Service Owner

We’re looking for a Service Owner (Grade 13) to join our Settlement & Insight team at Elexon on a permanent basis.

In this role, you’ll take end-to-end accountability for the successful delivery of one or more critical Balancing and Settlement Code (BSC) services. You’ll lead a team of analysts, manage service performance, budget, risk and operational change, and work closely with Product Owners, Service Management and external partners to ensure services remain reliable, efficient and focused on customer needs.

You’ll combine service leadership, people management and electricity market knowledge, taking ownership of both day-to-day operational delivery and the longer-term evolution of your services through Agile ways of working and ITIL best practice.

What you’ll do:

Lead the successful delivery of allocated BSC services, ensuring obligations, customer expectations and contractual SLAs/KPIs are met

Manage, coach and develop a team of Service Analysts, building capability, knowledge and succession across the service

Take accountability for service risks, issues and incidents, using subject matter expertise to drive them through to resolution

• Lead incident response and service restoration in partnership with Service Management
• Manage the service budget, forecasting accurately and ensuring the service delivers value for money
• Oversee outsourced business processes and external service providers supporting delivery

Define and monitor OKRs, KPIs and service performance measures, using service analytics to identify opportunities for improvement

Ensure operational data is appropriately managed, maintained, secured and governed

Own operational change across the full change lifecycle, from impact assessment through testing, readiness and implementation

Deliver business readiness activities including Training Needs Analysis, operational documentation and service acceptance

Work closely with Product Owners to influence product strategy, backlog, prioritisation, investment cases and roadmaps

Act as a senior Subject Matter Expert, assessing industry changes and their impact on BSC services and operational processes

Build strong relationships with customers and senior external stakeholders including Ofgem, DESNZ, System Operators, BSC Parties and other industry bodies

Chair and facilitate meetings and communicate complex service and industry matters clearly to a range of audiences

Drive continuous improvement, knowledge management and operational efficiency across your services

What you’ll bring:

Strong understanding of the GB electricity market and the ability to quickly build detailed knowledge of BSC services

Experience managing and developing a team, including setting direction, delegating work and supporting performance

Strong understanding of service management principles and ITIL best practice, including incident, problem, change and service level management

• Experience taking accountability for operational services, performance and customer outcomes
• Strong stakeholder management and communication skills, including working with customers and external service providers
• Experience managing budgets, financial planning and cost control
• Strong problem-solving and decision-making skills, with the ability to manage complex operational issues
• Experience delivering service change, from impact assessment through to implementation
• A track record of driving continuous improvement and process efficiency
• Strong planning, organisation and resource management skills
• Experience developing and embedding knowledge management practices

It would also be beneficial if you have:

Knowledge of BSC Procedures, including Settlement, Credit arrangements, Industry Standing Data and Balancing Mechanism Units

• Understanding of BSC Agents, BSC Parties and the wider BSC governance structure
• Experience working with Agile delivery methods
• Understanding of IT systems, infrastructure and emerging technologies
• Awareness of wider changes taking place across the GB electricity market

What’s in it for you:

• Salary - £82,700
• Excellent benefits including bonus, private medical insurance and generous pension scheme
• The opportunity to work within a thriving organisation which can support your growth and development
• We operate a hybrid working approach with 2 days in our London office
• Our culture

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry
• Elexon together, embracing differences, listening to all voices

Ready to make an impact? Join us and help shape the future of energy services.