Title:  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. 

Key Accountabilities

Stakeholder Engagement:

• • 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.

Service Management:

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

Agile Methodology:

• • 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.

Digital Transformation:

• • 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.

SIAM & Vendor Management:

• • 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.

ITSM Process Expertise:

• • 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.

AI Implementation:

• • 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.

Asset and Risk Management:

• • 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.

Data and Configuration Management:

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

Performance Monitoring:

• • 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.

Issue Resolution:

• • Proactively identify and resolve service-related issues, ensuring timely communication and resolution.
  • Implement root cause analysis and corrective actions to prevent recurrence of issues.

About You

The ideal candidate for the Service Liaison Manager role should have a strong digital mindset, expertise in agile methodologies, and proven experience in Service Integration and Management (SIAM) and ITSM process optimisation.

They should be skilled in leveraging AI technologies, with strong knowledge of SAM, HAM, IRM, CSDM, and CMDB. Excellent communication and problem-solving skills are essential, along with relevant certifications such as ITIL or Agile. The candidate should be capable of driving digital transformation and ensuring high-quality IT service delivery.

Qualifications:

• Bachelor’s degree in information technology, Business Management, or a related field.
• Proven experience in IT service management, with a strong understanding of service delivery processes and ITSM best practices.
• Experience with agile methodologies and a track record of applying agile practices in IT environments.
• Expertise in Service Integration and Management (SIAM), vendor management, and ITSM process optimisation.
• Strong digital mindset with a passion for leveraging technology to drive business outcomes.
• Experience in implementing AI technologies to improve service efficiency and effectiveness.
• Strong knowledge of SAM, HAM, IRM, CSDM, and CMDB.
• Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels.
• Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Relevant certifications such as ITIL, Agile, or Scrum Master are highly desirable.

Personal Attributes:

• Customer-Centric Approach: A strong focus on understanding and meeting the needs of customers.
• Adaptability: Ability to quickly adapt to changing environments and embrace new technologies and methodologies.
• Collaboration: Strong collaboration skills to work effectively with cross-functional teams and external partners.
• Innovative Thinking: A forward-thinking mindset to identify and implement innovative solutions.
• Data-Driven Decision Making: Ability to use data and analytics to inform decisions and drive improvements.
• Process-Oriented: Detail-oriented with a focus on optimising processes for efficiency and effectiveness.
• Proactive and results-oriented.
• Strong leadership and team collaboration skills.
• Excellent organisational and time management skills.

About What You'll Get

A competitive salary up to £72,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 days annual leave as standard, and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.
  
  

About Us

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.

Join us, and let’s energise progress.

Our energy, our future, together.

About The National Energy System Operator (NESO)

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.

The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.

The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all

More Information

This role closes on 26th November 2025 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

We work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the differenc people can bring to our organisation and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.

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