Unified Service Desk Director

at  National Grid

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.