National Grid Director - Customer Service Management in Waltham, Massachusetts

_About the Position:_



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

_Position Responsibilities (including but not limited to):_

  • 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.

  • 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.

  • 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.

_Job dimension_

  • 1-3 direct reports

  • No direct budget responsibility, but will be required to help deliver the financial objectives of the Customer Service Management and Service Delivery teams.

  • Maintains relationships with key business partners

  • Maintains relationships with Business Relationship Managers and other leaders and contributors within Global IS

_Knowledge & Experience Required:_

  • Educated to degree level in a relevant disciplineor an equivalent combination of education, training,and experience.

  • ITIL v3 Expert certificationdesirable

  • Familiar with the application of automated systems to the support of specific business functions or processes. Examples: ERP, Network Monitoring and Control, SCADA, Customer Billing, etc.

  • Proficient in techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services.

  • Proficient with the purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services.

  • Proficient in methods and techniques for risk management, business impact analysis, countermeasures and contingency arrangements relating to the serious disruption of IT services. Examples: weather/storm events, work management outage events.

  • Demonstrates knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) and the IT applications and service processes used within own organization.

  • Maintaining focus on agreed objectives and deliverables whatever the circumstances.

  • Familiar with specific standards associated with the IT practitioner and the business current roles.Examples: health and safety standards, service desk procedures, corporate quality and change management processes, ITIL, etc.

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/National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./


Job: *IS Service Delivery

Organization: *IS Service Delivery

Title: Director - Customer Service Management

Location: MA-Waltham

Requisition ID: 20172748