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National Grid Manager, Service Operations in Waltham, Massachusetts

About us

National Grid is hiring A Serivce Operations Manager.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

To lead delivery of service management through strategic partnership with suppliers to produce value for internal customers and other stakeholders while enforcing and governing the provisions of the application support and management services contract.

Key Accountabilities

  • Act as the custodian and owner of the application service operations for a defined portfolio, in partnership with strategic managed service providers, other tower leads and shared service operations teams.

  • Ensure seamless operations with minimal disruption, of current applications, in support of National Grid’s business requirements and service level agreements.

  • Work towards proactive identification of problems and corresponding corrective and preventive actions, to prevent disruption to the business.

  • Manage the operational relationship with, and performance of, suppliers and service providers, to ensure contractual agreements are met.

  • Monitor and identify technical, process, security related and architectural risks, corresponding mitigation and contingency measures and follow through to closure/acceptance

  • Drive Continuous Service Improvement and Automation from both a technical and process perspective, working closely with all stakeholders, as appropriate

  • Oversee changes impacting services within the respective portfolio, working closely with change

  • management and other teams to ensure safe and seamless execution of changes in the production environments.

  • Act as a functional liaison between the business and IT or eco-system partners

  • Work with project delivery and service transition teams to ensure smooth transition of newly introduced services into operations.

  • Provide transparency and visibility to application landscape health and issues, through periodic communications and management reporting, as appropriate.


Mandatory Qualifications

  • Degree-level qualification in a relevant discipline (e.g. Computer Science, Information Technology or similar)

  • 5+ years of experience in a service management role - planning, organizing and delivering impactful service improvements in complex technical environments

  • ITSM Certification like ITIL v3 or V4 Foundation or higher

  • 3+ years of experience in executive level (IT as well as business) communications and reporting

  • Experience in defining and delivering product roadmaps and lifecycle management

  • Experience of working in a multi-vendor outsourced environment and with remote offshore teams

  • Ability to influence and manage internal and external stakeholders

  • Broad technical experience and knowledge on various legacy and modern tools and technologies, to be able to hold ground, question and challenge other stakeholders, and provide high level inputs towards issue resolutions.

Preferred Qualifications

  • Lean/Six Sigma knowledge / certification

  • Working knowledge of operations of SAP landscape

  • Project management certifications like PMP or Prince2

  • Exposure and knowledge of compliance and controls frameworks like SOX, PCI and others.

More Information

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.