Service Liaison Manager NESO

About the Role

National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.

We are seeking a dynamic and proactive Service Liaison Manager to join our IT Service Management team.

The ideal candidate will possess a strong digital mindset, experience in agile methodologies, expertise in Service Integration and Management (SIAM), vendor management, ITSM process expertise, and AI implementation.

This role will act as the primary interface between the IT service management team and other business units, ensuring alignment and collaboration to achieve organisational goals. This role is crucial in ensuring the organisation remains at the forefront of technological advancements and operational efficiency.

Research shows that some people may hesitate to apply unless they meet every requirement. At NESO, we believe potential comes in many forms and we’re committed to a fair, inclusive recruitment process where everyone can show their talents. We celebrate the difference that people bring to our organisation, and welcome and encourage applicants with diverse experiences and backgrounds to build a workforce that feels valued and respected and represents the communities we serve.

If this role sparks your interest but you’re not sure you tick every box, we still want to hear from you.

This role can be based from Wokingham, Warwick or Glasgow, and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

• Act as the primary point of contact between IT service management and other business units.
• Build and maintain strong relationships with stakeholders to understand their needs and align IT services accordingly.

• Oversee and manage IT service delivery to ensure high-quality service and customer satisfaction.
• Collaborate with IT teams to identify and implement service improvements.

• Apply agile principles to enhance the efficiency and effectiveness of IT service delivery.
• Facilitate agile ceremonies, such as sprint planning, stand‑ups, and retrospectives, to ensure continuous improvement.

• Promote and facilitate a digital mindset across the IT service management team.
• Identify opportunities for digital innovation and drive initiatives to leverage digital technologies for service enhancement.

• Manage Service Integration and Management (SIAM) processes to ensure seamless service delivery across multiple vendors.
• Oversee vendor relationships, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.
• Conduct regular performance reviews with vendors and implement improvement plans as necessary.

• Lead the development and optimisation of IT Service Management (ITSM) processes to improve service efficiency and effectiveness.
• Ensure ITSM best practices are implemented and adhered to across the organisation.

• Drive the implementation of AI technologies to enhance service management processes and achieve greater efficiency.
• Identify AI‑driven opportunities for automation and optimisation within IT services.

• Leverage strong knowledge of Software Asset Management (SAM) and Hardware Asset Management (HAM) to maintain and optimise asset utilisation.
• Implement Integrated Risk Management (IRM) strategies to mitigate risks and ensure compliance.

• Utilise the Common Service Data Model (CSDM) and Configuration Management Database (CMDB) to manage and optimise IT service configurations and data integrity.

• Develop and track key performance indicators (KPIs) to measure the success of IT service management activities.
• Provide regular reports and updates to senior management on service performance and improvement initiatives.

• Proactively identify and resolve…