Service Delivery Manager in Glasgow

Salary: £74,000-£77,000

Hours: Full-time

Location: The role can be undertaken remotely within the UK with occasional travel to London required for events and team activities.

Who are RECCo?

We are an independent, non-profit organisation responsible for the Retail Energy Code — a key part of how the GB retail energy market is regulated. But we don’t just manage rules. We look ahead, not just react, helping the market change in the right way. We deliver secure digital services, clear governance, and practical solutions that protect consumers, support innovation, and help the energy system move towards net zero.

RECCo’s Consumer Consent Service (CCS) is the enduring, system wide digital solution—delivered under the Retail Energy Code and appointed by Ofgem—that enables energy consumers to grant, manage, review, and revoke consent for sharing their energy data with trusted parties, through a standardised, secure, and user centric framework designed to strengthen transparency, protect consumers, and support innovation across the GB retail energy.

The Role

The Service Delivery Manager is responsible for the end to end operational delivery, stability and resilience of the Consumer Consent Service, ensuring providers meet their obligations in line with the Retail Energy Code (REC) and contractual requirements. The role also supports the ongoing development of the service, owning the transition of change into live operations, ensuring change is managed effectively, adopted into operational processes, and delivered safely into production with minimal risk to service users.

They will work closely with the Consumer Consent Product Owner acting as a subject matter expert on all aspects of the service, including operational requirements and key deliverables. Working closely with internal teams and external stakeholders, the Service Delivery Manager will help ensure the Consumer Consent Service operates efficiently and continues to deliver value. In addition to core responsibilities, they will contribute to wider RECCo projects, providing specialist knowledge and supporting cross-functional collaboration. A proactive, solution-focused approach is essential, along with a strong commitment to service delivery and alignment with RECCo’s vision for the future. This role reports to the Senior Service Delivery Manager within the Code Manager function which forms part of the wider RECCo Operations. Initially working as part of the Consumer Consent Solution project team, helping to shape the CCS operational model & complete business readiness activities, moving into supporting the service once live.

What you’ll be doing

• Oversee end-to-end operational delivery, stability and continuous improvement of the Consumer Consent Service in line with the Retail Energy Code (REC) and contractual obligations, including availability, incident management and service recovery.
• Ensure ongoing compliance with REC requirements through proactive risk identification, issue management and maintenance of the service risk register.
• Establish and operate effective service governance, including performance reporting, compliance monitoring, and risk and issue oversight.
• Own day-to-day supplier and commercial management, including performance reviews, contract management, and support to procurement or contract renewal activities.
• Champion a customer- and user-centric approach by gathering feedback and translating insights into continuous service and product improvements in partnership with the Product Owner.
• Own the operational change lifecycle, ensuring effective planning, stakeholder engagement, release management and operational readiness for service changes.
• Provide regular service performance, risk and improvement updates to senior management alongside the Consumer Consent Product Owner.
• Build and maintain strong, collaborative relationships with service providers, REC Parties, service users and key stakeholders, acting as a primary point of contact for supplier relationship management.
• Act as a subject matter and technical expert for the Consumer Consent Service, developing an understanding of the Retail Energy Code ecosystem and underlying technologies (including APIs), and supporting wider RECCo initiatives as required.
• Proactively identify and progress short-, medium- and long-term service improvements through effective internal and external collaboration, aligning with related RECCo initiatives and anticipated future industry or regulatory changes.

About You

• A strong service delivery professional, with a proven ability to oversee operational performance, manage risk, and drive continuous improvement.
• Exceptional communication skills, both written and verbal — capable of translating complex regulatory and technical issues into clear, actionable insights for a range of stakeholders.
• Demonstrated ability to use initiative and sound judgement to identify opportunities for enhancing services, processes, and stakeholder experience.
• Experienced in business operations, service governance, contract management, and change management within a regulated or highly governed environment.
• Adept at building and maintaining effective relationships with service providers, industry participants, and internal teams, with a collaborative and customer-focused mindset.
• A strategic thinker with strong attention to detail, who understands the broader impacts of service changes across the Retail Energy Code ecosystem.
• Proactive and solutions-focused, with a track record of driving service improvements, managing compliance, and contributing to the strategic goals of an organisation.
• Comfortable becoming and acting as a subject matter expert and key point of contact for the Consumer Consent service, representing the organisation confidently with both internal and external audiences.
• Experience in the energy market is desirable but not essential.

What You’ll Get In Return

We offer a great range of benefits and a collaborative culture in which you’ll have the opportunity to shape how we do things from the ground up during an exciting period of growth.

Employee benefits:

• 25 days annual leave + bank holidays and a holiday buy scheme
• Private medical insurance and life cover
• Employee Assistance Programme with access to an online portal containing a wealth of wellbeing resources, online self-help courses and shopping discounts
• Company pension scheme with 7% employer contributions
• Enhanced parental leave and pay
• 2 paid volunteering days per annum to get involved with a charity or community group of your choice and access to a payroll giving scheme if you’d like to make regular donations to charity
• £40 well-being allowance every month
• Access to lease an Electric Vehicle via a salary sacrifice scheme
• Learning budget which you can use towards courses, books, webinars or conferences
• Knowledge-sharing sessions, e-learning and an online hub of training resources to aid your professional development

Our Commitment

At RECCo we are committed to cultivating an environment that promotes equality, diversity and inclusion. We want you to bring your authentic self to work every day and feel comfortable being you, no matter your age, gender identity, ethnicity, religion, disability status or otherwise.