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Lead Program Manager, Transition Service Delivery - Compliance, Obligations, and Controls

Job ID 29548 Location Syracuse, New York; Northborough, Massachusetts; Albany, New York; Waltham, Massachusetts Organization Customer Experience and Marketing Department Customer Sales PMO

About us

National Grid is hiring a Lead Program Manager, Transition Service Delivery – Compliance, Obligations, and Controls in Albany, NY, Syracuse, NY, Northboro, MA, or Waltham, MA

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

The Lead Program Manager, Transition Services is responsible for effective operation of the Customer organization’s Transition Service Agreements (TSA’s) following the sale of The Narragansett Electric Company to PPL.  These TSA’s largely cover the Customer Service and Billing & Collections area, yet also cover certain aspects of the Sales & Solutions and Marketing & Growth departments. 

The TSA Program Manager will be accountable directly to the TSA Director and indirectly to Customer organization department leads.  In the normal course of activities the TSA Program Manager will also work directly with management and staff of the PPL organization in management of services and resolution of issues.

Compliance, Obligations, and Controls will manage aspects of regulatory and legal compliance, service obligations, and controls (SOX and Operational).  Critical to this area will also be management of system and data access, and management of system change and design authority.  This Program Manager must fully understand compliance frameworks, the services provided through TSA’s, and effective management of National Grid’s systems in performance of those services.

Regular communication with the TSA Director, National Grid Customer management, and PPL management will be critical in this role to prioritize objectives and to ensure reporting provides the necessary information and data to leadership so they may assist as needed to keep the plan toward TSA exit on track.

Key Accountabilities

  • Assure adherence to Regulatory & Legal Compliance requirements
  • Manage fulfillment of service obligations
  • Manage delivery of controls, both SOX and Operational, to National Grid and PPL businesses
  • Manage system & data access control through a framework by:
    • Aiding operational teams to achieve the access controls framework by minimizing, using concierge services
    • Identifying violations and taking corrective action
  • Assure effective request intake, typing, & prioritization for major applications
  • Assure design authorities for major applications
  • Communicate status and address business issues with TSA Director and business leadership.
  • Interact with internal stakeholders on a regular and as-needed basis to advance priorities.
  • Manage and mitigate risks to the business through ensuring consistency, accuracy, and competency across all TSA services 


  • Bachelor’s degree required
  • Minimum 5 years of program management experience
  • Direct experience in National Grid Customer Service functions preferred
  • Project Management qualifications preferred
  • Demonstrated ability in relationship/stakeholder management to ensure mutually beneficial business outcomes
  • Strong oral/written communication and change management skills
  • Proficient in Microsoft Office tools

More Information

# LI - Hybrid

# LI-STR1 


Upstate NY: $98,000 - $115,000 a year

MA: $109,000 - $128,000 

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. 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.  

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