Meet the Customer Operations team (your OSMs)
Operational Support Managers (OSMs) offer dedicated operational support 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 BSC Signatories and Qualified Persons page will help BSC Parties or Party Agents to identify their OSM.
While the OSM Service enables you to have more direct contact with us, you can also get in touch with the BSC Service Desk. They can offer advice in the resolution of operational queries.
The role of the OSMs
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.
Training and Education
Education is one of the techniques which form part of the Performance Assurance Framework. OSMs and other experts will provide this support in plain English wherever possible. However, the responsibility remains with parties to operate under the provisions of the BSC, understanding and correctly applying its detailed requirements.
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.
Team managers
Ed Morris
Head of Customer Engagement
I am responsible for managing the Customer Operations team which is made up of the Operational Support Managers (OSMs) and the Market Entry service. This also involves acting as an Operational Support Manager (OSM) for a number of Suppliers and Interconnectors. I also chair the Trading Disputes Committee (TDC) which ensures that all Trading Disputes and Manifest Errors are resolved so that errors are corrected and the integrity of Settlement maintained.
Marcello Cecchini
Operational Support Manager
I joined Elexon as an Operational Support Manager in January 2020.
Operational Support Managers
Nkem Afodume
Operational Support Manager
I joined Elexon’s Market Entry team in August 2016. Prior to working at Elexon, I worked at Engie Power Limited and EDF Energy Ltd.
Adam Cox
Operational Support Manager
I joined Elexon in 2018 as an Operational Support Manager.
Mathew Donnelly
Operational Support Manager
I joined Elexon in September 2015.
Dapo Opadere
Operational Support Manager
I joined Elexon in February 2017 as an Error and failure resolution (EFR) analyst in the Disputes and Compliance team, working closely with the OSMs to manage EFR plans, in particular, BSC Audit and Technical Assurance of Performance Parties (TAPAP) related plans.
Joanna Pasnik
Operational Support Manager
I joined Elexon as an Operational Support Manager in September 2016.