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This IS Reliability Delivery Lead will report to the IS Operations Service Delivery Manager and will work within the Strategy, Regulation and Support Services directorate based in our Crawley office. You will be a permanent employee.

You will attract a salary of £51,539.00 and a bonus of 7.5%. This role can also offer blended working after probationary period (6 months) - 3 days in the office and 2 remote.

Close Date: 17/08/2025

We also provide the following additional benefits

• Reservist Leave – Additional 18 days full pay and 22 unpaid
• Personal Pension Plan – Personal contribution rates of 4% or 5% (UK Power Networks will make a corresponding contribution of 8% or 10%)
• Tenancy Loan Deposit Scheme, Season Ticket Loan
• Tax efficient benefits: Cycle to Work, Home & Tech, and Green Car Leasing Schemes
• Occupational Health support
• Switched On – scheme providing discount on hundreds of retailers' products
• Discounted gym membership
• Employee Assistance Programme

Job purpose:

Assure that UKPN IT technology services are reliable to meet UKPN business needs, within the constraints of budget & risk appetite.

Dimensions:

You will be the steward of these important IS technology service delivery capabilities, leading the work to manage/improve/mature them & instil trust/confidence in our partners.

• Problem Management: Business disruption due to unplanned interruptions to IT services are minimised by identifying/ resolving their causes to prevent recurrence.
• Change Management: Changes to IT are timely, reliable & meet expectations.
• Service Request Management: Allow users to request & receive needed services.
• Minor Enhancement Management: Investments in small scale work deliver benefits. Can be through standard Waterfall (SDLC) or Agile (DevOps).
• Test Management: Provide main decision makers with information about the quality of the IT product under test to allow them to appreciate the risks of implementation. Identify bugs, errors or other defects. Verify that the IT product under test is fit for purpose & use.

Each is made up of people, process, technology, information & governance. These capabilities will be managed by 3rd party staff with participants (3rd party & UKPN staff) from all IS technologies, & led by this role in the IS Service Delivery Centre of Excellence (CoE).

Principal accountabilities:

You will be responsible for both performance & business value of your important capabilities across all IS technology services, within the constraints of budget/risk appetite.

• Performance

People: UKPN & 3rd party partner staff with responsibilities in your area

• Foster an ethos of customer service with collaborative ways of working.
• Ensure capability participants know what to do & how to do it.
• Guide leaders to appoint staff with responsibility for key IS capabilities in their areas.
• Give constructive feedback on leaders & staff performance to their line managers, with escalation as needed.

Process: For all your key IS capabilities

• Ensure steps & activities are appropriately documented & that they represent participants behaviour, adjusting either behaviours or documentation as appropriate, with periodic review.

Technology: For all your key IS capabilities

• Ensure fit for purpose/use systems are in place & supported/maintained.
• Establish, maintain & execute against a Technology Roadmap to improve the effectiveness/efficiency of your key IS capabilities.

Information: For all your key IS capabilities

• Establish a set of Measurements for your capabilities across IS which give good insight into performance & valuewith realistic targets to exceed users/business expectations.
• Establish appropriate reporting & dashboards to make relevant KPI actual/target information available to the main decision makers in all your key IS capabilities across IS.

Governance: For all your key IS capabilities

• Establish/maintain a structure of meetings for your key decision makers that follow an agreed agenda to oversee the performance & business value of your key IS capabilities.
• Ensure your key decision makers make informed decisions to manage/correct/improve/mature your key IS capabilities.
• Business Value

Quality: Instil trust & confidence in important partners about the quality of activities in your area

• Establish/maintain appropriate quality standards (within UKPN & our suppliers) with specific consideration for legal & regulatory requirements.
• Establish/maintain appropriate checking of adherence to these standards, with remediation.
• Ensure important partners are made aware of the adequacy of your system of quality controls, the level of adherence to quality standards & remediation activities.

Speed: Instil trust & confidence in important partners about the speed of activities in your area

• Establish/maintain appropriate experience/service level agreements (XLAs/SLAs) within UKPN & our suppliers that meet/exceed business & users expectations.
• Ensure key stakeholders are made aware of the adequacy of your system of XLAs/SLAs, level of XLA/SLA achievement & remediation activities.

Value: Instil trust & confidence in important partners about the value (benefits/costs/resources/risks) of activities in your area

• Establish/maintain appropriate benefits/costs/resources/risks KPIs & targets, with improvements.
• Ensure important partners are made aware of the adequacy of your system of benefits/costs/resources/risks KPIs, level of achievement & improvement activities.

Nature & Scope:

The IS function within UKPN is headed by the CIO. The IS Service Delivery CoE works on behalf of the CIO across all IS technologies in the entire UKPN ecosystem. It provides excellent service & experience to the business through consistent, smooth & effective service delivery within the constraints of budget & risk appetite.

As IS Reliability Delivery Lead, you are responsible for their IS capabilities, coordinating & working with other IS CoE Delivery Leads, & other suitable scope that may be assigned.

Knowledge, skills and qualifications:

Bachelor's or Master's Degree: Typically in Information Technology, Computer Science, Engineering or similar, or equivalent experience.

IT Service Delivery Experience: Over 5 years of experience working in IT support roles for customer-facing technologies.

Management Experience: Proven track record in managing teams & handling escalations.

Certifications: Advanced ITIL, Test Management, SIAM, Cyber Security, Customer Service

Experience of ServiceNow functionality

Experience of Testing tools functionality

Experience with IT systems, networks, & software.

Mentor, & develop a suppliers team.

Handle complex technical issues & escalations.

Ensure high-quality support & satisfaction.

Ability to develop & implement processes that embed organisational learning to improve customer satisfaction.

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 will ensure they 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 where there are legal requirements, employees will understand those impacts and the controls they must ensure are applied.

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

If you have any queries in connection to this vacancy or your application, please contact us at careers@ukpowernetworks.co.uk quoting the vacancy reference number and a member of the team will get in touch with you as soon as possible.