Lead ITSM Architect - NESO

National Grid plc; Wokingham; Hybrid; GBP 72,000 - 80,000; Full time

Job summary

Join National Grid plc as a Lead IT Service Management Architect and drive digital transformation with ServiceNow platform capabilities. You will shape IT operations through AIOps-led practices, ensuring seamless integration and process optimization. This critical role demands proven leadership and strategic impact in a hybrid working environment, catering to both full-time and part-time candidates.

Benefits

28 days annual leave

Flexible working arrangements

Competitive contributory pension scheme

Qualifications

• Experience in ITSM architecture, particularly with ServiceNow.
• Deep knowledge of ITSM modules and platform capabilities.
• Understanding of AIOps concepts including machine learning.

Responsibilities

• Lead architectural design and implementation of ITSM solutions.
• Design and deploy AIOps-driven capabilities.
• Define KPIs for program success and optimization.

Skills

Leadership

Communication

Analytical Thinking

Problem-Solving

Education

ITIL v3/v4 Foundation or Expert certification

AIOps-related certifications

Job description

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National Energy System Operator (NESO) recognises the potential of bright and talented individuals, and we encourage you to join us as Great Britain’s energy system undergoes an ambitious, exciting, and vital transformation. Together with industry, we are creating a cleaner, more sustainable energy future.

We are seeking a skilled Lead IT Service Management (ITSM) Architect with ServiceNow expertise to drive a critical transformation program within our IT organization. You will shape the future of our IT operations by delivering ServiceNow platform capabilities, ensuring seamless integration, ITSM process optimization, and the overall alignment with organizational objectives.

This is a unique opportunity to shape the future of our IT operations by spearheading the implementation of AIOps-led IT management practices. You will provide technical leadership, define architectural standards, and guide cross-functional teams to deliver a unified, intelligent, and highly automated IT operational environment.

This role can be based from Wokingham or Warwick and we continue to offer hybrid working from office and home. We are open to full time and part time applicants, as well as flexible working arrangements.

Key Accountabilities

Transformation Leadership - Lead the architectural design and strategic direction for the IT management transformation, focusing on AIOps and platform consolidation

Technical Leadership - Lead the architectural design and implementation of scalable ITSM solutions on the ServiceNow platform

ServiceNow Architecture - Design, develop, and oversee the implementation of robust, scalable, and secure ITSM solutions within ServiceNow, ensuring alignment with enterprise architecture principles and best practices

AIOps Implementation - Design and deploy AIOps-driven capabilities within ServiceNow, utilizing machine learning and automation to improve incident management, predictive analytics, and operational efficiency

Solution Design & Road mapping - Create detailed architectural designs, technical specifications, and roadmaps for ITSM modules (Incident, Problem, Change, Request, CMDB, Event Management, Operations Management) within ServiceNow

Process Optimisation - Streamline ITIL processes (e.g., Incident, Problem, Change, Service Desk) to align with AIOps and ServiceNow best practices

Performance & Optimisation - Define KPIs and metrics to evaluate program’s success and identify opportunities for system optimisation, performance improvements, & automation within the platform and processes

Governance & Compliance - Establish and enforce architectural governance, standards, and guidelines for ServiceNow development and ITSM processes, ensuring consistency, quality, and maintainability

Technical Risk Management - Identify and mitigate potential risks associated with architectural decisions and technology implementations

Collaboration - Collaborate effectively with business stakeholders, IT teams, and external partners to ensure alignment and successful delivery

Documentation - Create and maintain clear and concise technical documentation, including architectural blueprints, design patterns, and standards

About You

• Significant experience in ITSM architecture, particularly with ServiceNow, is beneficial. We welcome candidates with diverse experiences that demonstrate leadership and strategic impact
• Deep knowledge of the ServiceNow product, ITSM modules (e.g., ITOM, ITBM, CSM, SecOps), platform capabilities, integrations, and best practices
• Extensive knowledge of ITIL v3/v4 frameworks and their application within ServiceNow
• Understanding of AIOps concepts, including machine learning, predictive analytics, and automation
• Exceptional leadership, communication, and people skills, with the ability to influence stakeholders at all levels
• Ability to translate complex technical concepts into clear, concise, and actionable plans for diverse audiences
• Strong analytical and problem-solving abilities, with a keen eye for detail and process improvements
• ITIL v3/v4 Foundation or Expert certification
• AIOps-related certifications (e.g., from vendor-specific platforms or industry bodies)

This is a pivotal role in our organization's journey towards a more intelligent and efficient IT landscape. You will be at the forefront of adopting cutting-edge AIOps technologies and streamlining our IT operations on a leading platform. We offer a challenging yet rewarding environment, competitive compensation, and opportunities for continuous professional growth.

We encourage applications from individuals of all backgrounds, identities, and experiences. Your unique perspectives are valued and help us build a stronger, more inclusive community. If you are a strategic thinker, a technical leader, and passionate about transforming IT service delivery, we encourage you to apply.

About What You'll Get

A competitive salary between £72,000 - £80,000 per annum – dependent on capability.As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch performance, 28 days annual leave as standard, 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 comprehensive benefits package tailored to support your well-being and professional success. From a competitive salary to flexible work arrangements, we promote your work-life balance. Enjoy fit for purpose wellbeing and lifestyle offerings, ongoing skill development aligned to our Purpose and Values, and be part of a supportive community that values your individuality and where you can belong.

About Us

In Autumn of 2024, the ESO transitioned to National Energy System Operator, or NESO for short. Previously denoted as the Future System Operator (or FSO), the new National Energy System Operator is the independent body responsible for planning Great Britain’s electricity and gas networks and operating the electricity system.

The ESO, including all of its existing roles, are now at the heart of the new National Energy System Operator. As NESO, we will build on our existing roles, capabilities, and ways of working significantly to create an organisation the energy system and its users’ need. Our new capabilities will enable us to look across vectors, including electricity, natural gas and hydrogen, and crucially consider the trade-offs between them.

The organisation is set up as a public corporation with its own Board of independent directors, with complete operational independence from government, the regulator and any and all commercial interest. As was the ESO, NESO will be licenced and regulated by Ofgem through price control agreements and obligated to identify optimal solutions to system operations and planning in the most sustainable, affordable and secure way for all.

The time to deliver 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.

More Information

This role closes on 2nd July 2025 at 23:59, however we encourage candidates to submit their application as early as possible and not wait until the published closing date as this can vary.

We work towards the highest standards in everything we do, including how we support, value and develop our people. Our aim is to encourage and support employees to thrive and be the best they can be. We celebrate the difference people can bring to our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.

We're committed to building a workforce that represents the communities we serve, and a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.