ITSM Process Lead
About The Role
National Energy System Operator (NESO) is looking for an ITSM Process Lead to oversee Service Management operations across the organisation. The role will ensure to Manage the Service Management operations as an effective single point of contact for IT services Operations, delivering consistent, high-quality support for incidents, service requests and user enquiries.
Working closely with service owners, delivery teams, SIAM towers, resolver groups and managed service partners, the ITSM Process Lead will drive service performance, process adherence, customer experience and continual improvement. This role is critical to strengthening day-to-day support, improving service quality and enabling a scalable, customer-focused IT operating model for NESO.
This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.
This role is designated as requiring a National Security Vetting (NSV) clearance. You will usually need to have been a resident in the UK for the last five years to apply for the required level of clearance. We would invite any applicants who do not currently meet this residency requirement to still express an interest in the role.
Key Accountabilities
About You
A competitive salary of £58,000 - £64,000 dependent on experience and capabilityAs well as your base salary, NESO's core benefits are the essential perks and advantages that form part of your employee package. - You will receive a bonus based on company performance- 26 days annual leave as standard - A competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. - Annual Enrollment to NESO Savings Plan, when you save between £20- £500 a month from your take-home pay, we will pay a 50% matching contribution.
Benefits
NESO's flexible benefits programme provides you with more flexibility around your health, lifestyle and protection benefits, here's just a few available:
At the National Energy System Operator (NESO), we play a vital role in tackling climate change and securing Great Britain's energy future. We already operate the world's fastest decarbonising electricity system and are working towards our ambition to run it carbon-free for a short period this year - provided the market supplies electricity exclusively from renewable sources. Alongside this, we provide expert advice to government on how to deliver a clean power system by 2030.
In autumn 2024, the Electricity System Operator (ESO) transitioned to become NESO - an independent, expert public corporation with a whole-system view across electricity, gas, and hydrogen. NESO operates independently and transparently, always acting in the best interests of all energy users.
Licensed and regulated by Ofgem, we make impartial decisions that balance sustainability, affordability and security. Our organisation is fully independent from government, the regulator and all commercial interests, with a clear focus on system-wide benefit, long term thing and public value.
The time to deliver is now. Join the energy transformation and help shape the future.
Your energy. Our future. Together
National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.
More Information
This role closes at 23:59, on the day before date shown above, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.
Research shows that some people may hesitate to apply unless they meet every single requirement. At NESO, we believe potential comes in many forms and we're committed to a fair, inclusive recruitment
We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential. If this role sparks your interest but you're not sure you tick every box, we still want to hear from you. process where everyone has the opportunity to show their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds.
National Energy System Operator (NESO) is looking for an ITSM Process Lead to oversee Service Management operations across the organisation. The role will ensure to Manage the Service Management operations as an effective single point of contact for IT services Operations, delivering consistent, high-quality support for incidents, service requests and user enquiries.
Working closely with service owners, delivery teams, SIAM towers, resolver groups and managed service partners, the ITSM Process Lead will drive service performance, process adherence, customer experience and continual improvement. This role is critical to strengthening day-to-day support, improving service quality and enabling a scalable, customer-focused IT operating model for NESO.
This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.
This role is designated as requiring a National Security Vetting (NSV) clearance. You will usually need to have been a resident in the UK for the last five years to apply for the required level of clearance. We would invite any applicants who do not currently meet this residency requirement to still express an interest in the role.
Key Accountabilities
- Service Management Operations Leadership - Service operations and ensure delivery of Incident, MIM, CIM, Request, Knowledge and ITSM processes.
- ITSM process lead to guide MIM, Problem and change Management and liaise third party suppliers
- ITIL process adherence across the supplier ecosystem
- Drive process standardisation and adoption across NESO and managed service providers
- Continual Service Improvement - Drive improvements across ITSM processes and enhance user experience and efficiency
- Ensure audit readiness and compliance with regulatory and security controls
- SIAM & Stakeholder Coordination - Coordinate with resolver groups and suppliers and Manage escalations and stakeholder communication
- Define and track KPIs, SLAs and reporting to drive performance improvement
- Collaborate with stakeholders to improve service performance and user experience
- Embed knowledge management and continuous improvement practices
- Support ITSM process leads for the Key ITIL process
About You
- Extensive ITSM experience within complex, enterprise environments
- Strong knowledge of ITIL frameworks and best practice application
- Hands-on experience with SeviceNow or equivalent ITSM tooling
- Strong stakeholder engagement and communication capabilities
- Proven ability to implement governance and drive process adherence
- Experience working with managed service providers and multi-vendor ecosystems
- Experience in managing Continual service improvements
- Hold ITIL v4 certification, or equivalent experience
- Knowledge of ITSM tools and Agile ways of working
- ServiceNow certification, or equivalent experience
A competitive salary of £58,000 - £64,000 dependent on experience and capabilityAs well as your base salary, NESO's core benefits are the essential perks and advantages that form part of your employee package. - You will receive a bonus based on company performance- 26 days annual leave as standard - A competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. - Annual Enrollment to NESO Savings Plan, when you save between £20- £500 a month from your take-home pay, we will pay a 50% matching contribution.
Benefits
NESO's flexible benefits programme provides you with more flexibility around your health, lifestyle and protection benefits, here's just a few available:
- Flexible Bank Holidays & Holiday Trading
- Additional Birthday Day Off
- Cycle to Work Scheme, Retail & Gym Discounts
- Private Medical Insurance, Critical Illness Insurance & Personal Accident Insurance
At the National Energy System Operator (NESO), we play a vital role in tackling climate change and securing Great Britain's energy future. We already operate the world's fastest decarbonising electricity system and are working towards our ambition to run it carbon-free for a short period this year - provided the market supplies electricity exclusively from renewable sources. Alongside this, we provide expert advice to government on how to deliver a clean power system by 2030.
In autumn 2024, the Electricity System Operator (ESO) transitioned to become NESO - an independent, expert public corporation with a whole-system view across electricity, gas, and hydrogen. NESO operates independently and transparently, always acting in the best interests of all energy users.
Licensed and regulated by Ofgem, we make impartial decisions that balance sustainability, affordability and security. Our organisation is fully independent from government, the regulator and all commercial interests, with a clear focus on system-wide benefit, long term thing and public value.
The time to deliver is now. Join the energy transformation and help shape the future.
Your energy. Our future. Together
National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.
More Information
This role closes at 23:59, on the day before date shown above, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.
Research shows that some people may hesitate to apply unless they meet every single requirement. At NESO, we believe potential comes in many forms and we're committed to a fair, inclusive recruitment
We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential. If this role sparks your interest but you're not sure you tick every box, we still want to hear from you. process where everyone has the opportunity to show their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds.