Service Delivery Lead

At National Grid, we keep people connected and society moving. But it’s so much more than that. National Grid provides the environment, support, and purpose that enable us to make a real impact. As we drive momentum in the energy transition for all, we’re committed to ensuring none of our customers are left in the dark.

So, join us as a Service Delivery Lead and find your superpower.

National Grid is hiring a Service Delivery Lead to play a key role in ensuring the effective delivery of IT services that support critical business operations. Based at our Warwick office, with hybrid working, you’ll work closely with stakeholders, suppliers, and technical teams to drive service excellence, improve performance, and ensure our services continue to meet the evolving needs of the business.

As a Service Delivery Lead, you'll play a critical role in keeping National Grid's digital services running smoothly, securely, and efficiently. You'll lead the end-to-end delivery of key business services, platforms, and applications, ensuring they remain resilient, high-performing, and aligned to business needs.

Working across product, platform, and supplier teams, you'll champion service excellence, drive continual improvement, and use data-driven insights to enhance customer experience, reduce risk, and improve service performance. This is a fantastic opportunity to influence how technology services are delivered across a complex and business-critical environment that supports the UK's energy future.

• Own and lead the delivery of business-critical digital services, ensuring they remain secure, resilient, high-performing, and aligned to business needs.
• Drive service excellence across products, platforms, and suppliers, creating clear accountability, strong governance, and a culture of continuous improvement.
• Use data and insight to improve service performance, enhancing availability, customer experience, operational resilience, and business outcomes.
• Lead the response to major incidents and service challenges, bringing teams together to restore services quickly and minimise business impact.
• Embed service into the heart of product delivery, ensuring new capabilities are operationally ready, supportable, and built for long-term success.
• Champion continual improvement, identifying opportunities to optimise processes, reduce risk, increase efficiency, and deliver greater value.
• Build trusted relationships with stakeholders across the business, influencing decisions and driving positive outcomes through collaboration and clear communication.
• Manage supplier performance and service partners, ensuring they deliver against expectations and contribute to exceptional service outcomes.
• Strengthen service governance, ServiceNow and CMDB quality, providing the visibility and control needed to support a complex and evolving technology landscape.
• Help protect the services that power Critical National Infrastructure, ensuring robust risk management, security, and operational resilience across key digital platforms.

We're looking for a service-focused leader who thrives in complex environments and knows how to bring people, technology, and processes together to deliver outstanding outcomes.

• Proven experience leading IT Service Delivery, Service Operations, or Service Management teams in a large-scale enterprise environment.
• Strong understanding of ITIL and ITSM best practices, including Incident, Problem, Change, Service Transition, Service Level, and Supplier Management.
• Skilled at working across product, engineering, operations, cyber security, architecture, and supplier teams to drive service excellence.
• Experience leading teams, developing talent, and creating a high-performance, customer-focused culture.
• A strong stakeholder manager who can build trusted relationships, influence at senior levels, and communicate with impact.
• Commercially aware, with experience managing suppliers and driving performance against agreed service outcomes.
• Passionate about continual improvement, using data, insights, and customer feedback to enhance services and deliver measurable business value.
• Confident working with ServiceNow, service reporting, and performance metrics to support governance and decision-making.
• Experienced in ensuring services are operationally ready, resilient, supportable, and fit for long-term success.
• A collaborative and inspiring leader who champions accountability, innovation, resilience, and exceptional customer outcomes.

If you're passionate about delivering world-class services and want to play a key role in supporting the UK's critical energy infrastructure, we'd love to hear from you.

Competitive Salary: circa £55,208 – £65,208 per annum (based on capability and experience)

Additional benefits:

• 26 days’ annual leave, plus 8 statutory bank holidays, with the option to buy additional holiday days and swap up to 3 bank holidays to better suit your personal needs.
• A competitive contributory pension scheme where we will double match your contribution, up to a maximum company contribution of 12%.
• You will receive a bonus based on personal and company performance.
• Flexible benefits including a cycle scheme, share incentive plan, and technology schemes.
• Access to benefits such as a digital GP service for 24/7 GP video consultations and NHS repeat prescriptions, plus a 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.
• The base location for this role is NG House, Warwick, operating on a hybrid working model.
• This role closes on 21st August; however, we strongly encourage candidates to submit their application as early as possible.
  
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