Senior Analyst, Service Delivery

National Grid   •  

Waltham, MA

Industry: Energy & Utilities


5 - 7 years

Posted 41 days ago


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.

Job Purpose

To contribute towards improving and optimizing Service Delivery within an assigned portfolio of applications or services by working closely with partners, business, internal groups and all other stakeholders to ensure sustainable service delivery aligned with IS goals and objectives.

Key Accountabilities

  • Builds long-term relationships with key staff within IS Service Delivery and Business Relationship Managers.
  • 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 products and services to the customer organization, and acts to ensure that products and services offered will help the customer organization to achieve its business objectives. Effects introductions for colleagues, as appropriate, and 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.


  • BS/BA college degree or higher in a technical discipline or combination of education, training or experience
  • Knowledge of ITIL-aligned Service Management principles and processes
  • ITIL V3 Certification (Desirable)
  • 5+ years in planning, organizing and delivering impactful service improvements

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.