Senior IT Service Manager (OPS/SRE)

National Grid plc; Warwick; Hybrid; GBP 60,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Senior IT Service Manager, where your expertise will shape the future of energy delivery. This role involves managing a global Public Cloud Platform Service, enhancing operational efficiency through automation, and collaborating with diverse teams to drive impactful solutions. You will play a critical role in ensuring service excellence and operational success in a multicultural environment. With opportunities for professional development and a commitment to innovation, this position offers a rewarding career path in a sector that powers millions of homes and businesses. If you are passionate about technology and making a difference, this is the perfect role for you.

Benefits

Bonus up to 15%

Contributory Pension Scheme

Flexible Benefits

Employee Assistance Lines

Matched Charity Giving

Share Incentive Plan

Salary Sacrifice Car Scheme

Technology Schemes

Qualifications

• 4+ years in software, network, or systems engineering.
• Experience in IT Service Management within software development.

Responsibilities

• Drive process improvements and automation initiatives.
• Manage relationships with vendors and service providers.
• Lead service engineering teams in data analysis.

Skills

Technical Experience

Customer Service

Cloud Technologies (Azure)

Agile Methodologies

Operational Strategy Development

Incident Management

Automation Initiatives

Data Analysis

Education

Bachelor's Degree in Computer Science

Related Field Experience

Tools

AI-Driven Monitoring Tools

Performance Analytics Tools

Job description

Warwick, GB, CV34 6DA London, GB, WC2N 5EH

Division: IT Global Solution Development

Job Type:

Requisition Number: 59706

Department:

Job Function: Information Technology

Every day, we deliver safe and secure energy to homes, communities, and businesses, connecting people to the energy they need for their lives. Our expertise and track record position us uniquely to shape the sustainable future of our industry as the pace of change accelerates. To succeed, we must anticipate customer needs, reduce energy delivery costs, and pioneer flexible energy systems. This requires delivering on our promises and seeking opportunities for growth.

In IT and Digital, we collaborate closely with the diverse energy businesses within the National Grid group, revolutionizing operations through technology. Embracing Agile methodologies and Digital mindsets, we drive efficiency and bring new capabilities to internal and external customers as we lead the charge towards a carbon-free future.

Our work is critical, as National Grid powers millions of homes and businesses in the UK and US, and the technology we employ is vital to this task. The successful applicant for this position will play a crucial role in our mission, supported by our multicultural, customer-centric global team, with opportunities for professional development.

National Grid is hiring a Senior IT Service Manager as part of our Engineering Function. This position can be located in Warwick or London - We offer hybrid/flexible working opportunities.

Job Purpose

As a Senior IT Service Manager, you will be responsible for our global Public Cloud Platform Service & Operations, that provide advanced technical support to internal customers and contributing to the delivery of scalable tools that enhance operational efficiency. This role utilizes a combination of business and technical expertise to develop an operations strategy and drive continuous improvements based on user and stakeholder feedback. You will build relationships across Digital Platforms and Infrastructure Technology, and with our internal development community to deliver great support experience, solving technical problems, identifying opportunities for impactful automation, setting clear operational metrics and reporting.

What you'll do

• Drive process improvement and automation initiatives to simplify, standardize, and automate critical processes, reducing manual effort and errors.
• Collaborate with internal engineering teams, business partners, and technical leaders to coordinate planning and execution of projects.
• Review designs for large-scale projects to ensure effectiveness and efficiency.
• Establish and maintain incident management processes to promptly identify, escalate, and resolve service disruptions and outages.
• Continuously monitor the effectiveness of automation tools in driving operational efficiency and gather user feedback for future improvements.
• Manage relationships with third-party vendors and service providers, ensuring adherence to service level agreements and contractual obligations.
• Foster cross-group collaboration to share knowledge and advocate for automation and infrastructure best practices.
• Provide technical guidance to resolve major incidents and equip service engineering teams with the necessary skills, tools, and resources.
• Lead service engineering teams in data analysis and pattern identification to drive insights and improvements.
• Define monitoring and analyzing platform performance metrics and reporting on the overall health of the platforms to senior leadership through dashboards.
• Incorporate the usage of AI-Driven Monitoring and performance Analytics.

About you

• 4+ years technical experience in software engineering, network engineering, service engineering, or systems engineering.
• 3+ years of customer service and supporting operational excellence and best practices.
• Bachelor's Degree in Computer Science, Information Technology, or related field AND 7+ years technical experience in software engineering, network engineering, service engineering, or systems engineering.
• Proven experience as an IT Service Manager or similar role in a software development setting.
• Understanding of software development life cycle (SDLC) and agile methodologies.
• Expertise in cloud technologies like Azure.
• Ability to develop and implement long-term operational strategies that align with organizational goals.
• Experience in transitioning teams from reactive to proactive.
• Experience partnering and collaborating with other functional groups to drive priorities.
• Ability to work through self-directed, ambiguous situations.
• Demonstrated skills in dealing with diverse groups of engineering teams.
• Ability to direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems.

What you'll get

A competitive salary between £60,000 – £75,000 – dependent on capability.

As well as your base salary, you will receive a bonus of up to 15% of your salary for stretch 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.

More Information

The closing date for this vacancy is 29th November. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

DE & I statement

At National Grid, 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 into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds, and offer flexible and tailored support, at home and in the office.