National Grid Head of Service – User Platform and Infrastructure in Waltham, Massachusetts

*About the Position:*

As the Head of Service for User Platform & Infrastructure in our Global IS Service Delivery business unit, you will be accountable globally for the availability and performance of the User Platforms and Infrastructures that underpin IS services. This includes Enterprise Email, desktops/laptops, voice & video conferencing, print, mobile platforms & field devices, networking and connectivity, compute services and storage, virtualization, and Data Center services.

Our services are generally common between the US and UK, although you will need to be able to manage diversity in delivery and in demand as we tailor our services to specific business unit requirements.

Since our infrastructure delivery is wholly outsourced, you will have to delivery results in an environment where you don't have direct control over the operational levers.

You'll effectively measure the utility of your services in terms of business value. Also, measure and understand the impact of any deficiency in the service on business outcomes and ensure that such deficiencies are addressed immediately.

Many of National Grid’s services underpin critical lifeline services, and services of critical importance to the Nation. If our infrastructure fails, the implications can be significant. You will be asked how you would demonstrate your ability to operate in an environment with significant critical and regulatory / government scrutiny.

_Position Responsibilities (including but not limited to): _

  • Accountability for delivery of all services within portfolio, maintaining the operational availability and performance to the defined service levels.

  • Actively manage the operational availability and performance of services by maintaining an end to end service mapping across multiple delivery towers (both in house and 3rd party supplier), identifying any underlying risks, overseeing changes and driving service improvements by analyzing KPI's and SLA performance / adherence.

  • To work with the wider IS organization to ensure the operational integrity of the services throughout their life cycle.

  • Manage approximately 50 including contractors, consultants and leaders from strategic outsource partners.

  • Accountable for the day to day delivery of IS services, including the Business and Operationally Critical systems and services that underpin National Grid’s operations, field work, emergency response, payroll, and finance.

  • Accountable for delivery of service to >30,000 (Global Heads of Service). This includes to National Grid staff as well as key partners / alliances.

  • Develop and maintain appropriate processes between IS and the NG business to align priority of action with safety imperatives in incidents and other situations.

  • Ensure that the IS delivery organization operates in a safe manner, with National Grid’s safety culture embedded throughout, including third party consultants and subcontractors.

  • Ensure a consistent and quality approach to staffing, including recruitment, supervision, scheduling, development, evaluation, and improvement actions.

  • Maintain and improve a culture that ensures absolute affinity with National Grid’s business and mission, excellence in service provision and continuously drives to improve personal and organizational performance.

  • Ensure IS delivery complies with all relevant laws, regulations and best practice. In all of this, ensuring alignment with, and participating in defining and improving pan-National Grid standards for supplier management, process excellence, leadership, etc.



_Knowledge & Experience Required:_

  • Bachelor’s Degree or equivalent.

  • 10 – 15 years of experience at a similar senior-leadership level.

  • Desirable: ITIL (Information Technology Infrastructure Library).

  • Track record providing mission-critical services in a large, blue-chip, real-time environment.

  • Experience in changing and developing a focused team into a proactive, measured, service culture with particular focus on performance management and optimization.

  • Strong track record of introducing best practices / ITIL methodologies for infrastructure and service delivery projects. Able to combine rigor and discipline with a pragmatic approach to delivering cost effective solutions in a demanding timeframe.

  • Broad technical knowledge encompassing Enterprise Email, networks and connectivity, data-centres, servers & mainframes, compute services and storage, server & desktop virtualization, voice & video conferencing, mobile platforms & field devices, print, and laptop/desktop systems.

  • Experience in delivering solutions via global sourcing partners.

  • Experience in leading and managing high performing teams and budgets.

  • Must have significant experience in a similar outsourced environment, either customer side, supplier side or ideally both.

  • Must have the technical understanding necessary to hold your own with vendors/providers.

  • Ability to leave your suppliers to design and operate.

  • Preferred: Experience operating in an environment with significant, critical and regulatory / government scrutiny.


/National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./


Job: *IS Service Delivery

Organization: *IS Service Delivery

Title: Head of Service – User Platform and Infrastructure

Location: MA-Waltham

Requisition ID: 20172129