Operational Support Managers (OSMs)

Operational Support Managers (OSMs) offer dedicated operational support to you, our customers - BSC Parties and Party Agents. Our experience of providing the OSM service enables us to tailor our services to meet your needs. The role of the OSM consists of the following:

Customer Relations: We aim to know your businesses so we can deliver an OSM service to suit your needs. OSMs also keep you informed of events and corporate developments and will listen to your feedback on our activities and the operations of the BSC.

Operational Support: OSMs provide operational support and education. As well as regular meetings to discuss performance and operational issues, we can deliver tailored education sessions, calling on support from other ELEXON departments when necessary.

Error and Failure Resolution: The Error and Failure Resolution (EFR) process is a preventative technique which forms part of the Performance Assurance Framework (PAF). OSMs monitor and track information to identify process or performance failures at an early stage, and to prevent them from escalating. OSMs work closely with the Performance Assurance Board (PAB) to address performance issues, and play a vital role in ensuring EFR is applied consistently and transparently across the market.

More Information

While the OSM Service enables you to have more direct contact with us, the BSC Service Desk is also a source of advice in the resolution of operational queries. If you are a BSC Party or Party Agent, please refer to the BSC Signatories and Qualified Persons page to identify your OSM.

For further information on the OSM service, or if you would like to have an OSM, please email OSMmanagement@elexon.co.uk.

Get to know our Operational Support Managers (OSMs):

Caroline Wright	James Priestley	Roger Harris
Damian Brooks	Jon Spence	Rosalind Hartley
Hannah Pargeter	Kevin Spencer	Sarah Hughes
Ian Scougal	Lawrence Jones	Zaahir Ghanty

Hannah Pargeter

Hannah Pargeter
Customer Operation Analyst

Telephone: 020 7380 4025
Email: hannah.pargeter@elexon.co.uk

I joined ELEXON in March 2007 and I gained experience supporting new and existing BSC Parties through the Market Entry & Exit processes initially. I then worked with a variety of Performance Assurance techniques such as the Qualification process, Technical Assurance of Performance Assurance Parties and the BSC Audit. The experience developed my knowledge of the Supplier Volume Allocation (SVA) market and interacting with our customers.

Since September 2009, I have worked as a Operational Support Manager supporting all Parties and Party Agents associated with Centrica (British Gas), SSE, Scottish Power, Gazprom, Ovo Energy, MA Energy, Co-operative Energy, Siemens and Onstream.

In addition to my role, I have successfully completed the Institute of Customer Service (ICS) Innovations and Communication Awards and shortly I will be coaching colleagues through the award, which I’m rather excited about.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Lawrence Jones

Customer Operation Analyst

Telephone: 020 7380 4118
Email: lawrence.jones@elexon.co.uk

I joined ELEXON in November 2008, joining the Monitoring and Disputes team. My first year at ELEXON I learnt and supported many of the Performance Assurance Techniques, such as Supplier Charges and Peer Comparison.

During this time I came to appreciate the many challenges our customers face and understand how ELEXON could help in this.

More recently I have provided training on the PARMS serials being implemented in July 2011 and resolving Trading Disputes. This has helped me learn many areas of the BSC and develop an awareness of our customer’s operational issues.

In March 2011 I joined the Customer Services team, supporting amongst others, E.ON, Opus Energy Ltd, Spark Energy Supply Ltd, Bglobal Plc, UPL, Stark Software International Ltd, Inexus (Services) Ltd, and Enterprise Managed Services. I am looking forward to making a real difference to our customer’s experiences and interactions with ELEXON.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Caroline Wright
Settlement and Customer Operations Manager

Telephone: 020 7380 4294
Email: caroline.wright@elexon.co.uk

I joined ELEXON in 2003, and currently the Settlement and Customer Operations Manager where I am responsible for the Settlement Operations, OSM and Market Entry and Exit functions.

During my time at ELEXON I have gained numerous experience. I have managed the Performance Monitoring, Peer Comparison, Supplier Charges, PARMS Serials and presented this information to the Performance Assurance Board and also delivered training on these topics to our customers. I have also managed Trading Disputes and this involved close interaction with BSC Parties and the Trading Disputes Committee.

I also provide OSM support to Power4All Ltd and The Renewable Energy Company (Ecotricity).

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Kevin Spencer
Market Analyst

Telephone: 020 7380 4115
Email: kevin.spencer@elexon.co.uk

I’ve worked for ELEXON since 2004. I joined the industry in 1990 and previously worked in various roles for the Load Research Group of the Electricity Association which provided the Profile Administrator Agent (PrA) service for ELEXON until 2004.

I work in the Market Analysis and my primary tasks are is looking into the implications of smart metering on the profiling arrangements, analysis of market issues and review of technical aspects relating to SVA calculations. I am also responsible for monitoring GSP Group Correction factors, unmetered supplies arrangements and coordinating testing of central management systems for street lighting.

I have OSM responsibilities for Power Data Associates, Electricity Network Company, ESP Electricity Ltd, ENW and Energetics Electricity Ltd.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Roger Harris
Market Analyst

Telephone: 020 7380 4311
Email: roger.harris@elexon.co.uk

I joined ELEXON in 2004 shortly before BETTA go live. Before this I graduated with a BSc (Hons) in Economics. Currently I work in the Operational Services department as a Market Analyst. I’m a knowledgeable member of the team and my role covers a wide area of the BSC including BSC Defaults, Transmission/Distribution Losses, Imbalance Settlement, Energy Contracts and Cash Out Prices. I am also vice chairman for the Imbalance Settlement Group.

