We are Centrica! Were so much more than an energy company. Were a family of brands revolutionising a cleaner, greener future. Working here is #MoreThanACareer – were powered by purpose. Together we can make an impact that will truly change tomorrow. Whether youre developing cutting-edge green tech, helping customers on the front line or simplifying operations behind the scenes.Your work here isnt just a job its a mission. We all play a vital role in energising a greener, fairer future.
About your role:
The Head of IT Service Operations is responsible for the stability, resilience, governance, and continuous improvement of Centrica Energy’s Trading Infrastructure services. The role acts as the bridge between Trading, Group Technology, and external suppliers, ensuring services meet business requirements while driving operational excellence, automation, and ITIL best practices.
Location: London (Mayfair), 3 days per week on-site, with occasional travel to Denmark and Belgium.
Key Responsibilities
Own service performance, SLAs, OLAs, reporting, and governance across Trading Infrastructure.
Lead Major Incident Management (P1/P2), stakeholder communications, root cause analysis, and service recovery.
Govern ITIL processes including Incident, Problem, Change, Configuration, and Service Request Management.
Maintain CMDB accuracy, service mapping, and dependency management to support operations and governance.
Drive Post-Incident and Post-Change Reviews, ensuring lessons learned translate into measurable improvements.
Use operational metrics and trend analysis to identify risks, improve service stability, and increase efficiency.
Provide executive-level reporting on service health, incidents, risks, and performance.
Lead teams and foster a culture of accountability, resilience, and continuous improvement.
Key Requirements
Extensive experience in Infrastructure Operations and Service Management, ideally within trading or other mission-critical environments.
Strong ITIL knowledge (v4 preferred) and proven Major Incident Management experience.
Experience managing CMDBs, service dependencies, and operational governance.
Excellent stakeholder management and communication skills.
Strong analytical and data-driven approach to service improvement.
Experience driving automation and operational efficiencies.
Accountabilities
Overall service stability, performance, governance, and resilience.
Effective incident resolution and root cause management.
Delivery of accurate operational reporting and insights.
Continuous improvement, compliance, and operational efficiency.
Alignment between Trading and Group Technology objectives.
Leadership Profile
Strategic thinker with strong operational execution.
Calm and structured under pressure.
Influential communicator and stakeholder manager.
Ownership-oriented with a focus on outcomes.
Committed to continuous improvement and team development.
In summary: A senior operational leadership role focused on ensuring reliable, well-governed trading infrastructure services while driving ITIL maturity, service excellence, resilience, and continuous improvement across Centrica Energy.
…