Service Delivery Analyst Network Operations

About us

At National Grid, our commitment to a cleaner, greener energy future is powered by the dedication and ingenuity of our people. Join our team as Service Delivery Analyst of Network Operations and be a part of something bigger—where your unique skills and passions can make a real difference. Together, we are superpowered. 

National Grid is hiring a Service Delivery Analyst of Network Operations.  The this role is based in our Warwick, UK office. We offer a hybrid working model.

Job Purpose

We are seeking a strategic, results-driven Service Delivery Analyst to lead the end-to-end operational management of our UK network services across 200+ sites focusing on stability, cost and risk. You will manage all network infrastructure support and maintenance services provided by our multiple service providers (internal and external) to deliver exceptional value t

This role will be part of the operation and integration of our new operating model which is a blend of insourced and outsourced service providers, with responsibility for integrated service management across internal teams and third-party suppliers. The ideal candidate will bring a strong background in Service Integration and Management (SIAM), networking infrastructure, and multi-site operations, with a hands-on approach to service delivery, including on-site visits to ensure smooth operational handovers and service continuity.

The role is critical in ensuring the success of National Grids provision network services. You will be responsible in ensuring National Grid’s business processes are followed and participate in the governance of the services you own, including acting as a point of escalation for all delivery centres globally. You will report the benefits and performance of your services and will ultimately be responsible for the successful operation and continuous improvement of the platform.

What you'll do

• Leadership:

• • Lead and manage the transition of services from external suppliers to in-house delivery, ensuring minimal disruption to business operations.
  • Develop and deliver detailed transition plans, including resource, risk, and change management.

• Service Integration and Management (SIAM):
• Implement and operate a SIAM framework to manage and coordinate services across internal teams and third-party providers.
• Ensure end-to-end accountability for service performance across the full provider ecosystem.
• Develop governance models, escalation paths, reporting frameworks, and performance reviews in a multi-supplier environment.
• Networking & Infrastructure Oversight:
• Oversee and coordinate delivery of network-related services during and after the insourcing process.
• Work closely with network engineers and infrastructure teams to ensure robust connectivity, availability, and performance across all sites.
• Understand core networking concepts (e.g., LAN/WAN, VPN, firewalls, DNS, DHCP) and how they relate to service operations and user experience.
• Site Visits & Operational Oversight:
• Conduct regular on-site visits across business locations to assess service performance, user experience, infrastructure readiness, and operational maturity.
• Build strong relationships with site stakeholders and front-line support teams to drive accountability and feedback into service improvements.
• Stakeholder Engagement:
• Engage with business leaders, operational teams, IT staff, and external vendors to align expectations and ensure successful delivery outcomes.
• Act as the primary escalation point for service delivery and operational issues.
• Service Management & Continuous Improvement:
• Define, monitor, and improve SLAs, OLAs, and KPIs across all services and suppliers.
• Align processes with ITIL and SIAM best practices and embed a culture of service excellence.
• Risk, Issue Management & Compliance:
• Identify and mitigate risks and issues associated with service transitions, networking infrastructure, and integrated delivery.
• Ensure services are compliant with internal policies and relevant regulations.
• Budget & Cost Management:
• Monitor cost savings, efficiency improvements, and value-for-money across the service estate.

About you

• Extensive experience as a Service Delivery Analyst, with direct experience in insourcing, SIAM, and network services oversight.
• Strong knowledge of IT infrastructure, especially networking, connectivity, and site-based operations.
• Proven ability to manage multi-site environments and lead service transitions with minimal impact.
• Demonstrable success in stakeholder engagement, team leadership, and supplier coordination.
• Familiarity with ITIL v4, service design, and continuous improvement.
• Excellent written and verbal communication skills, including report writing and presentation to senior stakeholders.
• Track record of working in matrix organization and interfacing with internal service providers in delivering services to the business.
• Technical experience in dealing with a broad range of products and technologies.
• Strong analytical skills and experiences with experience in creating leadership reporting dashboards
• Experience of managing RTB and delivering year on year reductions.
• Strong management skills and a track record of operating in a complex environment delivering to numerous customers, interests, and goals, on-time and on-budget

What you'll get

A competitive salary between  £48,000-£57,000 – 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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