Head, DWS - Site and Systems Operations

National Grid; Warwick; Hybrid; GBP 76,000 - 93,000; Full time

Benefits offered by this job

Fully electric company car

Private Medical Insurance

Hybrid working

Pension scheme

Life insurance

Cycle scheme

Job summary

National Grid in Warwick seeks a Head, DWS - Site and Systems Operations to lead the delivery and evolution of Digital Workplace Services across the organisation. You will drive reliability, security and a customer-focused workplace experience, guiding onsite and executive support, field services and service readiness.

You will shape operational strategy as a senior leader, managing budgets, governance and supplier relationships, and collaborating to optimise performance for employees and the

Qualifications

• Significant leadership experience within Digital Workplace Services, IT operations or end-user technology services.
• Experience leading large, geographically dispersed teams.
• Proven track record of delivering operational transformation and change.
• Strong knowledge of modern workplace technologies (Microsoft 365, end-user computing).
• Understanding of automation, AI and self-service to modernise support.
• Strong IT service management knowledge (incident, problem, change, governance).

Responsibilities

• Set the strategic direction for Site and Systems Operations, developing roadmaps.
• Lead workplace operations, including site and field support and executive/VIP support.
• Drive service transformation through automation, self-service, AI and new workplace tech.
• Create a consistent, high-quality employee experience with reliable services.
• Lead and develop geographically dispersed teams and culture.
• Strengthen governance with appropriate standards, controls and processes.
• Use data and insights to drive decisions and performance.
• Shape workforce and resource strategies for current and future needs.
• Manage budgets and investment priorities to optimise costs and quality.

Skills

Digital Workplace

IT operations

Leadership

Change management

Data analytics

Budget management

Job description

About us

At National Grid, we keep people connected and society moving. But it’s so much more than that. National Grid provides the environment to make it happen. As we build momentum in the energy transition for all, we don’t plan on leaving any of our customers in the dark. So, join us as Head, DWS - Site and Systems Operations, and find your superpower.

National Grid is hiring a Head, DWS - Site and Systems Operations to join our Technology team, based in Warwick.

About The Role

As Head, DWS - Site and Systems Operations, you’ll play a pivotal part in shaping and leading our site and systems operations, helping to ensure the technology and services that support our workplaces are reliable, secure and meet the needs of our organisation.

As Head, DWS - Site and Systems Operations, you’ll lead the operational delivery and ongoing evolution of Digital Workplace Services across the organisation, helping to create a consistent, reliable and customer-focused workplace experience.

You’ll have a broad remit spanning onsite and executive support, field services, workplace operations, scheduling and dispatch, operational governance, knowledge management, performance analytics and service readiness across our Digital Workplace platforms.

Bringing together people, process, technology and data, you’ll drive operational excellence across DWS, improving how services are delivered, strengthening governance and finding opportunities to increase efficiency and performance.

As a senior leader within DWS, you’ll also help shape our operational strategy, ensuring our services continue to evolve alongside the needs of our employees and the wider business. Ultimately, you’ll be focused on delivering a workplace experience that works brilliantly for our people, while providing measurable value for the organisation.

What You'll Do

• Set the strategic direction for Site and Systems Operations, developing operational roadmaps that support the wider ambitions of Digital Workplace Services and IT&D.
• Lead and evolve our workplace operations, spanning site and field support, executive and VIP support, conference and event technology, scheduling and dispatch, knowledge management, operational analytics and service readiness.
• Drive service transformation and innovation, exploring opportunities to improve how we work through automation, self-service, AI and emerging workplace technologies.
• Create a consistent, high-quality employee experience, ensuring services are reliable, resilient and continually improving across our business.
• Lead and develop geographically dispersed teams, building capability, supporting talent development and creating a high-performing, customer-focused culture.
• Strengthen operational governance, ensuring appropriate standards, controls and processes are in place across service performance, cybersecurity, audit and regulatory requirements.
• Use data and insight to drive decisions, establishing meaningful performance measures and identifying trends, risks and opportunities to improve our services.
• Shape workforce and resource strategies, ensuring we have the right skills, capacity and support models to meet both current and future needs.
• Manage budgets and investment priorities, identifying opportunities to optimise costs while maintaining and improving service quality.
• Build strong relationships with suppliers and partners, ensuring third-party services deliver against expectations and provide value to the organisation.
• Champion continuous improvement, challenging how things are done today and helping Digital Workplace Services stay ahead of changing business and employee needs.

About You

You’ll be an experienced technology leader with a strong background in Digital Workplace, IT operations or end-user technology services, comfortable leading large-scale operations and teams through change.

You’ll bring a combination of strategic thinking, operational leadership and commercial awareness, with the ability to set direction while staying close enough to delivery to make sure services perform for our people.

We’d love you to have:

• Significant leadership experience within Digital Workplace Services, IT operations, workplace technology or end-user computing, ideally across large or complex organisations.
• Experience leading large, geographically dispersed teams, including managers, technical teams and third-party service providers.
• A proven track record of delivering operational transformation and organisational change, improving services while bringing your people with you.
• Strong knowledge of modern workplace technologies and services, including Microsoft 365, end-user computing, collaboration platforms and device lifecycle management.
• An understanding of how automation, AI and self-service can help modernise support and improve the employee experience.
• Strong knowledge of IT service management, with experience across incident, problem and change management, governance and operational controls.
• The ability to use data, analytics and performance measures to make informed decisions and continually improve service delivery.
• Strong commercial and financial acumen, with experience managing budgets, business cases, suppliers and outsourced service partners.
• Excellent communication and stakeholder management skills, with the confidence to influence senior leaders and build strong relationships across business and technology teams.
• A passion for developing people and building high-performing teams, creating an inclusive environment where people can perform at their best.
• Experience within a regulated or critical national infrastructure environment would be advantageous, but isn’t essential.

What You'll Get

• Competitive Salary: circa £76,000 - £93,000 per annum (based on capability, and experience)
• Annual performance incentive: Earn up to 40% of eligible earnings through our performance-related bonus scheme
• Fully electric company car or cash alternative
• Private Medical Insurance for you, with the option to purchase cover for your partner or family through MyBenefits

Additional benefits

• 28 days’ holiday plus 8 statutory bank holidays, with the option to buy additional leave and swap up to 3 bank holidays to better fit your personal needs.
• A generous pension scheme with double matching up to 6% of your salary each month. For every £1 you contribute, we’ll contribute £2 - meaning a 6% personal contribution becomes an 18% total pension contribution.
• Life insurance cover of 10x your basic salary
• Flexible benefits such as a cycle scheme, share incentive plan, technology schemes
• Access to apps such as digital GP service for round the clock access to GP video consultations and NHS repeat prescriptions, wellbeing app to support your health and fitness
• Access to Work + Family Space, providing support and resources for work and family life, including paid emergency childcare and eldercare

More Information

• This role is offered on a full time basis.
• Based in Warwick, with hybrid working.
• This role closes on 26th October however we strongly encourage candidates to submit their application as early as possible.

We value diversity and are committed to creating an inclusive workplace for all. We welcome applications from all suitably qualified candidates - we make appointments purely on merit, assessed against objective selection criteria. We support flexible working and will make reasonable adjustments throughout the recruitment process should you have any physical or mental impairment which may affect your ability to participate in the process.

Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.