This role operates under a hybrid working model and is open to candidates based in either our Waltham, MA office, Brooklyn, NY or Syracuse, NY offices. Hybrid work expectations are subject to business needs and company policy.Job PurposeTo 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.
To own the end-to-end health, performance, stability, compliance, and continuous improvement of the Customer Information System (CIS) application portfolio. The Service Owner serves as the strategic bridge between business stakeholders, project delivery teams, managed service providers, and technology partners to ensure services are reliable, secure, compliant, cost-effective, and aligned with National Grid's business objectives and regulatory commitments.
Key AccountabilitiesService Ownership, Strategy & Governance- Serve as single point of accountability for CIS operational performance and outcomes; partner with business, delivery, infrastructure, architecture, security, shared services, and managed service providers.
- Maintain a multi-year roadmap aligned with business strategy, regulatory commitments, modernization, lifecycle needs, and annual investment priorities.
- Identify technical debt, obsolescence, and technical, process, security, and architectural risks; establish mitigation, contingency, and remediation plans through closure or acceptance.
Regulatory & Compliance Oversight- Ensure compliance with regulatory requirements, audit standards, cybersecurity controls, and corporate governance; provide audit evidence, validate controls, remediate findings, vulnerabilities, and deficiencies with Security, Risk, and Compliance teams.
Incident & Problem Management Leadership- Lead major incident response and executive communications; drive root cause analysis, corrective actions, and preventive measures to reduce disruption and improve reliability.
Service Transition & Change Governance- Govern operational readiness and transition of new or changed services, including support models, documentation, monitoring, knowledge transfer, acceptance criteria, and safe production implementation.
Operational Excellence- Define, monitor, and report service KPIs, SLAs, OLAs, availability, performance, backlog, and customer satisfaction through dashboards and scorecards.
- Improve service maturity through automation, AI/AIOps, predictive monitoring, analytics, standardization, process optimization, and industry best practices.
- Manage supplier performance, contracts, service reviews, KPIs, governance, escalations, staffing plans, and improvement commitments; support budgeting, forecasting, cost optimization, and vendor financial management.
- Build effective stakeholder partnerships, act as escalation point, and provide executive reporting on service health, risks, mitigation, operational outcomes, and strategic opportunities.
Qualifications- Degree in Computer Science, Information Technology, or related discipline.
- 8+ years supporting enterprise, business-critical applications, including 5+ years in service management delivering improvements in complex environments.
- 5+ years managing service providers, vendors, outsourced multi-vendor environments, and remote offshore teams.
- Experience leading Major Incident and Problem Management; production support; operational readiness; disaster recovery; and business continuity.
- Strong knowledge of SDLC, Agile, DevOps, Service Transition, application lifecycle management, modernization, product roadmaps, and mainframe service management.
- Experience in regulated industries such as Utilities, Energy, Financial Services, or Healthcare.
- 5+ years of executive-level IT and business communication, reporting, and presentations; ability to influence internal and external stakeholders.
- ITIL v3 or v4 Foundation certification or higher.
- Working knowledge of Meter-to-Cash, Customer Billing, CSS, or Customer/1.
- Broad knowledge of legacy and modern technologies, with the ability to challenge stakeholders and provide high-level input to issue resolution.
Preferred Qualifications- Lean/Six Sigma and PMP or PRINCE2 certification.
- Knowledge of SOX, PCI, and related compliance/control frameworks.
- Utility CIS platform experience (CSS, Customer/1, SAP IS-U, Oracle CC&B, Kraken, or equivalent) and Meter-to-Cash processes, including Billing, Collections, Payments, Credit, Supplier Services, and Customer Care.
- ITIL Managing Professional or Strategic Leader certification.
- Experience with ServiceNow, Splunk, Dynatrace, AppDynamics, or similar ITSM/monitoring tools; AIOps, automation, or RPA; and vulnerability remediation.
- MBA or advanced degree in Business, Information Systems, or Technology Management.
Salary
Syracuse: $125k - $147k a year
Waltham: $141k - $165k a year
Brooklyn: $151k - $177k a year
National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.
National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.
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.
