Service Management Lead
Company: NATIONAL GRID CO USA (NE POWER)
Location: Spencer
Posted on: May 16, 2022
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Job Description:
As part of National Grid's continued commitment to safety, all
new hires must be fully vaccinated against COVID-19. Anyone unable
to be vaccinated, either because of a sincerely held religious
belief or medical reason can request a reasonable accommodation.Job
Title: Service Management LeadAbout us
National Grid is hiring a Service Management Lead for our security
operations team in Northboro, MA. This role offers hybrid working
however you will be required to reside in our service territory or
contiguous states. (National Grid Office Locations: New York (New
Jersey, Connecticut, Pennsylvania ) Massachusetts (Rhode Island,
New Hampshire, Vermont, Washington DC) and Minnesota.
Every day we deliver safe and secure energy to homes, communities,
and businesses. We are there when people need us the most. We
connect people to the energy they need for the lives they live. The
pace of change in society and our industry is accelerating and our
expertise and track record puts us in an unparalleled position to
shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers,
reducing the cost of energy delivery today and pioneering the
flexible energy systems of tomorrow. This requires us to deliver on
our promises and always look for new opportunities to grow, both
ourselves and our business.About the roleThe Vulnerability Testing
team is part of Vulnerability Management within the National Grid's
global Security Team. We support the Security Team's operations by
identifying vulnerabilities and security issues via penetration
testing assessments. We also identify real-world threats posing a
genuine risk to National Grid; replicating behaviours of threat
actors, assessed by Government and commercial intelligence
providers.
The Team is comprised of specialist, in-house testers based in both
the UK and US, and is supplemented by a panel of vendors made up of
industry leading Penetration Testing companies. One of the core
services offered by the Team is security assurance testing for
internally delivered projects, ensuring a high security standard
for new systems.
As a key part of the strategy to grow the Team in maturity, we are
seeking an individual who will be accountable for developing and
leading a service management function within the Testing team. This
function will be responsible for managing the "front door" for
testing requests; guiding projects through each stage of the
process, and coordinating with vendors to deliver testing
services.
As the lead of this function, you will manage two reports who will
work on the day-to-day coordination with projects and vendors. You
will own the project testing process, making improvements where
necessary, to provide a robust and efficient service that delivers
consistently on the businesses needs. Levels of customer
satisfaction will be monitored to provide indicators of the quality
of service being provided.
A significant responsibility of this role will be to manage the
relationships with our global panel of vendors; establishing a
comprehensive QA process for their deliverables, and monitoring
their compliance with contractual and service level agreements. You
will hold monthly reviews to maintain a high quality of service,
and develop improvement plans where necessary.
You will report to the Vulnerability Test Team Lead, and work with
them to produce MI metrics to be presented to senior leadership;
providing an accurate view into how the team is operating.
This role would be ideal for someone with strong experience in
managing vendor relationships, and who is process orientated,
organised, and has great communication skills. As a customer facing
role, it will require skilful stakeholder management to promote
high levels of customer satisfaction. Previous experience managing
a service or vendors in an IT or cyber security environment would
be a distinct advantage for this role.
Key Accountabilities (please indicate if these are direct or
indirect accountabilities):
Main Interfaces will include:
Essential
Desirable experience includes:
Preferred Certifications:
Formal certification in one of the following:
More InformationNational Grid boasts the following
benefits:Financial
Professional development
For further information please contact
Sukhi.Shina2@nationalgrid.comPlease be advised that due to the
nature of this position, incumbents are subject to federal Drug &
Alcohol safety regulations governing US Department of
Transportation ("DOT") covered positions, including the Federal
Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous
Material Safety Administration (PHMSA). As such, the Company's
testing programs and policies regarding the use of federally
prohibited drugs or alcohol, for recreational or medical purposes,
will remain in effect for these safety-sensitive, DOT covered
positions.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.National Grid is an equal
opportunity employer that values a broad diversity of talent,
knowledge, experience and expertise. We foster a culture of
inclusion that 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.
Keywords: NATIONAL GRID CO USA (NE POWER), Worcester , Service Management Lead, Executive , Spencer, Massachusetts
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