Head of Service Operations

Do you want to help power your career and be part of an evolving energy industry?

An exciting opportunity has arisen for a Head of Service Operations to join our Digital & Innovation team.

The energy industry is advancing with investment in smart technology innovation and Northern Powergrid, as the company responsible for powering everyday life for 8 million customers across 3.9 million homes and businesses in the North East, Yorkshire and northern Lincolnshire, is at the forefront of delivering a power network that meets the region’s needs now and in the future.

The Head of Service Operations will provide strategic leadership and operational oversight for Northern Powergrid’s service delivery functions, including IT, OT and Telecoms, ensuring exceptional customer experience, compliance, and resilience across all operational services.

This role will drive performance excellence, process, and service reliability to meet regulatory obligations and business objectives.

Key Responsibilities

Strategic Leadership:

• Define and implement the Service Operations strategy aligned with Northern Powergrid’s vision and regulatory commitments.
• Lead operational service teams, IT, OT, Telecoms and Applications ensuring timely delivery adhering to cost, quality, and safety standards.
• Establish governance frameworks for service performance, compliance and continuous improvement.

Operational Technology & Telecoms Management:

• Oversee the support and maintenance of OT systems supporting SCADA and network automation.
• Lead the Telecoms infrastructure management (operational and non-operational networks), ensuring high availability and performance.

Compliance and Stakeholder Management:

• Act as a senior representative for Northern Powergrid in industry forums and with regulatory bodies on service performance matters.
• Build strong relationships with internal teams and external partners to deliver integrated service solutions.

Risk and Resource Management:

• Own the Service Operations budget, ensuring effective resource allocation and cost-control.

Key Competencies

• Proven ability to lead and manage large-scale IT operational teams.
• Highly effective communicator with experience engaging stakeholders at executive level
• Demonstrated capability in managing a portfolio of multi-million-pound IT contracts.
• Broad Experience and strong technical knowledge across IT, OT, Telecommunications, and Application Services.

Skills, Knowledge & Qualifications

Essential Qualifications and Experience

• Proven track record in service operations leadership within utilities, energy, or large-scale technology environments.
• Expertise in agile methodologies, governance, and transformation.
• Strong commercial acumen with experience managing multi-million-pound budgets.
• Exceptional stakeholder management and influence at executive and regulatory levels.
• Full UK driving license.

Desirable Qualifications and Experience

• Experience in the utilities or energy sector.
• Experience in senior service operations leadership roles at head of level.

Alongside a competitive salary of £90,000+ (dependent on experience), we offer a comprehensive benefits package that includes:

• Enrolment into our pension scheme
• 25 days holiday (rising with service) plus bank holidays
• Car allowance / company car scheme
• Excellent opportunities for career growth
• Medical and Dental Cover

Posted: 16/01/26

Closing date for applications: 30/01/26

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.