Service Lead (S&I)

Location: London Salary: GBP 65000 Posted Date: 15 Jul 2025 Closing Date: 29 Jul 2025

We have an exciting opportunity for up a Service Lead (Grade 11) to join the Settlement & Insights (S&I)Team on a permanent basis.

Team Overview:

Settlement and Insights (S&I) is accountable for delivering multiple value streams and associated services to customers that meet the Balancing and Settlement Code Obligations. The value streams incorporate, Settlement, Payment, Credit/Debt, Reporting, Insights, Contract Notifications and Smart Data Preparation. Essentially gathering
data relating to the day to day operation of the electricity industry and calculating a settlement invoice.The team deliver the development and operation of multiple products that enable the services to customers. The team are experts on the business rules and operation of the products and services supporting customers to successfully operate in the market. Taking feedback on a continuous bases to enhance these products to deliver more value.

Job Purpose:

The Settlement Service Lead you will play a pivotal role in managing the day to day operation of services to customers. This position involves working closely with colleagues to orchestrate the continuous end-to-end Settlement operation. The Settlement Service Lead will target customer experience and continuous service improvement to deliver a high value service. Working with the Service Owner to reduce operational risks.

Development in this role include the opportunity to develop managerial skills and acting as delegate of authority for the Service Owner. They will have attained a level of system and/or process knowledge in a particular area of the services that makes them a Subject Matter Expert (SME) for that system and/or process. They will use this SME knowledge to make key decisions at both a service and organisational-level; decisions that drive change, add valueand enhance customer experience.

Key Responsibilities:

• Manage a small team of Service Analysts in accordance with Elexon policies and procedures.
• Champions and delivers support to customers to resolve daily queries targeting a positive customer experience.
• Responsible for the delivery of BSC legal obligations and supporting operational processes.
• Responsible for mitigating the risk to BSC legal obligations and associated data quality issues within the designated service(s)
• Assess, develop and deliver the operational processes, procedures and obligations, including supporting theService Owner to prioritise backlog items, specialist technical knowledge in a number of areas of the BSC and responsible for Local Working Instructions (LWIs)
• Advise colleagues, the Service Owner and members of the SLT of key operational issues and problems, offering thought-out solutions based on the assessment of information available.
• Provide advice, support, guidance and training to the team, wider business, and customers, where customers are both BSC parties but also higher and more specialist stakeholders, e.g. Government Departments (OFGEM, DESNZ) National Grid (both FSO and Legacy Operations/System Operator), Audit and Public Relation organisations (i.e. KPMG, London Economics) etc
• Provide and present analysis, reporting, recommendations and commentary to panels, committees, boards, industry working groups, etc.
• Provision of guidance, support and (healthy) challenge of project work relevant to the product, including industry change.
• Delivery of Business Readiness artefacts: Training Needs Analysis. Operational Documentation. Transition into service acceptance decisions. Delivery and coordination of training.
• Apply BSC technical expertise, as a senior SME, to assess Industry changes/developments to manage any impacts to both the BSC and operational processes.

Capabilities and competencies:

• Able to line manage a small team of 1-3 people.
• In-depth knowledge of the BSC and BSC Processes.
• Experience in developing customer and technical journeys.
• Taking ownership of tasks and activities and seeing it through to successful resolution
• Proficient in use of large data sets to answer business questions.
• Proficient in Microsoft Office (Word, Excel and PowerPoint).
• Ability to translate complex queries into plain English and convey this to different audience types utilising multiple communication methods, as appropriate to the recipients and messaging.
• Adhere to Elexon's values of: we think beyond, we think customer first, we focus on what matters, we work at pace, and we are one team.
• Good communication skills (verbal and non-verbal, including written).
• Good attention to detail with written and numerical work produced.
• Be flexible and able to manage a busy and varied workload while maintaining quality of work delivered.
• Self-motivated and willing to take ownership of the planning and execution of tasks, with the flexibility to adapt to shifting priorities, demands and timelines, as directed.
• Be able to engage with and proactively build positive relationships with customers.
• Support team development.
• Knowledge of the GB electricity market arrangements, particularly the Supplier Volume Allocation arrangements, systems and processes
• Knowledge of BSC Procedures, including Settlements, Credit arrangements, Industry Standing Data and customer Assets (Balancing Mechanism Units (BMU's), etc.
• Knowledge of the roles and responsibilities of BSC Agents, BSC Parties and their agents
• Knowledge of the roles and responsibilities within the BSC governance structure (Committees and Code Bodies)
• Awareness of further changes occurring within the GB electricity market, including MHHS and the potential impact that these changes may have on Elexon and our stakeholders.
• Experience in developing customer and technical journeys.
• Proficient in languages such as SQL, Python, R, and data visualisation (such as Power BI, Tableau or other industry best practice tools).
• Experience of presenting to stakeholders
• Experience of building vendor relationships.
• Provide knowledge management content.

Elexon career path / Potential next role(s):

• Product Owner
• Service Owner
• 28 days annual holiday + Bank Holidays
• Discretionary annual incentive scheme
• Life assurance
• Pension
• Private medical (Bupa)

At Elexon, our employee wellbeing is particularly important to us, which is why we are proud to provide:

• Hybrid working - 2 days per week at our London office
• Employee Assistance Programme
• Eye care voucher scheme
• Subsidised gym membership
• Cycle to Work Scheme
• Buying & selling holiday scheme
• Corporate Social Responsibility (CSR) days
• Season ticket loan

We believe a diverse and inclusive culture allows innovation and creativity to flourish. We are committed to continuously improving our culture for our colleagues and stakeholders. Through our hugely successful Diversity Forum, Mental Health First Aid network and regular programme of activities and events, we celebrate difference and recognise the value of employee wellbeing, which is a consistent outcome from annual employee surveys that we conduct. Likewise, as a community, we like to support each other, and all agree Elexon is a great place to work with a great workspace too!

At Elexon, we want to:

• Provide true equality of opportunity
• Attract and retain diverse talent
• Listen to all voices
• Be representative of the communities we work in
• Be a role model for Diversity and Inclusion in the industry

Elexon together, embracing differences, listening to all voices