The American Society of Mechanical Engineers (ASME)

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13 hours
2017-11-172017-12-16

IS Manager - Direct Support

Waltham, MA
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  • Job Code
    20173119
Company
Description: Description About the position: Asthe Manager, Direct Support - US in our Global IS ServiceDelivery business unit, you will be accountable for the performance andeffectiveness of Customer Support services within the US. This includes the Executive Support, TechBar,and Mobile TechBar. OurCustomer Support services staffing is a mixture of outsourced and in-house, youwill have to delivery results in an environment where you don’t have directcontrol over all operational levers. Responsiblefor ensuring the Customer Support function and processes are effectivelyoperated by National Grid’s technology suppliers. Responsiblefor establishing and maintaining process improvements, automation, self-servicefunctionality, learning opportunities, eliminating waste, ticket avoidance /reduction / elimination and root cause analysis. You’lleffectively measure the utility of your services in terms of business value.Also, measure and understand the impact of any deficiencies in the service interms of business outcomes and ensure that such deficiencies are addressedimmediately. Responsibilities including but not limited to: Accountabilityfor delivery of all services within the Exec Support, TechBar and maintainingthe operational availability and performance to the defined service levels. Activelymanage the performance of services by identifying any underlying risks,overseeing changes, and driving service improvements by analyzing KPIs and SLAperformance / adherence. Manageapproximately (20) National Grid and external resources including contractors,consultants and leaders from strategic outsource partners. Accountablefor delivery of service to National Grid staff as well as key partners /alliances. Ensure thatthe IS delivery organization operates in a safe manner, with National Grid’ssafety culture embedded throughout, including third party consultants andsubcontractors. Maintain andimprove a culture that ensures absolute affinity with National Grid’s businessand mission, excellence in service, and continuously drives to improve personaland organizational performance. Ensure thefocus is on driving the behavior to address, resolve and close tickets as fastas possible with quality service. Setdirection, and take responsibility for operational delivery of IS services fromNG’s own staff and from the outsourced ecosystem, including frameworks forservice standards and operational agreements. Provideappropriate communications to and interface with NG senior executives in theevent of IS operational issues that are of interest to them. Able todeliver effectively in a highly dynamic, customer-focused organizationundergoing significant strategic transformation. A true leaderand strong people manager. Able to motivate and develop teams who will be undergoinga period of significant change. Remainsup-to-date and knowledgeable in regards to industry trends and emergingtechnologies in anticipation of new business processes and system alterations. Develop,implement and continuously improve appropriate policies and processes relatingto IT delivery.



Qualifications Knowledge & Experience Required:
Bachelor’s Degree or equivalent. 5 years of experience at asimilar leadership level; leading/managing enterprise support functions Required: ServiceNowCertification Desirable: ITIL (Information Technology InfrastructureLibrary Experience with amulti-channel support services, ticket, chat, and social media. Experience in changing anddeveloping a focused team into a proactive, measured, service culture withparticular focus on performance management and optimization. Strong track record ofintroducing best practices / ITIL methodologies. Broad process and technicalknowledge encompassing Process improvements, Automation, Self-Service, Ticketavoidance / reduction / elimination and Root cause analysis. Experience in execsupport/ premium support/ customers / stakeholder management. Experience in managing tobe in full control of the customer’s experience Experience in delivering servicesvia global sourcing partners. Experience in leading andmanaging high performing teams and budgets. Experience with ServiceNowto simplify, optimize, and automate Service Management. Experience with theOn-boarding process. Experience with managing End Userproductivity. National Grid is anequal opportunity employer that values a broad diversity of talent, knowledge,experience and expertise. We foster aculture of inclusion that drives employee engagement to deliver superiorperformance to the communities we serve. National Grid is proud to be an affirmative action employer, committedto providing equal opportunity to employees and applicants for employment withoutregard to race, color, religion, creed, national origin, ancestry, alienage orcitizenship status, gender, sexual orientation, gender identity or expression,age, physical and mental disability, marital status, veteran status,predisposing genetic characteristics, or any other factor protected fromdiscrimination under municipal, state, or federal law. We encourage allinterested, qualified persons to join the National Grid team
Job : IS Service Delivery Primary Location : MA-Waltham Organisation : IS Service Delivery Schedule : Full-time Job Posting : Oct 19, 2017, 1:41:55 PM Unposting Date : Ongoing

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IS Manager - Direct Support

National Grid
Waltham, MA

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National Grid
Waltham, MA

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