The American Society of Mechanical Engineers (ASME)


3 days old

Director - Customer Service Management

Waltham, MA
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Description: Description About the Position: To ensure effectiveengagement between Enterprise Service Delivery – US and the National Gridbusinesses that it serves Position Responsibilities (including but not limited to): Builds long-term relationships with key staff within IS ServiceDelivery and Business Relationship Managers. Assists customers in the formation of IT strategies, facilitatingaccess to subject experts in the supplier organization and elsewhere. Monitors the level of customer satisfaction, at regular intervalsor after each significant delivery of product or service. Responds to customers’queries and complaints. Ensures that, when necessary, corrective actions aretaken by own organization and by the customer organization. Influences the development and enhancement of services, productsand systems. Monitors the level of business achieved. Defines service levels for customer services staff. Monitorsresults against the customer organization’s services levels. Takes responsibility for the resolution of customers’ serviceproblems within an agreed organizational framework. Develops and manages defined communication channel(s) and/orstakeholder groups, proactively seeking to identify potential demand, andassisting in the creation of the business case. Identifies and responds to opportunities for providing productsand services to the customer organization, and acts to ensure that products andservices offered will help the customer organization to achieve its businessobjectives. Effects introductions for colleagues, as appropriate, and managescolleagues in their dealings with customers. Initiates procedures to improveservice to and relationships with customers. Job dimension 1-3 direct reports No direct budget responsibility, but will be required to helpdeliver the financial objectives of the Customer Service Management and ServiceDelivery teams. Maintains relationships with key business partners Maintains relationships with Business Relationship Managers andother leaders and contributors within Global IS
Qualifications Knowledge & Experience Required: Educatedto degree level in a relevant discipline or an equivalent combination of education, training, andexperience. ITIL v3 Expert certification desirable Familiar with the application of automated systems to the supportof specific business functions or processes. Examples: ERP, NetworkMonitoring and Control, SCADA, Customer Billing, etc. Proficient in techniques for ensuring that full account is takenof customers’ real and stated needs in the delivery of IT services. Proficient with the purpose and composition of a service levelagreement (SLA); the relationship between an SLA and a contract for the supplyof services. Proficient in methods and techniques for risk management, businessimpact analysis, countermeasures and contingency arrangements relating to theserious disruption of IT services. Examples: weather/storm events, workmanagement outage events. Demonstrates knowledge of the IT infrastructure (hardware,databases, operating systems, local area networks etc) and the IT applicationsand service processes used within own organization. Maintaining focus on agreed objectives and deliverables whateverthe circumstances. Familiar with specific standards associated with the ITpractitioner and the business current roles.Examples: health and safetystandards, service desk procedures, corporate quality and change managementprocesses, ITIL, etc.
National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat 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.
Job : IS Service Delivery Primary Location : MA-Waltham Organisation : IS Service Delivery Schedule : Full-time Job Posting : Sep 25, 2017, 12:15:58 AM Unposting Date : Nov 24, 2017, 4:59:00 AM


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Director - Customer Service Management

National Grid
Waltham, MA

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National Grid
Waltham, MA

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