Service Lead - Wokingham, United Kingdom - National Grid

National Grid
National Grid
Verified Company
Wokingham, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Service Lead:


  • Location: Wokingham, GB, RG41 5BN
  • Division: CNI Applications UK
  • Job Type:
  • Requisition Number: Department:
  • Job Function: Information Technology
    About us:

Our mission is to facilitate the decarbonisation of Great Britain's energy network and ensure the delivery of reliable, affordable, and green electricity for consumers.

We work with stakeholders across the whole energy industry to plan for future network needs, using insight to make sure we can balance the system today and find opportunities to transform the way it operates tomorrow.

We welcome the recent announcement, by BEIS and Ofgem, to create a Future System Operator that builds on the track record and skills of the ESO with enhanced roles and responsibilities to unlock additional value for consumers and drive towards net zero.

The time to act on climate change is now.

As part of our team, you won't just be touching the lives of almost everyone in Great Britain - you'll be shaping the way we use and consume energy for generations to come.


Job Purpose:


To work proactively with the Service Operations Manager(s) focusing on service stability, risk and cost, and to help ensure the continued integrity of the IT services provided to the National Grid ESO Business.


The IT Service Lead will have at least three years' experience within ITIL Service Management environments and be familiar with disciplines such as Incident Management, Change Management, Risk Management, Vendor Management, Service Transition and Continual Service Improvement.

The successful applicant will be looking to join an exciting and fast-paced IT service environment where customer service is crucial.


As a Service Lead, you will be supporting the ESO Technology Operations (ESO TechOps) Service Operations Managers by driving vendor performance improvements, overseeing the production of service reports and presenting improvement plans.

This role will also be responsible for leading vendor service reviews, service capacity planning and disaster recovery test reporting, as well as providing a customer interface during incident escalations, providing change governance, and supporting service readiness validation.


This role will also interface with Group and ESO TechOps service functions including Problem, Change, Service Transition, Service and Product Delivery, and Application Support teams.


Key Accountabilities:


  • Service Transition Governance providing ESO TechOps Service Operations Managers with assurance surrounding the readiness of project artefacts.
  • Lead Service Reviews and ensure actions are promptly completed.
  • Drive vendor performance measurement and improvements.
  • Identify and ensure the delivery of Continual Service Improvements.
  • Act as point of contact for business stakeholders in the event of escalations or major incidents.
  • Support the collection and reporting of financial, service performance, and health/lifecycle forecast data.
  • Lead disaster recovery test scheduling and pipeline forecast.
  • Lead asset health improvement planning.
  • Engage with Service Operations Managers, internal and external Application Leads, Solution Engineering interfaces, and other Service Management colleagues and parallel workstreams, as may be required in order to maintain service robustness.

Experience Required:


  • Educated to degree level in a relevant discipline, or an equivalent combination of education, training, and experience.
  • Previous role experience governing the delivery of IT services is desirable.
  • ITSM Certifications such as ITIL v3 foundation or ISO20000 would be advantageous.
  • Experience in the collation, analysis and presentation of data.
  • Specific experience of some of the following areas: Change Management, Service/Project Delivery, Vendor Management, Continual Service Improvement, Service Level Management.
  • Experience working in a fastpaced organisation.
  • Hands on experience with Service Now CMDB tool.
  • Good presentation skills
  • Excellent analytical and troubleshooting skills.
  • Demonstrable experience working under pressure

More Information:

A competitive salary between £45,000 - £55,000 dependent on capability.

As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%.

You will also have access to a number of flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few.

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