Service Owner - CIS Platform

About us

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 continue to 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.  

IT and Digital works seamlessly to support and facilitate the National Grid group of diverse energy businesses to deliver technology which revolutionises the way we operate. As we lead the charge towards a carbon-free future, our teams are pioneering disruptive changes to our industry by working with agile methodologies and adopting digital mind-sets to drive efficiency, effectiveness and bring new capabilities for our internal and external customers. 

Our work here is critical. National Grid moves energy to millions of homes and businesses in the UK and US and the technology we utilise to complete that task is down to us. This role is at the centre of facilitating the energy revolution and enabling National Grid to continue to be a leading multi-national energy company. It’s imperative that you have a passion for energy and solving the problems of today, tomorrow and beyond to ensure a secure, reliable and accessible energy system for all.  

This role operates under a hybrid working model and is open to candidates based in either our Waltham, MA office, Brooklyn, NY or Syracuse, NY offices.  Hybrid work expectations are subject to business needs and company policy.

Job Purpose

To lead delivery of service management through strategic partnership with suppliers to produce value for internal customers and other stakeholders while enforcing and governing the provisions of the application support and management services contract.

To own the end-to-end health, performance, stability, compliance, and continuous improvement of the Customer Information System (CIS) application portfolio. The Service Owner serves as the strategic bridge between business stakeholders, project delivery teams, managed service providers, and technology partners to ensure services are reliable, secure, compliant, cost-effective, and aligned with National Grid's business objectives and regulatory commitments.

Key Accountabilities

Service Ownership, Strategy & Governance

• Serve as single point of accountability for CIS operational performance and outcomes; partner with business, delivery, infrastructure, architecture, security, shared services, and managed service providers.
• Maintain a multi-year roadmap aligned with business strategy, regulatory commitments, modernization, lifecycle needs, and annual investment priorities.
• Identify technical debt, obsolescence, and technical, process, security, and architectural risks; establish mitigation, contingency, and remediation plans through closure or acceptance.

Regulatory & Compliance Oversight

• Ensure compliance with regulatory requirements, audit standards, cybersecurity controls, and corporate governance; provide audit evidence, validate controls, remediate findings, vulnerabilities, and deficiencies with Security, Risk, and Compliance teams.

Incident & Problem Management Leadership

• Lead major incident response and executive communications; drive root cause analysis, corrective actions, and preventive measures to reduce disruption and improve reliability.

Service Transition & Change Governance

• Govern operational readiness and transition of new or changed services, including support models, documentation, monitoring, knowledge transfer, acceptance criteria, and safe production implementation.

Operational Excellence

• Define, monitor, and report service KPIs, SLAs, OLAs, availability, performance, backlog, and customer satisfaction through dashboards and scorecards.
• Improve service maturity through automation, AI/AIOps, predictive monitoring, analytics, standardization, process optimization, and industry best practices.

• Manage supplier performance, contracts, service reviews, KPIs, governance, escalations, staffing plans, and improvement commitments; support budgeting, forecasting, cost optimization, and vendor financial management.

• Build effective stakeholder partnerships, act as escalation point, and provide executive reporting on service health, risks, mitigation, operational outcomes, and strategic opportunities.

Qualifications

• Degree in Computer Science, Information Technology, or related discipline.
• 8+ years supporting enterprise, business-critical applications, including 5+ years in service management delivering improvements in complex environments.
• 5+ years managing service providers, vendors, outsourced multi-vendor environments, and remote offshore teams.
• Experience leading Major Incident and Problem Management; production support; operational readiness; disaster recovery; and business continuity.
• Strong knowledge of SDLC, Agile, DevOps, Service Transition, application lifecycle management, modernization, product roadmaps, and mainframe service management.
• Experience in regulated industries such as Utilities, Energy, Financial Services, or Healthcare.
• 5+ years of executive-level IT and business communication, reporting, and presentations; ability to influence internal and external stakeholders.
• ITIL v3 or v4 Foundation certification or higher.
• Working knowledge of Meter-to-Cash, Customer Billing, CSS, or Customer/1.
• Broad knowledge of legacy and modern technologies, with the ability to challenge stakeholders and provide high-level input to issue resolution.

Preferred Qualifications

• Lean/Six Sigma and PMP or PRINCE2 certification.
• Knowledge of SOX, PCI, and related compliance/control frameworks.
• Utility CIS platform experience (CSS, Customer/1, SAP IS-U, Oracle CC&B, Kraken, or equivalent) and Meter-to-Cash processes, including Billing, Collections, Payments, Credit, Supplier Services, and Customer Care.
• ITIL Managing Professional or Strategic Leader certification.
• Experience with ServiceNow, Splunk, Dynatrace, AppDynamics, or similar ITSM/monitoring tools; AIOps, automation, or RPA; and vulnerability remediation.
• MBA or advanced degree in Business, Information Systems, or Technology Management.