Delivery Lead

6 months ago

Ashford, United Kingdom National Grid Full time

**Delivery Lead**:

- Location: Warwick, GB, CV34 6DA Bexey, GB, DA5 2AW Ashford, GB, TN25 6AF Dartford, GB, DA1 5PS Gravesend, GB, DA11 8HX Canterbury, GB, CT2 7PX- Division: Customer Management- Job Type:
- Requisition Number: 53162- Department:
- Job Function: Customer Experience and Marketing**About the role**:
**We are looking for a Delivery Lead to join our Customer Connections Team working on a Hybrid basis. This role will require you to travel to our office in Sellindge up to two days a week and also come into our Head Office in Warwick as and when needed. On all other occasions you will be working from home.**

The Delivery Lead role sits in the ECS (Engineering and Consultancy Services) team within the Customer Connections directorate. The key part of this role is to primarily to manage and co-ordinate activities on a long-term enduring maintenance contract at the National Grid Sellindge substation/site.

Working with key stakeholders from Asset Operations to Network Operations (Planning) this role entails a mixture of account, contractual management and operational delivery. Whilst focusing on operational delivery and providing excellent customer service; you will be required to be the first point of contact for matters of escalation and playing a pivotal role in ensuring job requests are resourced and planned for delivery.

Working closely with the ECS Delivery Co-Ordinator and providing mentoring support to ensure activities are managed and executed effectively. Being responsible for KPI’s and SLA’s; there is a need for strong financial management to ensure ECS generates the expected revenues and profit.

**What you'll be doing**:

- Manage a strategic customer contract ensuring work is effectively planned and carried out to customer expectations, managing multiple stakeholders to ensure effective delivery of planned, reactive and one-off work
- Work collaboratively with Asset Operations and Network Planning teams to plan and execute customer works.
- Assist with potential contract renewals and placements for new services. Managing existing contractual arrangements to ensure service level agreements are effectively met.
- Proactively managing customer relationships anticipating customer requirements offering additional services above those requested in the contract. Working with the Business Development Manager on significant new opportunities
- Point of escalation for the onsite delivery team and wider ECS team addressing any issues or complaints with suppliers, customers or internal stakeholders on a timely basis
- Stakeholder management across the business to ensure customer requirements are understood and to facilitate required action to improve employee and customer satisfaction.
- Lead on consolidating and reporting on Customer and Stakeholder Insights for ECS business ensuring action following feedback.
- Secure ECS future revenue through gaining regular long term workload requests from all customers

**About you**:
We are looking for someone with experience of taking the lead on conversations regarding contracts and the negotiations that come with them. You will have demonstrable experience of working with a multitude of stakeholders, being able to navigate contracts and have the ability to plan up to 2 years ahead - keeping abreast of what is happening within these contracts at certain points in time.

You may come from a project management background, an operational delivery background or you may just have learned experience of managing multiple stakeholders and multiple contracts at any point. There will also be line management responsibilities in this role, so having experience of managing a team would be beneficial.

This is an exciting role in which every day comes with a different challenge. You will be working on a key infrastructure site liaising with internal and external stakeholders on a daily basis

**What you'll get**:
**Starting salary of £45,000 - £55,000 dependent on experience**
- Annual Performance Based Bonus
- 37 hour working week
- Hybrid working model between Home, Site and Office
- Job Requirement Company Car
- 26 days annual leave, plus eight statutory days
- The option to buy additional or sell holiday days
- Generous contributory pension scheme - we will double-match your contribution to a maximum company contribution of 12%
- Financial support to help cover the cost of professional membership subscriptions, course fees, books, exam fees and time off for study leave - so long as it’s relevant to your role
- 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
- Family care benefits including a back-up care service for when your usual care arrangements fall through (six paid days each year as standard with the option to purchase further days)
- Access to a numerous apps which support health, fitness and wellbeing

**

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