If you enjoy connecting people, technology and business needs, and know how to keep services moving while improving how they work, this is an opportunity to make a visible impact across our organisation.
About the Role
As our Service Delivery Manager, you’ll be responsible for the operational health, stability and performance of our IT services. Working across technical teams and the wider business, you’ll create transparency around service performance and help stakeholders align on priorities, risks and outcomes. The role combines a strong understanding of IT service management with the ability to step back, see the bigger picture and support informed decision-making.
Your responsibilities will include
Overseeing end-to-end IT service delivery, ensuring services meet agreed standards and remain aligned with business needs.
Taking ownership of major incidents and escalations, coordinating technical teams and vendors to support timely resolution and effective root cause analysis.
Leading service improvement plans and project-to-operations transitions to strengthen performance and ensure new and changed services integrate smoothly.
Providing senior stakeholders with clear insights into service health, risks and improvement opportunities, turning operational and technical information into the context needed for informed decision-making.
Applying ITIL best practices to strengthen governance, process consistency and service quality, while ensuring our services remain compliant with relevant policies, security standards and governance frameworks.
Ultimately, the role is about creating a strong connection between our technical teams and the wider business. You’ll balance immediate operational needs with longer-term service improvements, helping us build IT services that are stable today while continuing to evolve with the business.
About You
You’re comfortable working where technology, operations and business priorities meet, moving naturally between operational detail and the wider business picture. You can engage confidently with technical specialists without losing sight of the broader business impact, and you adapt the level of detail to the audience in front of you. Just as importantly, you bring a collaborative and pragmatic approach, with a focus on transparency, customer needs and measurable improvement.
To succeed in the role, we’re looking for someone who
Has a strong understanding of ITIL, IT governance and service performance management, with the ability to put these principles into practice.
Brings solid technical literacy across IT environments and can constructively challenge, guide and collaborate with IT teams and external vendors.
Can manage major incidents and escalations effectively, bringing structure to complex situations and maintaining focus on resolution and follow-through.
Communicates clearly and concisely, whether discussing operational detail with technical colleagues or presenting service health, risks and business impact to senior leadership.
Is skilled in problem-solving and continuous improvement, with the ability to identify opportunities, translate them into practical actions and drive those actions through to measurable outcomes.
You don’t need to be the technical expert in every conversation. What matters is having enough technical understanding to ask the right questions, challenge where needed and connect operational detail with the bigger picture. You will bring a strong customer focus to those conversations, building trusted relationships while keeping transparency, service quality and measurable outcomes front of mind.
About Centrica Energy
We’re a global energy trading company and the energy trading and optimisation arm of Centrica plc. From eight offices across Europe, Asia and North America, our 800+ Energy Movers help move energy from source to use, connecting producers, large-scale consumers and trading counterparties around the world.
We trade power, gas, LNG and green certificates, and manage more than 18.9 GW of energy capacity under contract, with more than 85% coming from renewable assets. By combining market expertise with cutting-edge technology, we help manage risk, optimise energy assets and support the transition towards a more sustainable energy future.
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Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/centricaenergy
If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
