National Grid SAP Service Delivery Manager in Waltham, Massachusetts

_About the Position:_


To ensure the effective and efficient delivery of IT services from National Grid’s IS ecosystem partners working with business areas. The primary focus will be to act as a service owner for assigned services assuring the day to day service through management of and collaboration with vendors within relevant IS processes.

_Position Responsibilities (including but not limited to):_

  • Act as service owner for the defined services.

  • Builds long-term relationships on behalf of National Grid with stakeholders in partner organisations.

  • Works with National Grid and partner organisations to ensure operability requirements are specified, designed, developed and implemented to enable ensure reliable services.

  • Acts as resolution manager for cross-technology and cross-vendor major incidents and problems, using high level technical experience and knowledge to coordinate and prioritise vendor contributions.

  • Influences policies and standards for Service Design and Service Transition to ensure effective and appropriate operability requirements are included.

  • Within scope of control, manages costs, resources and benefits to ensure that maximum added value is achieved at minimum cost.

  • Defines appropriate service levels for Service Delivery partners. Defines monitoring standards and reporting methodology.

  • Gives leadership to staff to enable effective service delivery. This includes those within direct management line and matrix team within National Grid and partners.

  • Contribute to staff development and rewards, methods and standards.

  • Influences policy and procedures covering the selection of suppliers, tendering and procurement.

  • Acts as a point of contact between National Grid and ecosystem partners, ensuring that National Grid deals with partners within the terms and conditions of the contract, and that all communications between partners and National Grid take place effectively, efficiently and in a timely manner.

  • Leads regular review meetings with suppliers to monitor progress against issues and to ensure that an agreed level of service is maintained.

  • Sets targets, and ensures that service performance is monitored and maintained as defined within the agreed service level agreements, service level parameters or contracts. Ensures that detailed metrics and records are kept and that appropriate action is initiated to maintain service levels. Identifies and implements new service performance metrics.

  • Ensures that those within reporting lines are appropriately developed, motivated, empowered and that they deliver appropriate results.

  • Define and execute Service improvements appropriate to the defined Service / Supplier.

*Knowledge & Experience Required: *

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

  • Experience in operation and commercial management of IS services, ideally in a mission-critical environment.

  • Experience of specifying and deploying application capabilities required for effective operations: such as monitoring, events and housekeeping,

  • Experience of working with and deploying into operational support organisations.

  • Experience of deployment, operational acceptance test and problem resolution for applications involving networks, databases, middleware, ERP packages such as SAP or similar application frameworks, virtualised infrastructure.

  • Risk and opportunity management

  • ITIL v3 familiarity highly desirable.

  • Budget management experience desirable.


/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: SAP Service Delivery Manager

Location: MA-Waltham

Requisition ID: 20182472

Other Locations: NY-Syracuse, NY-Melville, NY-Brooklyn