As an OSM I provide support to a number of Parties includes, EDF Energy, GDF Suez, DONG Energy, Electrabel, Eneco, ESB International and UK Power Networks.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Damian Brooks
Systems Development Analyst

Telephone: 020 7380 4350
Email: damian.brooks@elexon.co.uk

I joined ELEXON in 2007 and currently work within the Design Authority team.

I previously worked for a large non-domestic Supplier working in the settlements and data flows team. This experience developed my understanding of the key flows and Settlement issues from a Supplier perspective and the overall interactions between bodies in the Electricity Industry.

Through my role as a Technical Infrastructure Architect I am able to bring a lot of technical expertise to my role as OSM. I am also passionate about providing useful reporting to customers and have worked on improvements in reporting and continually seek new opportunities to provide reporting/services that benefit our customers.

As an OSM, I support Good Energy, First Utility and Smartest Energy.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

James Priestley

Customer Operations Task Leader

Telephone: 020 7380 4321
Email: james.priestley@elexon.co.uk

I joined ELEXON in 2007, and currently work in the Market Entry and Exit team, assisting Parties both entering and leaving the BSC.

I previously worked in a variety of roles at ELEXON, including Central Services Operations, a role which exposed me to the various processes that support Imbalance Settlement, Service Management and supporting ELEXON’s BSC Agents in their operation of the BSC Central Systems.

Part of my current role is to act as an OSM and I currently support npower, Total Gas and Power, Utilita, G4S Utility Services, Lowri Beck, BritNed Development Limited and Nordjysk Elhandel.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Jon Spence
Market Advisor

Telephone: 020 7380 4313
Email: jon.spence@elexon.co.uk

I am a Market Advisor in the BSC Operations department here at ELEXON.

I have worked in information services since 1984 and in the electricity industry since 1989. From 1989 to 1998 I worked for the National Grid Company, in various systems and business analysis roles, including a secondment (between 1996 and 1998) to the Electricity Pool 1998 Programme for the de-regulation of electricity supply. Following a brief contract with London Electricity, I joined ELEXON (or the CEO’s office of the Electricity Pool, as was) as a consultant.

As an OSM, I provide support to Central Networks and Western Power Distribution.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Ian Scougal
Market Analyst

Telephone: 020 7380 4131
Email: ian.scougal@elexon.co.uk

I joined ELEXON in September 2008 and was in involved in Trading Disputes and PARMS. I worked on the PARMS project team that delivered the latest update to the new PARMS Serials. Since then I have moved into Market Operations, where I am involved in Material Error Monitoring, Line Loss Factor Audits, Credit, and I chair the Software Technical Advisory Group.

As an OSM I support IPM Energy Retail, Invensys Operations Management and CE Electric.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Rosalind Hartley
Market Analyst

Telephone: 020 7380 4003
Email: rosalind.hartley@elexon.co.uk

I joined ELEXON in January 2007 and started in the Central Services Data team, where I carried out transmission loss monitoring, produced the Trading Operations Report and reviewed various parameters used in the calculation of Energy Imbalance Prices. I’ve gained a variety of experience as I’ve worked within Change Implementation, Monitoring and Disputes, Settlement Operations and also delivered the Error and Failure Resolution (EFR) process.

I joined my current team, Market Analysis, in March 2011. As part of this team I carry out a variety of tasks, including Line Loss Factor auditing, leading on a project to review the monitoring of erroneous large Estimated Annualised Consumptions (EAC)/Annualised Advances (AA) and answering a wide variety of customer queries.

I am also an OSM for Statkraft and Vattenfall.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Sarah Hughes
Settlement Analyst

Telephone: 020 7380 4205
Email: sarah.hughes@elexon.co.uk

I joined ELEXON in June 2011 and currently work in the Settlement Operations team where I act as MDD Co-ordinator and CALF analyst as well as supporting the BM Unit Registrations and Unmetered Supplies processes. Prior to joining ELEXON, I spent 18 months at a large BSC Party Agent where I led the Non Half Hourly AMR Metering team, developing my experience of the Non Half Hourly market, data flows and management and settlement processes.

As an OSM, I support Electricity Plus, Independent Power Networks and TMA Data Management.

If you need to contact me, my details are provided above. I look forward to working with you in the future.

Zaahir Ghanty
Market Compliance Analyst

Telephone: 020 7380 4362
Email: zaahir.ghanty@elexon.co.uk

I’ve joined ELEXON in October 2009 in the Monitoring and Disputes team where I got involved with PARMS, overseeing the Risk Reporting, developing Settlement Risks ratings and presenting the information to the Performance Assurance Board (PAB). I also worked closely with customers to deliver improvements to ELEXON’s internal systems and processes.

Since then I moved the Market Compliance where I am involved with the delivery of several Performance Assurance Techniques, elements of the PAB Strategy and managing the Performance Assurance procedures which include developing the Risk Evaluation Methodology (REM), Risk Evaluation Register (RER), Risk Operating Plan (ROP) and Annual Performance Assurance Report (APAR). Talk with me about any Settlement Risk questions you have.

As an OSM, I also provide support to Haven Power. If you need to contact me, my details are provided above. I look forward to working with you in the future.