Service Delivery Lead

Join us, be part of more. We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it. About your team: At British Gas, our mission is to sell it and mend it. We’ve been powering the UK homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint. Service Delivery Lead Full time or Part time About your team: At British Gas Energy, our ambition is to be Britain's favourite energy supplier We’ve been powering the UK homes and businesses for over 200 years – but supplying energy is just part of what we do. We’re making the UK greener and more energy efficient, getting closer to Net Zero. By using clever tech like thermostats, heat pumps, solar panels and EV chargers, we’re making it cheaper and easier for our customers to reduce their carbon-footprint. As our Service Delivery Lead, you’ll be the anchor point ensuring IT services meet business expectations—translating technical solutions into meaningful outcomes while maintaining stability, reliability, and high performance. You’ll shape, monitor, and optimise the way services are delivered across teams, helping to embed a culture of collaboration, agility, and excellence. Key Accountabilities Lead the end-to-end delivery of IT services, aligned to SLAs and KPIs Monitor performance metrics and drive actionable service improvements Act as the linchpin between business, development, and IT operations to align goals and priorities Translate technical concepts for non-technical stakeholders with clarity and precision Collaborate with Product Owners to develop and evolve core ITSM processes (incident, problem, change, and release) Continuously identify opportunities for improving service reliability, efficiency, and user experience Champion a culture of learning, innovation, and proactive problem-solving Stay current with industry trends, best practices, and modern frameworks (Agile, ITIL) Lead service transition efforts and integration of new technologies into BAU Manage escalations and risks, coordinating resolution efforts across teams Support flexible working patterns, including occasional on-call responsibilities and post-incident reviews Here's what we’re looking for: Strong experience translating complex business needs into actionable technical outcomes Deep familiarity with Agile methodologies and tools like JIRA or Azure DevOps Working knowledge of ITIL processes and service management practices Proficiency in monitoring tools and interpreting service performance data Solid understanding of IT systems and software development lifecycles Confident communicator with strong stakeholder management skills Passion for delivering user-centred solutions and high-quality services Ability to guide virtual teams and maintain performance standards Analytical mindset—adept at drawing insights from diverse data sources 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 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/britishgas 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. We’re a family of brands revolutionising how we power the planet. When it comes to energy, no one does it like us. We make it, store it, move it, sell it and mend it. We’re made up of 12 different businesses, but united by our purpose as Centrica. We’re energisers. Our journey to a greener, fairer future is powered by individuals like you. Through innovative green products, intelligent energy solutions and developing smarter ways to use and save energy, we’re not just part of the energy transition, we’re leading it. Our commitment goes beyond sustainability. Together we’re bringing our collective energies to create positive change in our local communities. If you immerse yourself in our fight to change tomorrow, you might just find your why. We’re looking for people to add to our culture – not fit in with it. We're building a community where you can be unapologetically you, where differences are celebrated, and where everyone can belong. Real inclusivity also means supporting the different realities our people face. That why we have the UK best Carers Policy and are continually building our approach to flexibility and wellbeing. Of course, we love having fun too. We’re a people place after all.