Service Owner, Service Delivery

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.

IT and Digital works in a harmonised partnership with the National Grid group of diverse energy businesses to deliver technology which revolutionises the way we operate. As we lead the charge towards a carbon-free future, our teams are embracing disruptive changes in our industry by working with Agile methodologies and adopting Digital mindsets to drive efficiency and bring new capabilities for our internal and external customers.

Our work here is critical. National Grid moves energy to millions of homes and businesses in the UK and US and the technology we utilise to complete that task is down to us. The successful applicant for this position will be an integral contributor towards this goal and we will support your professional development as part of our multi-cultural, customer-centric global team.

National Grid is hiring a Service Owner, Service Delivery. This is a hybrid role that is located in Waltham, MA.

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.

* Act as the custodian and owner of the application service operations for the US Electric 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 alignment with 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 customers, IT or application support partners
* Work with project delivery and service transition teams to ensure smooth transition of newly introduced services/application into operations.
* Provide transparency and visibility to application landscape health and issues, through periodic communications and management reporting, as appropriate.
* Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
* Effectively communicating your insights and plans to cross-functional team members and management
* Strike the appropriate balance between the level of service provided with the cost of running the business budget
* Administer/manage the documentation for all portfolio application ensuring there availability and accuracy

* 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 V4 Foundation or higher
* Exceptional analytical and conceptual thinking skills
* Ability to multi-task and work under pressure
* 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 stakeholders and work closely with them to determine acceptable solutions
* 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.
* Knowledge Wintel, Unix/AIX/LINUX, AZURE, architecture design, and resilience

#LI-RK1 #LI-HYBRID