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US Director, UK Senior Manager, Service Delivery

Waltham, Massachusetts

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Our IT ambition is to be recognized for ‘Transforming National Grid into the leader of the digital energy future’.

Market innovation will drive the digital utility.

We plan to enhance our IT offerings, mature the way we interact with our business partners, and transform the culture of our teams.

Culturally, we will be placing a stronger emphasis on designing systems around the end user. We are establishing an operating model based on accountability and empowering our workforce to share ideas and drive continuous improvement. There will be clear career options within the company, both management and technical. We are focusing on enhancing and investing in both leadership capability and developing necessary technical expertise.

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Success Profile

What makes you a successful Information Technology team player at National Grid? Check out the top traits we’re looking for and see if you have the right mix.

  • Strategic
  • Inventive
  • Collaborative
  • Proactive
  • Results Driven
  • Leadership

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  • Healthcare

  • 401(k)

  • Continuing

  • Paid Time Off

  • Employee
    Assistance (EAP)

  • Health & Wellness

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About us

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.

National Grid is hiring a Director of Service Delivery in our Waltham, MA headquarters. 

Job Purpose

To ensure effective engagement between Enterprise Service Delivery – US and the National Grid businesses that it serves.

Key Accountabilities
  • Builds long-term relationships with key staff within IT I&O, IT Business Partners, Program Delivery, IT Commercial, DR&S & the Business
  • Builds long-term relationships with key staff within the Business
  • Assists customers in the formation of IT strategies, facilitating access to subject experts in the supplier organization and elsewhere.

  • Identifies and responds to opportunities for providing standard products and services to the business organizations, and acts to ensure that products and services offered will help the business organizations to achieve its objectives. Manages colleagues in their dealings with customers. Initiates procedures to improve service to and relationships with customers.

  • Monitors the level of customer satisfaction, at regular intervals or after each significant delivery of product or service. Responds to customers’ queries and complaints. Ensures that, when necessary, corrective actions are taken by own organization and by the customer organization.

  • Influences the development and enhancement of services, products and systems. Monitors the level of business achieved.

  • Defines service levels for customer services staff. Monitors results against the customer organization’s services levels.

  • Takes responsibility for the resolution of customers’ service problems within an agreed organizational framework.

  • Develops and manages defined communication channel(s) and/or stakeholder groups, proactively seeking to identify potential demand, and assisting in the creation of the business case.

  • Assess risks of current environments and work closely with BPs for mitigation/replacement strategy or investment.

  • Act as I&O single point of contact to business and to BPs.

  • Act as advocate and change agent for the business

  • Act as IT Crisis Management Focal/Lead participating in larger Business Crisis Management Leadership Team. Ensures appropriate and thorough IT performance to any crisis.

  • Ensure services are fit for purpose for business consumption

  • Educated to degree level in a relevant discipline or, or an equivalent combination of education, training, and experience.
  • ITIL v3 Expert certification desirable
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.

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  • 2016 World's Most Ethical Companies
  • 2017 World's Most Ethical Companies
  • 2018 World's Most Ethical Companies
  • Human Rights Campaign 2018 Best Places to Work for LGBTQ Equality 100% Corporate Equality Index
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  • Reader's Choice 2018 a top 50 employer Careers & the disABLED

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