About The Role

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. 
 

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.  Your Rewards

Rewarding work and a collaborative, team-oriented culture are just the beginning.  Review our digital benefit guide at ngbenefitslivebrighter.com for full details and descriptions. 

Salary
Waltham, MA $196,000 - $231,000 a year

Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions.
 
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
 
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.