Head, DWS - Site and Systems Operations

At National Grid, we keep people connected and society moving. But it’s so much more than that. National Grid provides the environment to make it happen. As we build momentum in the energy transition for all, we don’t plan on leaving any of our customers in the dark. So, join us as Head, DWS
- Site and Systems Operations, and find your superpower.

National Grid is hiring a Head, DWS
- Site and Systems Operations to join our Technology team, based in Warwick.

As Head, DWS
- Site and Systems Operations, you’ll play a pivotal part in shaping and leading our site and systems operations, helping to ensure the technology and services that support our workplaces are reliable, secure and meet the needs of our organisation.

As Head, DWS
- Site and Systems Operations, you’ll lead the operational delivery and ongoing evolution of Digital Workplace Services across the organisation, helping to create a consistent, reliable and customer-focused workplace experience.

You’ll have a broad remit spanning onsite and executive support, field services, workplace operations, scheduling and dispatch, operational governance, knowledge management, performance analytics and service readiness across our Digital Workplace platforms.

Bringing together people, process, technology and data, you’ll drive operational excellence across DWS, improving how services are delivered, strengthening governance and finding opportunities to increase efficiency and performance.

As a senior leader within DWS, you’ll also help shape our operational strategy, ensuring our services continue to evolve alongside the needs of our employees and the wider business. Ultimately, you’ll be focused on delivering a workplace experience that works brilliantly for our people, while providing measurable value for the organisation.

• Set the strategic direction for Site and Systems Operations, developing operational roadmaps that support the wider ambitions of Digital Workplace Services and IT&D.
• Lead and evolve our workplace operations, spanning site and field support, executive and VIP support, conference and event technology, scheduling and dispatch, knowledge management, operational analytics and service readiness.
• Drive service transformation and innovation, exploring opportunities to improve how we work through automation, self-service, AI and emerging workplace technologies.
• Create a consistent, high-quality employee experience, ensuring services are reliable, resilient and continually improving across our business.
• Lead and develop geographically dispersed teams, building capability, supporting talent development and creating a high-performing, customer-focused culture.
• Strengthen operational governance, ensuring appropriate standards, controls and processes are in place across service performance, cybersecurity, audit and regulatory requirements.
• Use data and insight to drive decisions, establishing meaningful performance measures and identifying trends, risks and opportunities to improve our services.
• Shape workforce and resource strategies, ensuring we have the right skills, capacity and support models to meet both current and future needs.
• Manage budgets and investment priorities, identifying opportunities to optimise costs while maintaining and improving service quality.
• Build strong relationships with suppliers and partners, ensuring third-party services deliver against expectations and provide value to the organisation.
• Champion continuous improvement, challenging how things are done today and helping Digital Workplace Services stay ahead of changing business and employee needs.

You’ll be an experienced technology leader with a strong background in Digital Workplace, IT operations or end-user technology…