About us
At National Grid, Interconnectors play a key role in modern energy systems by enabling countries to share electricity reliably, securely, and efficiently. So, join us as a Service Delivery Manager, and find your superpower.
National Grid is hiring a Service Delivery Manager to join our Information Technology & Digital team for National Grid Ventures Interconnectors, based in Warwick, with hybrid working on average 1-2 days per week to collaborate with wider teams and stakeholders.
In this role, you will be accountable for ensuring IT services are delivered reliably, securely, and to agreed standards. This includes managing suppliers, service performance, incidents, and continuous improvement activities in line with business needs. You will work with technical teams, suppliers, and business stakeholders to maintain operational stability and ensure a consistent level of service across the organisation.
About The Role
As Service Delivery Manager, you will be responsible for NGV Interconnector's IT service operations, overseeing the delivery of reliable and effective services that support business activities. You will have accountability for end to end service performance, including operational stability, supplier management, and continuous improvement.
Working closely with stakeholders across the organisation, you will ensure IT services deliver against agreed business outcomes, service levels, and priorities. You will identify opportunities to improve service reliability and processes, and ensure issues are managed effectively to minimise business impact.
This role works closely with business and IT stakeholders and contributes directly to service stability, operational efficiency, and risk management across NGV Interconnectors.
What You'll Do
You will be responsible for the stability, performance, and continuous improvement of NGV Interconnectors' IT services.
* Build effective stakeholder relationships – Partner closely with leaders and teams across the business, confidently influencing decisions and shaping positive outcomes that balance business needs with service excellence.
* Lead problem management from end to end – Own the full problem lifecycle, identifying root causes, preventing repeat issues, and driving long term service improvements.
* Set and manage service level expectations – Agree achievable SLAs, track performance, and ensure services consistently deliver against agreed targets and business priorities.
* Monitor & ensure service availability – Proactively ensure services meet current and future availability requirements, enabling the organisation to operate efficiently and without disruption.
* Strengthen business continuity – Develop, implement, and test robust continuity frameworks that protect critical services and support organisational resilience.
* Command incident response – Take charge during incidents, coordinating swift and effective responses to minimise impact and restore services as quickly as possible.
* Optimise supplier performance – Manage strategic supplier relationships, ensuring value for money while balancing cost, quality, and service excellence.
* Safeguard information and data – Support strong information assurance practices, helping protect systems, services, and data from risk and misuse.
* Embed effective risk management – Identify, assess, and manage risks across services, ensuring the integrity, security, and success of the wider enterprise.
About You
An experienced IT service delivery professional with a pragmatic approach to managing services in a complex environment.
* Significant experience within an IT & Digital organisation at management level, with a strong track record in IT Service Delivery and Service Management.
* Proven experience deploying IT Service Management processes and best practice, including frameworks such as ITIL, to drive consistency, quality, and continuous improvement.
* Strong technical aptitude combined with a collaborative approach to working with both business and IT stakeholders to deliver customer focused outcomes.
* Experience leading and developing small teams of service support analysts, fostering a positive and high performing culture.
* Demonstrated capability managing internal and external partners, including outsourced and offshore resources, to deliver seamless end to end services.
* Broad commercial, financial, contract, and supplier management experience, with the ability to balance cost, efficiency, and service quality.
* Excellent stakeholder management skills, including clear communication, strong influencing ability, and confident negotiation.
* Experience operating within heavily matrixed environments, maintaining momentum and driving results through complexity.
* Strong customer advocacy, quickly identifying opportunities and challenges while applying strategic thinking to deliver meaningful customer outcomes.
* An inspiring leadership style, leading by example with integrity and a clear commitment to National Grid's values, vision, and purpose.
What You'll Get
* Competitive Salary: circa £63,000 - £80,000 per annum (based on capability, and experience)
* Annual performance incentive: Earn up to 30% of eligible earnings through our performance related bonus scheme
Additional benefits:
* 28 days' holiday plus 8 statutory bank holidays, with the option to buy additional leave and swap up to 3 bank holidays to better fit your personal needs.
* A generous pension scheme with double matching up to 6% of your salary each month. For every £1 you contribute, we’ll contribute £2 - meaning a 6% personal contribution becomes an 18% total pension contribution.
* Life insurance cover of 10x your basic salary
* Flexible benefits such as a cycle scheme, share incentive plan, technology schemes
* Access to apps such as digital GP service for round the clock access to GP video consultations and NHS repeat prescriptions, 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.
* Based in Warwick, with hybrid working. 1 - 2 days per week.
* This role closes on 26th May however we strongly encourage candidates to submit their application as early as possible.
Please note that in most cases, National Grid is unable to offer sponsorship for employment under the UK points-based immigration system. As such, applicants must have the legal right to work in the UK without requiring sponsorship now or in the future under the UK points-based immigration system. However, in exceptional circumstances where there is a clear and demonstrable need for specialist skills that cannot be sourced from the local labour market, National Grid may consider offering sponsorship. All applications are welcome from candidates who meet these requirements, regardless of race, nationality, or ethnic origin.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
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