Technology Service Senior Lead - NESO

National Grid; Wokingham; Hybrid; GBP 57,000 - 67,000; Full time

Job summary

A leading energy organization is seeking a Technology Service Senior Lead to manage the Data Sharing Infrastructure (DSI) in Wokingham, Warwick, or Glasgow. This role involves leading service delivery, managing relationships with external partners, and ensuring the technology operates securely and reliably. The ideal candidate will have a strong background in service management, stakeholder engagement, and incident response. Competitive salary, flexible working and supportive career development are offered.

Benefits

Bonus based on company performance

26 days annual leave

Contributory pension scheme with double matching

Qualifications

• Experienced in managing digital services within multi-stakeholder environments.
• Confident in leading cross-functional teams in technology projects.
• Able to manage external technology delivery partners effectively.

Responsibilities

• Lead service delivery lifecycle management for the DSI.
• Oversee the DSI technology, ensuring performance and reliability.
• Manage relationships with external service providers.

Skills

Service delivery management

Incident response leadership

Stakeholder engagement

ITIL knowledge

Job description

About the Role

National Energy System Operator’s (NESO) strength lies in our people. Together, we’re shaping the future where clean, affordable energy is accessible for all. Every day is an opportunity to make a real difference, accelerating the progress of sustainable GB energy, keeping people connected and society thriving as we create a brighter tomorrow.

National Energy System Operator are looking for a Technology Service Senior Lead to provide leadership for release and operations management of the Data Sharing Infrastructure (DSI), ensuring the sector-wide technology operates reliably, securely, and in line with agreed service levels.

The DSI is a decentralised socio-technical solution that will enable secure, resilient, and standardised data sharing between energy system participants.

NESO is currently progressing the development of the DSI on behalf of the sector and has been appointed by Ofgem to oversee its implementation and initial operation in a governance role known as the ‘Interim DSI Coordinator’. This opportunity is at the heart of the Interim DSI Coordinator, leading the service management and operations for the DSI technology.

The role will be the primary interface with external delivery partner(s) and responsible for shaping the DSI service management approach, leading testing and releases, overseeing the day-to-day operation of the DSI, managing service performance, and coordinating incident response and resolution.

This role can be based from Wokingham, Warwick or Glasgow, 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

• Lead and be accountable for the end-to-end service delivery lifecycle, across Strategy, Design, Transition, Operation, and Continual Service Improvement for the DSI as a sector-wide technology infrastructure. Drive successful deployment of new features into live operations, ensuring quality, security, stability, and readiness
• Lead day-to-day service delivery, providing oversight and operational assurance of the DSI technology, including the performance, reliability, and security of its components
• Own and manage relationships with outsourced service providers, acting as the senior point of accountability for service delivery, operational integrity and information security, ensuring alignment with agreed service outcomes
• Direct service performance management, including capacityand availability, ensuring KPIs and SLAs are tracked (including internal SLAs), reviewed, and continuously improved in line with contractual and operational requirements
• Lead incident and problem management, coordinating internal and external teams, overseeing service recovery, and conducting root cause analysis
• Oversee and lead service delivery assurance activities, including internal review, audits, and compliance reviews to ensure service quality and resilience
• Support the end-to-end testing of the DSI (and the MVP) across planning, execution, and governance of functional, non-functional, integration, UAT, and OAT testing
• Influence product priorities, collaborating with the Product Owner to integrate service-related enhancements into the roadmap
• Manage service documentation, including runbooks, support procedures, operational guides, and ensure they are current and aligned with service needs
• Chair regular operational service reviews, engaging senior stakeholders and delivery partners to assess performance, resolve issues, and agree improvement actions
• Champion continuous service improvement through identification and implementing enhancements to service processes, tools, and DSI technology performance
• Act as the primary point of contact for service-related queries, escalations, and stakeholder communications and coordinate interworking with NESO teams, ensuring smooth collaboration across service transition and operational hand-offs

About You

We’re forging the path, and we know we can’t do it alone. That’s why we need visionary minds like yours to join us on this transformative journey. In this case, we’re looking for someone who is:

• Experienced in service delivery and operations management of digital services within complex multi-stakeholder environments, with a strong grounding in ITIL
• Experience of managing external technology delivery partners and holding suppliers to account against SLAs and KPIs
• Confident in leading cross-functional teams and leading industry stakeholder engagement
• Experience of leading incident response and service improvement initiatives across internal teams and suppliers
• Strong stakeholder engagement and communication skills, with the ability to coordinate across technical and non-technical team
• Experience with service management tools and service reporting
• Experience with service design, integration, and transition processes of digital products or platforms

Research shows that some people may hesitate to apply unless they meet every requirement. At NESO, we believe potential comes in many forms and we’re committed to a fair, inclusive recruitment process where everyone can show their talents. We celebrate the difference people can bring into our organisation, and welcome and encourage applicants with diverse experiences and backgrounds to build a workforce that feels valued and respected and represents the communities we serve.

About What You’ll Get

A competitive salary between circa £57,000 to £67,000pa – dependent on experience and capability.

As well as your base salary, you will receive a bonus based on company performance, 26 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%.

As we work towards creating a cleaner, greener, and more affordable future for all, we also work towards creating a place for our teammates to belong, with professional and personal growth and positive well-being.

• Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey.
• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table.
• Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.

About Us

National Energy System Operator’s (NESO) mission is to facilitate the decarbonisation of Great Britain’s energy network and ensure the delivery of reliable, affordable, and clean electricity for consumers. We work with stakeholders across the whole energy industry to plan for future network needs, using a wider adoption of technology and changes in consumer behaviour, as well as ensuring we have the right markets, networks, and frameworks in place, to transform the way we operate tomorrow.

Join us, and let’s energise progress.

Our energy, our future, together.

About The National Energy System Operator (NESO) 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.

More Information

This role closes on 4th January 2026 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. Interviews will be held in January 2026.

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.

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.