Lead Operations Engineer; ITSM

About the role

As a Lead Applications Operations Engineer, you will take ownership of Ofgem’s IT Service Management platform (Ivanti) and its wider ecosystem. You will define the application roadmap, lead improvements in performance and user experience, and ensure the platform operates effectively to support IT Operations and the wider organisation. This is a highly impactful and technically focused role that requires strong expertise in ITSM platforms, application support and optimisation, and the ability to lead improvements across complex systems.

• Lead the management, support and continuous improvement of the Ivanti ITSM platform and associated applications.
• Define and shape the application roadmap, identifying opportunities for innovation, automation and efficiency.
• Lead troubleshooting and resolution of complex application issues, acting as the senior escalation point.
• Design and implement enhancements, configurations and platform improvements.
• Drive automation initiatives to improve service efficiency and user experience.
• Manage small‑scale changes and configuration projects, ensuring alignment with business needs.
• Monitor application performance, analyse trends and produce reporting and insight.
• Ensure effective integration with CMDB and other service management components.
• Support IT Operations teams with application performance insights and recommendations.
• Facilitate requirements gathering sessions for new features, changes and enhancements.
• Provide guidance and mentoring to team members, promoting best practice across application operations.

• Strong experience working with Ivanti or other ITSM platforms.
• Good understanding of ITIL frameworks and the service management lifecycle.
• Proven experience troubleshooting and resolving technical application issues.
• Experience working with service catalogues, dashboards, reporting tools and system integrations.
• Knowledge of APIs, discovery tools and platform integrations.
• Experience facilitating requirements gathering for system enhancements or projects.
• Ability to analyse performance data and identify opportunities for improvement.
• Strong stakeholder engagement skills, working across technical and non‑technical teams.
• ITILv4 Foundation qualification is required.
• Experience with development, APIs, databases or web applications is advantageous.

Ofgem is committed to equal opportunities and promotes diversity in the workforce. All appointees must meet the Civil Service code of conduct and meet the security requirements before appointment.