.
- Excellent stakeholder engagement and communication skills across technical and non‑technical groups.
- Familiarity with service management tools and reporting.
- Experience with service design, integration and transition of digital products or platforms.
Benefits
The position offers a competitive salary of £57k‑£67k per annum, performance‑linked bonus, 26 days of annual leave, a generous contributory pension with double matching, and a comprehensive total rewards package that supports professional development, wellbeing, and work‑life balance.
- Salary £57k‑£67k per annum, performance‑linked bonus.
- 26 days annual leave and flexible working arrangements.
- Double‑matched contributory pension up to 12 % company contribution.
- Comprehensive total rewards covering health, finance, wellbeing and career development.
Training + Development
Information not given or found
