Service Support Lead

  • Job Reference: 003355
  • Date Posted: 18 November 2020
  • Employer: Cadent
  • Location: North London, London
  • Salary: On Application
  • Bonus/Benefits: Competitive salary, generous pension scheme and a range of benefits
  • Sector: Operations
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Service Support Lead

Location – Various locations across the Cadent network


Starting Salary - £37,464, plus a job requirement car, generous pension scheme, and a range of company benefits


Here at Cadent we’re at the start of an exciting journey of transformation, growth and evolution. We’re new but we’re 200 years old. (You might have known us as part of National Grid but now we’ve transformed ourselves to Cadent). We’re the UK’s largest gas network connecting and keeping energy flowing to our customer’s 12 million homes and businesses across the UK.


We’re proud of our story so far and we’re super powered up about what our future holds.  That’s where you come in!  Join us as a Service Support Lead and start a transformation journey adding real purpose and direction to your career and feel genuinely proud about what you do.



Please note: Cadent cannot support any applications for visa sponsorship for this role.

All applicants must have an unrestricted right to work for an indefinite period in the UK.




About the Role


The purpose of this role is to provide and co-ordinate general IT field-based support (Level 1 and 2) across the Cadent geographical estate to agreed service levels.


This role has overall responsibility for:


  • The service relationships with Cadent’s business functions
  • Championing the delivery of a continually improving and optimised service
  • Provision of technical support across the Cadent IT estate for Desktop Services, Applications, Networking, Telephony, Mobile devices and Audio-Visual hardware
  • Delivery of User Education/Training on use of devices and where appropriate applications.
  • Providing 24x7x365 coverage on a 1 in 8 rota to support in the coordination of high priority incidents



    Key Accountabilities:


  • Identify opportunities to increase ‘First Time Fix’ and drive improvements
  • Act as an ambassador for IT generally through providing a professional and efficient service to our colleagues at all times.
  • Be the main point of contact for IT services related issues within designated network
  • Manage stakeholder engagement during IT changes and High Priority incidents
  • Develop relationships of openness and trust with business colleagues and system integrators to allow a better understanding of the business and a shared understanding of any issues
  • Develop strong internal networks with business functions operating as single point of contact relating to live service issues
  • Manage, support and administrate the Cadent IT Infrastructure and Services across the Cadent geographical estate
  • Manage and coordinate the resolution of all incidents and service requests assigned to the IT Field Support Team to agreed Service Levels
  • Create and assign incident tasks to correct 2nd and 3rd level support group or third party to ensure effective resolution
  • Monitor and review service performance, taking necessary action to ensure service levels are being met
  • 3rd party/vendor liaison with respect to technical support and maintenance
  • Manage, coordinate, advise on technical support for all Cadent events e.g. Leadership events
  • Provide Technical knowledge, coordination and support for projects as and when required
  • Identify and coordinate the implementation of proactive maintenance including essential upgrades and software patches for 3rd party services e.g. Audio Visual
  • Proactively engage with business colleagues regarding usage of IT Services and where necessary making recommendations for service improvements
  • Identify and drive service and efficiency improvements
  • Record and maintain accurate information records within the CMDB and Knowledge Management repositories
  • Raise, review and approve of Change Controls where appropriate
  • Adhere to all Cadent processes including the raising and approval of Change Controls, updating of Incident and Problem records etc.
  • Be responsible for managing the Field IT hardware stock levels adequately and cost effectively to ensure availability
  • Deliver and collect IT hardware within Cadent estate
  • Provide out of hours support when required


    About You


    You will possess the following skills, knowledge and qualifications:


  • ITIL Service Management Foundation Certificate (essential),
  • Good working knowledge of all major Service Management disciplines e.g. Change Management, Release Management and Incident Management
  • 2 - 3 years’ experience in a second/third line support role in medium to large company, with significant technical delivery/support responsibility, ideally with within the Utilities sector (essential)
  • Prince 2 and Agile (SCRUM) Project Management Vendor accreditation i.e. Microsoft (desirable)
  • Experience of delivering IT Services in a 24/7 fast paced dynamic operational environment
  • Technical knowledge of the solutions/products used across the Cadent estate i.e. Microsoft, Active Directory, Device Hardware, Telephony, SAP
  • Significant experience across multiple technologies
  • Experience of configuring, implementing, developing and supporting complex solutions
  • Experience of technical hardware support – printers, laptops/mobile devices, desktops, audio-visual hardware, telephony
  • Fully conversant with ITIL principles and a thorough working knowledge of Incident, Change and Problem Management
  • Experience of Audio-visual equipment and support of high-profile business events
  • Experience of planning and supporting large complex projects across multi-sites
  • Knowledge and experience of Mobile Device Management tools Network cabling management and fault diagnosis
  • Audit communication rooms and data wiring closets for the protection against all manner of threats to maintain security, reliability and business resilience
  • Experience of supporting Cisco and Avaya telephony
  • Experience of managing 3rd Parties/Vendors to resolve service issues
  • Experience of managing stakeholders at all levels including Exec
  • Experience of producing and delivering IT training material
  • Experienced in handling continuing high levels of conflict, priorities and pressure
  • Experienced in impact analysis and technical risk assessment
  • Experienced in driving colleague/customer results and delivering business value via direct resources and 3rd Parties
  • Ability to work under pressure and unsocial hours where required.



At Cadent we’ve got a whole host of standard and flexible benefits. You’ll get 25 days holiday + statutory days with the option to buy/sell also, a generous pension plan as well as the opportunity to earn bonus. Flexible benefits include: cycle to work scheme, salary sacrifice car, insurance and healthcare packages plus access to our Occupational Health services. 



Diversity and Inclusion


Cadent has a commitment to Diversity and Inclusion  -  the more diverse our organisation is, the more able we are to respond to and reflect our communities in all their diversity.  We therefore encourage and welcome applications from people with a diverse variety of backgrounds; age, gender, ethnicity, disability, sexuality, social background, religion and/or belief. 


We want our employees to achieve a work life balance and are happy to discuss flexible working options with you if the role can accommodate it.


If you require any reasonable adjustments during the application process, please let us know.  We’re committed to be Disability Confident in line with the Department For Work and Pensions scheme.


Be part of something big. Help shape the future of gas for generations to come