Service Management Lead

Company: NATIONAL GRID CO USA (NE POWER)
Location: Spencer
Posted on: May 16, 2022

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):

• Manage the relationship with 3rd party Testing companies, performing monthly reviews to maintain a high quality of service
• Develop a function to act as the "front-door" to the Vulnerability Management tower
• Assist customers with service requests, management queries, and escalations
• Build relationships with adjacent teams to improve cross-function collaboration
• Monitors the level of customer satisfaction and drive improvement initiatives
• Enforce process and procedures to ensure readiness for testing
• Provide MI metrics on service performance
• Ammend and maintain a tracker of the assessment portfolio
• Ensuring all results are added into a findings repository
• Raise chage requests for testing by the internal test team
  Main Interfaces will include:
  • Vulnerability Management Teams
  • Pentration Testing Vendors
  • Project Delivery teams
  • Senior Management
  • Service providersAbout youKnowledge, Experience & Technical Know How:
    Essential
    • Strong experience in service ownership, and planning, organizing, and delivering impactful process/service improvements
    • Strong experience managing vendor relationships; including service reviews and tracking contractual commitments
    • Experience performing root cause analysis of delivery issues and implementing an action plan to reduce likelihood of future issues
    • Experience of creating Key Performance Indicators and other MI metrics, and how to present and report them
    • Excellent stakeholder management and communication skills; both written and oral
    • Ability to work on own initiative with minimal supervision; organising and prioritising a demanding workload for yourself and direct reports
      Desirable experience includes:
      • Understanding of security assessment strategies, including penetration testing, vulnerability assessment, red teaming, etc.
      • Firm understanding of change management process, and familiarity with common tools, e.g. SNOW.
      • Experience working in a Critical National Infrastructure Environment, or similarly regulated industry
      • Good understanding of the Energy industry and Industrial Control Systems
        Preferred Certifications:
        Formal certification in one of the following:
        • PRINCE
        • CPM
        • PMP
        • Comptia project
        • SCRUM
        • ITIL
          More InformationNational Grid boasts the following benefits:Financial
          
          • High 401(k) company match
          • Help with Student Loan payback
          • Tuition Assistance and Rewards
          • Comprehensive Discount program including electric vehicles
          • Pet Insurance
          • Adoption Assistance
            Professional development
            
            • A highly skilled team to work and learn from.
            • Multiple Avenues for On-Demand Training.
            • Commitment to promoting from within
            • Several Employee Resource Groups including Women in Non-Traditional Roles
              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