Head of IT Operations
UK Power Networks
London Flexible, United Kingdom
10d ago


This role leads the operational management of all UKPN IT Operational services with the inclusion of Network Control Systems.

IT Operations is primarily outsourced to a selection of managed Service providers. The Head of IT Operations is accountable for the operational performance of these contracts and the management of UKPN Operations resources which directly interface with these suppliers.

Commercial management of these suppliers is performed by the IS Commercial and this role will work very closely with this function to ensure overall contract performance is ensured.

As multiple 3rd parties are engaged to deliver IT Operations, a Service Integration Function has been established to ensure that the cross Service Tower management functions are performed.

The Director of IT Operations will directly manage and be accountable for all IT Service Integration and lead all aspects on continuous improvement across all IT Service Towers including outsourced service towers


Manages IT Operational Service of all aspects of IT including Network Control Systems Infrastructure.

Staff : TBC


  • Management of IT Operations Team delivering in accordance with ITIL V3 processes : ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement
  • Operational Management of IT Service Providers and internal teams : Infrastructure (DC and distributed) End user Computing Applications Network and Telecoms Service Management Control Systems Infrastructure
  • Management of Operational Design Assurance of projects and BAU change requests
  • Management of Operational Service Reporting
  • Management of End to End IT Capacity Management
  • Management of IT Asset management
  • Management of IT Operational Risk and Audit Compliance
  • Management of small scale IT project delivery (
  • Management of Customer Satisfaction
  • Delivery of an efficient IT Operations function
  • Management transition to SIAM operating model
  • Management of Supplier Relationship Team

    The IS Organisation is responsible for UK Power Networks’ IT provision. This includes a large supply base which is managed operationally in the IT Operations team.

    The individual will manage the IT Operations team to enable robust management of current and future third party vendors.

    The role requires excellent commercial and communication skills.

    The post-holder will demonstrate :

  • Ability to manage, motivate and engage staff successfully to deliver professional, high quality information technology solutions as part of a customer focused service.
  • The capacity to motivate, inspire and lead with a forward thinking perspective.
  • Skilled in coaching people to build their capability and confidence in advising and supporting business areas deal with a range of information technology related issues.
  • Excellent persuasive communication, negotiating and influencing and relationship building skills at a senior level.
  • Effective leadership behaviour which creates a high performing customer focused team aligning individual capability with long term business requirements.
  • A tenacity to drive excellence and quality in all aspects of their areas of responsibility, identifying and embracing best practice.
  • Confident operating and managing in an environment of change.
  • Results focused - able to act decisively delivering successful outcomes based on informed business judgement.
  • Excellent customer focus demonstrating a thorough understanding of the customer needs.
  • Strategic focus on long term aims and objectives while dealing tactically with operational issues.
  • Continuously look for opportunities for improvement and develop strategies for change to influence and shape the future direction of IT and business adapting thinking and behaviour to suit the requirements of different situations.
  • Delivery of efficiencies both to improve customer satisfaction and to deliver cost efficiency
  • Openness and accountability for financial spend, commercial opportunity and a proactive approach in managing commercial risk, threats and the overall IT Operational financial position
  • Chair a key governance boards that drive operational excellent in how IT implement new service transition, change and live service delivery

  • Degree or equivalent professional experience with IT.
  • Demonstrate commitment to continuous professional development.
  • Have extensive experience in managing at a senior level, IT infrastructure technical resources and operations, covering network (data & voice), telecommunications, server, storage, backup, database, virtualisation and software distribution.
  • Extensive experience in managing data centre environments.
  • Varied and excellent experience in non-people Technical Resource management.
  • Excellent and proven experience in staff resources management, and workforce planning, including working in a matrix environment.
  • Experience in IT Continuity Management, Disaster Recovery.
  • Experienced in availability and capacity management.
  • Familiarity with Service Delivery standards and frameworks (eg ITIL or COBIT).
  • Evidence of good technical knowledge in the following areas : Infrastructure (DC and Distributed) End User Computing Applications Network and Telecoms Database and application design Virtualisation
  • Experience or understanding of the structure and organisation of utilities and their core activities.
  • Experience in supplier relationship management
  • Health & Safety Responsibilities

    Managers and supervisors carry both legal and company responsibilities for ensuring the health and safety of their employees, those under their control and those who might be affected by the work undertaken, i.

    e. public, visitors and employees of other organisations. This includes briefing individuals working for them and ensuring there is the necessary understanding, competence and application of requirements to work safely and without harming the environment.

    Employees are responsible for ensuring they fully understand the health and safety risks involved in their work activities and their responsibility to apply the controls needed to manage those risks to acceptable levels.

    Similarly where work activities can have an adverse impact upon the environment, and particularly where there are legal requirements, employees are responsible for understanding those impacts and the controls they must ensure are applied.

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