Head of Technical Operations

UGP is one of the UK's fastest-growing and highest-rated commercial energy suppliers. We are looking for a Head of Technical Operations to provide senior operational leadership and accountability for Billing, Supply Point Administration, Revenue Protection, Siteworks, Settlement and Gas Shipping.

Reporting to the Operations and Compliance Director and serving on the Senior Management Team (SMT), the successful candidate will shape the operating model, controls, performance framework and improvement agenda for the department.

This is a Head of Department role. The role holder currently has one direct report, the Deputy Operations Manager, who leads day-to-day delivery across Billing, Supply Point Administration, Revenue Protection and Siteworks. The role holder will ensure the department has the capability, governance and discipline to deliver accurate billing, strong data integrity, compliant market participation, effective risk management and positive customer and commercial outcomes.

This role will play a leading role in shaping the settlement function, including defining how it operates and building out the team over time.

Responsibilities

Departmental Accountability

• Provide senior oversight of the operating approach, delivery priorities and performance framework for the Technical Operations department.
• Lead through currently one direct report, the Deputy Operations Manager, setting clear standards, reviewing performance and ensuring each function stays aligned to business objectives.
• Hold senior accountability for billing accuracy, supply-point data integrity, settlement performance, metering delivery, revenue assurance and the operational aspects of the company's gas shipper obligations, including flow management, meter data integrity and SLC adherence.
• Ensure clear governance, controls, reporting and escalation routes are in place across all technical operations functions.
• Prioritise departmental activity based on regulatory risk, customer impact, commercial exposure, operational resilience and strategic value.
• Represent Technical Operations at SMT level, providing clear insight on performance, risks, dependencies, investment needs and improvement priorities.
• Continue to shape and evolve the departmental structure, adjusting roles, reporting lines and resourcing in response to changing volumes, risk and business priorities.
• Maintain senior relationships with third-party providers and agents across the department, ensuring relevant contracts, service levels and commercial arrangements are in place and regularly reviewed.
• Provide senior oversight of the billing operating approach, control environment and performance expectations required to deliver accurate, timely and compliant customer billing, delivered day-to-day through the Deputy Operations Manager.
• Ensure effective assurance is in place for billing exceptions, adjustments, rebills, credits, system changes and root-cause prevention.
• Use billing performance insight to drive improvements in accuracy, productivity, customer experience and regulatory confidence.
• Ensure billing practices comply with relevant regulatory standards, including back-billing rules, so customers are not billed beyond permitted time frames.

Supply Point Administration

• Provide senior oversight of the governance and control framework for registrations, transfers, standing data, agent appointments and industry data flows.
• Ensure the department maintains accurate, complete and auditable supply-point data across internal and industry systems.
• Drive prevention of data-flow failures, registration exceptions and mismatches that could lead to delayed billing, customer detriment or compliance risk.
• Ensure registration and data-flow activity complies with industry regulations, meeting the obligations and timescales of each.

Revenue Protection

• Provide senior oversight of the revenue protection operating approach and risk appetite for identifying, investigating and recovering revenue leakage.
• Ensure investigation, evidence, estimation, recovery and escalation decisions are governed by clear controls and proportionate customer treatment.
• Maintain senior visibility of revenue exposure, recovery performance, compliance considerations and cross-functional dependencies.
• Ensure revenue protection activity complies with theft-of-energy legislation and Ofgem guidance, including fair treatment and safeguards for vulnerable customers.

Siteworks

• Provide senior oversight of the siteworks operating model and service approach for metering activity, field appointments, technical faults and agent performance.
• Ensure metering agents and field-service partners are governed through clear service levels, technical standards, commercial controls and performance review.
• Ensure siteworks activity supports accurate billing, settlement, safety, customer communications and fair treatment of vulnerable customers.
• Ensure metering and field activity, through third parties, complies with relevant gas and electrical safety regulations and metering…