Service Operations Manager - Energy

Join to apply for the Service Operations Manager - Energy role at Supercharge. We're expanding our Continuous Services team to support growing demand in the energy and critical infrastructure sectors. As a Service Operations Manager, you'll be instrumental in ensuring operational excellence for clients where reliability isn't just important—it’s existential. When power grids, HVDC interconnectors, or industrial systems go down, real-world consequences follow: blackouts, service disruptions, safety incidents. We operate their IT backbone and market solutions, making our systems and services essential to the smooth operation of energy sector players and power grid management.

Your day to day will include:

• Serving as the single point of contact for energy clients, managing ongoing support engagements and maintaining strong relationships with C‑1/C‑2 stakeholders.
• Coordinating planned and unplanned maintenance windows to minimize business disruption and acting as the escalation point for critical incidents.
• Leading service reviews, presenting operational performance, and ensuring SLAs/KPIs are consistently met or exceeded.
• Driving continuous improvement across support and maintenance procedures, including crisis management and escalation workflows.
• Conducting root cause analyses and implementing corrective actions to prevent recurring incidents.
• Managing L1/L2/L3 team planning, allocation, performance, and cross‑location coordination.
• Mentoring support engineers on energy industry practices and leading service takeovers from project teams to continuous operations.
• Creating and maintaining runbooks, SOPs, playbooks, knowledge base content, training materials, and operational drills.
• Collaborating with project management, delivery teams, and other Service Operations Managers on transitions, shared initiatives, and operational readiness.
• Partnering with development and Energy BU leadership to enhance serviceability, operational resilience, and overall service status alignment.

What makes you thrive here:

• At least 4 years of experience operating energy solutions such as trading systems, TSO/DSO platforms, interconnectors, power plant systems, or industrial control systems, with a strong understanding of energy‑sector players, terminology, and processes.
• Strong background working alongside software development teams, with hands‑on use of service management platforms like Jira Service Management or Zendesk.
• Multiple years of experience leading virtual, distributed teams while demonstrating strong ownership, structure, and process‑oriented leadership.
• Proven ability to build and maintain strong operational and tactical relationships with C‑1/C‑2 client stakeholders.
• Demonstrated experience in establishing robust crisis‑management practices in high‑stakes, mission‑critical environments.
• Exceptional composure, decision‑making skills, and rapid judgment under high stress—especially when systems fail or information is incomplete.
• Deep understanding of incident management frameworks, operational best practices, and 24/7/365 service environments.
• Strong knowledge of critical infrastructure operations, failure modes, and industrial/OT environments such as SCADA, DCS, and EMS.
• Hands‑on experience with monitoring, alerting, and observability platforms supporting highly available systems.
• Excellent English communication skills (written and verbal) combined with a strong “get things done” attitude and the ability to deliver under pressure.

Why join Supercharge?

We’ll fuel your growth with plenty of opportunities to learn and develop—from attending fully paid conferences to soft and hard‑skill training, internal mentoring, and hands‑on experience with exciting digital projects. Your well‑being is covered with a pension scheme set up with Aviva, enrollment in our company mobile package, and access to the Cycle to Work scheme. You’ll also enjoy 25 days of holiday (on top of Bank Holidays). You’ll be part of a vibrant, open‑mind culture where curiosity and creativity thrive. Twice a year we fly the team to Hungary for unforgettable summer and Christmas events—expenses paid. In London, our community events keep the fun going. You’ll enjoy a cosy office environment right in the centre of London, complete with perks that make work feel lighter. You’ll also receive a MacBook to work anytime.

About Our London Office

Opening our London office was our first step in the journey of supercharging our international presence. Since establishing our foothold in Europe’s most digitally advanced capital, our little operation has grown into a funky office space in Shoreditch, filled with a diverse and friendly team. Our group of local and international experts is working on exciting digital initiatives for some of the UK’s most exciting scale‑ups and household names to help them on their ambitious digital journey.