Senior IT Service Manager (OPS/SRE)

at  National Grid

ABOUT US

Every day, we deliver safe and secure energy to homes, communities, and businesses, connecting people to the energy they need for their lives. Our expertise and track record position us uniquely to shape the sustainable future of our industry as the pace of change accelerates.To succeed, we must anticipate customer needs, reduce energy delivery costs, and pioneer flexible energy systems. This requires delivering on our promises and seeking opportunities for growth.
In IT and Digital, we collaborate closely with the diverse energy businesses within the National Grid group, revolutionizing operations through technology. Embracing Agile methodologies and Digital mindsets, we drive efficiency and bring new capabilities to internal and external customers as we lead the charge towards a carbon-free future.
Our work is critical, as National Grid powers millions of homes and businesses in the UK and US, and the technology we employ is vital to this task. The successful applicant for this position will play a crucial role in our mission, supported by our multicultural, customer-centric global team, with opportunities for professional development.

JOB PURPOSE

As a Senior IT Service Manager, you will be responsible for our global Public Cloud Platform Service & Operations, that provide advanced technical support to internal customers and contributing to the delivery of scalable tools that enhance operational efficiency. This role utilizes a combination of business and technical expertise to develop an operations strategy and drive continuous improvements based on user and stakeholder feedback. You will build relationships across Digital Platforms and Infrastructure Technology, and with our internal development community to deliver great support experience, solving technical problems, identifying opportunities for impactful automation, setting clear operational metrics and reporting.

WHAT YOU’LL DO

• Drive process improvement and automation initiatives to simplify, standardize, and automate critical processes, reducing manual effort and errors. Utilize emerging tools and technologies to enhance operational efficiency and service reliability.
• Collaborate with internal engineering teams, business partners, and technical leaders to coordinate planning and execution of projects.
• Review designs for large-scale projects to ensure effectiveness and efficiency.
• Establish and maintain incident management processes and procedures to promptly identify, escalate, and resolve service disruptions and outages.
• Continuously monitor the effectiveness of automation tools in driving operational efficiency and gather user feedback for future improvements. Stay updated on AI and automation trends and implement them as appropriate.
• Manage relationships with third-party vendors and service providers, ensuring adherence to service level agreements and contractual obligations.
• Foster cross-group collaboration to share knowledge and advocate for automation and infrastructure best practices. Organize tech talks and knowledge-sharing sessions to drive engagement in automation opportunities across the organization.
• Provide technical guidance to resolve major incidents and equip service engineering teams with the necessary skills, tools, and resources. Ensure accountability for meeting service level objectives and communicate impact and resolution status to stakeholders.
• Lead service engineering teams in data analysis and pattern identification to drive insights and improvements.
• Define Monitoring and analyzing platform performance metrics and reporting on the overall health of the platforms your responsible to senior leadership through dashboards.
• Incorporate the usage of AI-Driven Monitoring and performance Analytics: You will use SRE and AIOps driven monitoring and analytics solutions within the cloud and on-prem domain. This includes leveraging machine learning and data analysis techniques to identify and predict system anomalies, performance bottlenecks, potential failures and performance dashboards.