Monitor incident alerts arising from failures on Digital applications and platforms
Identify the relevant team that is best placed to resolve critical incidents with the aim of resolving them as efficiently as possible
Communicate details of the incident to the relevant teams, working closely with colleagues in IT, Digital and the Iberdrola group to manage the resolution
Produce regular operational reporting on service availability, performance, incident trends, major incidents and recovery effectiveness
Track and report key operational metrics such as MTTR, MTTD, incident backlog, recurring issues and service health indicators
Establish and maintain SLIs, SLOs and alert thresholds for critical digital journeys and supporting platforms, escalating where service levels fall below agreed targets
Refine and prioritise the Ops support backlog where the Digital team are responsible for resolution
Support with identifying root cause of issues (Problem Tickets) to prevent reoccurrence
Play a role in strategic projects to ensure key operational risks of product launches are communicated to Product Owners
Attend daily stand-up meetings
Provide technical support and investigation for customer-impacting issues escalated by Customer Service and other operational channels
Work closely with the IT and Cyber Resilience teams to ensure Disaster Recovery (DR) plans are kept up to date and periodically tested
Work closely with the Engineering and Technical Leads to ensure the Operational requirements are delivered during the Software Development Lifecycle (SDLC)
Requirements
Proven experience in a Digital, Service Desk or IT Operations environment
Experience in managing support teams across application and infrastructure
Experience of operational reporting and service performance management, including availability, incident and recovery metrics
Understanding of service reliability concepts such as SLIs, SLOs, alerting, observability and continuous improvement
JIRA / ServiceNow experience
Knowledge of Utility Industry processes
Awareness of applications and underlying technical elements
Good organisational skills and ability to prioritise issues
High level of communication skills to engage with wide range of stakeholders
Minimum Criteria
Proven experience within a Digital, Service Desk or IT Operations environment
Hands-on experience with tools such as ServiceNow, JIRA, reporting (PowerBI or similar), observability (Grafana, Elastic or similar)
Ability to create meaningful operational reports and communicate insights clearly
Good understanding of applications and their underlying technical components
Strong organisational skills with the ability to effectively prioritise tasks and issues
Excellent communication skills, with the ability to engage stakeholders at all levels
Benefits
As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we'll double match your contribution up to a company contribution of 10%.36 days annual leaveHoliday purchase - perfect your work/life balance with extra annual leaveShare Incentive Plan and Sharesave SchemePayroll giving and charity matched fundingTechnology Vouchers - save more and spread the cost of your technology purposesCount us in - pledge to reduce carbon emissions and help fight climate changeElectric Vehicle Schemes - to help you transition to green/clean drivingCycle to Work scheme and public transport season ticket loansOptions to purchase dental insurance, private medical insurance, health cash plan and annual health assessmentsLife Assurance (4x salary)Access to 'nudge' financial wellbeing supportPlus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insHealth insuranceDental insurancePerformance bonus
Additional Information
Digital Operations Lead
ScottishPower HQ, Glasgow (hybrid)
Salary from £50,400 + up to 10% bonus & other excellent benefits
Full-time, permanent position
Closing date: Tuesday 23rd of June 2026
Help us create a better future, quicker!
As the Digital Operations Lead, you will act as a first point of contact for critical incidents that occur with the Digital applications and platform. You will work closely with the relevant teams to restore service as quickly as possible, and ensure that root causes are investigated and resolved to prevent re-occurrence.
You will be a key point of contact for Digital within the wider Iberdrola group, meeting with working groups to understand changes that are being made globally and raising awareness of significant changes that could impact the Digital team.
Iberdrola · Glasgow, UK