An exciting opportunity has arisen for a Unified Desk Director to join our team!
The Unified Service Desk Director will lead the transformation and ongoing management of the service desk to enhance employee experience and support across National Grid. This role is critical in developing the strategy to scale service support beyond IT, aiming to include broader organizational service lines such as People Services, Procure-to-Pay (P2P), Finance Operations, Facilities etc. This strategy will be refined and implemented in collaboration with the relevant functions to ensure alignment and effective change management.
The Director will strategically drive adoption of digital-first and AI-enhanced solutions, focusing on superior service delivery, operational effectiveness and efficiency, and an exceptional user experience. Additionally, this role is responsible for benefit realization as per the agreed business case. The successful candidate will exhibit a strong visionary approach to leadership, demonstrate a capability to adapt in a dynamic environment, and foster an inclusive environment within the USD.
National Grid is hiring a Unified Service Desk Director, this is a Hybrid role located in Warwick.
What You'll Do
- Support the development and execution of a strategy to scale and transform the Unified Service Desk to support multiple service lines beyond IT.
- Champion the continuous improvement of support within the service lines by leveraging a variety of tools, including ServiceNow and other relevant technologies within National Grid’s toolset.
- Champion and execute service excellence strategies to increase colleague satisfaction and loyalty.
- Provide leadership and direction in the efficient and effective delivery of service support to our colleagues.
- Oversee the daily activity of the service desk, ensuring adherence to SLAs and performance metrics.
- Spearhead initiatives to expand digital-first resolution and GenAI capabilities, ensuring the service desk proactively adopts new technologies to continually improve the effectiveness and efficiency of service support.
- Lead a diverse and high performing team including a Service Delivery Manager, Employee Experience Manager, Knowledge and Learning Manager, and Business Product Owner (Focused on ServiceNow opportunity identification and automation).
- Collaborate closely with the Business Units (Customer) and Service Owners (Level 2+ delivery) to ensure initiatives and solutions are aligned and delivered in accordance with performance contracts.
What You'll Have
- Demonstrable experience in managing service operations in IT, and/or broader organizational service lines such as People Services, P2P, Finance Operations, or Facilities.
- Proficient experience in scaling IT services and leading digital transformation initiatives.
- Strong familiarity with IT Service Management (ITSM) (incl., knowledge management, service request management, etc.) and other cross-enterprise cutting frameworks such as Enterprise Service Management (ESM).
- In-depth knowledge of and experience creating performance plans for support functions including SLA/OLA, performance dashboards and improvements plans.
- Experience with outsourcing/insourcing business plans and business cases and vendor/commercial management practices.
- Proven ability to lead diverse teams and manage complex stakeholder relationships.
- Demonstrated success driving support experience on the Service Now platform, utilization of its out of the box capabilities and roadmap.
What You'll Get
A competitive salary between £70,000 - £83,000 – dependent on capability.
As well as your base salary, you will receive a company car or allowance, a bonus of up to 20% 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, a salary sacrifice technology scheme, support via the employee assistance line and matched charity giving to name a few.
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.
Our goal is to drive, develop and operate our business in a way that results in a more inclusive culture. All employment is decided on the basis of qualifications, the innovation from diverse teams & perspectives and business need. We are committed to building a workforce so we can represent the communities we serve and have a working environment in which each individual feels valued, respected, fairly treated, and able to reach their full potential.
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