Service Lead

  • Job Reference: 18636
  • Date Posted: 7 April 2021
  • Employer: UK Resourcing
  • Website: https://careers.nationalgrid.com
  • Location: Solihull (B91 3QJ), United Kingdom
  • Salary: On Application
  • Sector: Human Resources / Recruitment
  • Job Type: Permanent
  • Duration: Undefined
  • Work Hours: Full Time

Job Description

About the role

 

Based at our office in Solihull 

 

The Service Lead will drive service excellence across People Services 

 

Particular focus on the close management of our third party suppliers ensuring that the performance is successfully delivered in line with contracted activities and measured accurately and robustly, including the collation and feedback of service issues and identifying opportunities for continuous improvement and optimising the partnership through regular service reviews working closely with Procurement team

 

Success Factor HR optimisation of system and process to drive continuous improvements in automation and digitisation.   

 

Active management including coordination of change requests (CR’s) and UAT activities across Success Factors (My Hub), SAP Payroll and Service Now (My Hub) systems with representation on system forums to drive operational and customer excellence.
 

Key Accountabilities

 

Service Delivery 

  • Close management of third-party suppliers to ensure that they are performing to their contractual terms. Develop regular reporting and insight on the performance of the third party suppliers to drive efficient and effective performance, continuous improvement and that service excellence is delivered consistently
  • Working with Procurement team to review third party SLA’s ensuring we are getting best practice industry standard from our suppliers for contract renewals and retendering
  • Conduct regular robust service performance reviews, feeding in services issues/escalations to improve the Customer Satisfaction 
  • Identifying opportunities for efficiency and digitisation and alignment with nationalgrid systems, ie Coupa for purchase orders and invoicing and Success Factors for HR processes. 

 

Change Management

  • Success Factor HR optimisation of system and process to drive continuous improvements in automation and digitisation.   
  • Oversee the regular review and sign off the Standard Operating Procedures (SOPs)
  • Coordination of change requests (CR’s) and UAT activities across Success Factors (My Hub), SAP Payroll and Service Now (My Hub) systems with representation on system forums to drive operational and customer excellence

 

Compliance

  • Ensure processes and systems are in place with third party suppliers across all People Services activities to adhere to legal, regulatory and GDPR data management compliance. 
  • Ensure all internal and external audit requirements are met within People Services and by our third party suppliers

 

Generic accountabilities

  • Manage, Lead and coordinate projects on behalf of People Services 
  • Provide general support to the People Services Operations Manager in the fulfilment of their management duties and contribute to the overall optimisation of service provision by People Services.  
  • Ensure all work is effectively planned and executed ensuring optimum use of resources and timely delivery to internal and external customers
  • Manage relationships with key stakeholders, third parties and across Business Services to facilitate effective working.  

 

About you

 

  • Strong commercial acumen 
  • Expert in HR processes
  • Expert knowledge of audit and data compliance relating to HR legal and regulatory requirements.
  • Strong Project Management  
  • Success Factors and Service Now
  • Good reporting and analytical skills
  • Strong interpersonal and facilitation skills; strong written and verbal communication skills. 
  • Ability to adapt approaches and utilise and align skills to different customer groups 
  • Ability to set and manage customer expectations and manage key stakeholder.  
  • Ability to manage outsourced providers 
  • Strong networking and collaboration skills.
  • Demonstrable passion and commitment to excellence in continuous improvement and quality
  • Strong results orientation
  • Openness and flexibility to change 

 

What you'll get

 

A competitive salary between £38,000 - £48,000 – dependent on capability 


As well as your base salary, you will receive a bonus based on personal and company performance and a competitive contributory pension scheme where we will double match your contribution to a maximum company contribution of 12%. You will also have access to several flexible benefits such as a share incentive plan, salary sacrifice car and technology schemes, support via employee assistance lines and matched charity giving to name a few. 

 

About us

 

National Grid touches the lives of almost everyone in the UK, with an energy network that stretches across the Atlantic. We’re an international team, and our work underpins the lives of millions of people. Feet forwards, head up, and eyes bright, we’re working hard to create value for people today – and shape the future of energy tomorrow.


In the UK, we don’t generate or sell energy – we join the dots to get energy from A to B. From making a cup of tea in the morning, to keeping the lights on in hospitals, our electricity network puts power in the hands of people. Without it, the world as we know it would grind to a halt.

 

The world of energy is changing beyond recognition. Working at National Grid, you won’t just be touching the lives of almost everyone in the UK – you’ll be shaping the way we use and consume energy for generations to come.

 

Closing Date


The closing date for this vacancy is 21st April 2021. However, we encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.