Senior IT Service Manager OPS & SRE at National Grid
Waltham, MA 02451
About the Job
About usEvery day, we deliver safe and secure energy to homes, communities, and businesses, connecting people to the energy they need for their lives
Our expertise and track record position us uniquely to shape the sustainable future of our industry as the pace of change accelerates. To succeed, we must anticipate customer needs, reduce energy delivery costs, and pioneer flexible energy systems
This requires delivering on our promises and seeking opportunities for growth.In IT and Digital, we collaborate closely with the diverse energy businesses within the National Grid group, revolutionizing operations through technology
Embracing Agile methodologies and Digital mindsets, we drive efficiency and bring new capabilities to internal and external customers as we lead the charge towards a carbon-free future.Our work is critical, as National Grid powers millions of homes and businesses in the UK and US, and the technology we employ is vital to this task
The successful applicant for this position will play a crucial role in our mission, supported by our multicultural, customer-centric global team, with opportunities for professional development.National Grid is hiring a Senior IT Service Manager as part of our IT & Digital function
This position offers remote flexibility, with the requirement that candidates reside in one of the following states: New York (NY), New Jersey (NJ), Massachusetts (MA), Connecticut (CT), Vermont (VT), Rhode Island (RI), Maine (ME), or New Hampshire (NH).Job PurposeOur vision is to be recognized as a world leading Information Technology and Digital function in the energy sector and a trusted partner across National Grid businesses
As a Senior IT Service Manager, you will be responsible for our global Public Cloud Platform Service & Operations, that provide advanced technical support to internal customers and contributing to the delivery of scalable tools that enhance operational efficiency
This role utilizes a combination of business and technical expertise to develop an operations strategy and drive continuous improvements based on user and stakeholder feedback
You will build relationships across Digital Platforms and Infrastructure Technology, and with our internal development community to deliver great support experience, solving technical problems, identifying opportunities for impactful automation, setting clear operational metrics and reporting. Key Accountabilities• Drive process improvement and automation initiatives to simplify, standardize, and automate critical processes, reducing manual effort and errors
Utilize emerging tools and technologies to enhance operational efficiency and service reliability.
• Collaborate with internal engineering teams, business partners, and technical leaders to coordinate planning and execution of projects.
• Review designs for large-scale projects to ensure effectiveness and efficiency
• Establish and maintain incident management processes and procedures to promptly identify, escalate, and resolve service disruptions and outages.
• Continuously monitor the effectiveness of automation tools in driving operational efficiency and gather user feedback for future improvements
Stay updated on AI and automation trends and implement them as appropriate
• Manage relationships with third-party vendors and service providers, ensuring adherence to service level agreements and contractual obligations
• Foster cross-group collaboration to share knowledge and advocate for automation and infrastructure best practices
Organize tech talks and knowledge-sharing sessions to drive engagement in automation opportunities across the organization.
• Provide technical guidance to resolve major incidents and equip service engineering teams with the necessary skills, tools, and resources
Ensure accountability for meeting service level objectives and communicate impact and resolution status to stakeholders
• Lead service engineering teams in data analysis and pattern identification to drive insights and improvements.
• Define Monitoring and analyzing platform performance metrics and reporting on the overall health of the platforms your responsible to senior leadership through dashboards.
• Incorporate the usage of AI-Driven Monitoring and performance Analytics: You will use SRE and AIOps driven monitoring and analytics solutions within the cloud and on-prem domain
This includes leveraging machine learning and data analysis techniques to identify and predict system anomalies, performance bottlenecks, potential failures and performance dashboards.Requirements • 4+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
• 3+ years of experience with programming languages such as Python, C#, or JavaScript, with experience in developing scripts and automation tools for cloud infrastructure, as well as understanding of automation and scripting skills.
• 3+ years of customer service and supporting operational excellence and best practices.
• Bachelor's Degree in Computer Science, Information Technology, or related field AND 7+ years technical experience in software engineering, network engineering, service engineering, or systems engineering.
• Proven experience as an IT Service Manager or similar role in a software development setting.
• Understanding of software development life cycle (SDLC) and agile methodologies.
• Expertise in cloud technologies like Azure.
• Ability to develop and implement long-term operational strategies that align with organizational goals
• Experience in transitioning teams from reactive to proactive
• Experience partnering and collaborating with other functional groups to drive priorities.
• Ability to work through self-directed, ambiguous situations.
• Demonstrated skills in dealing with diverse groups of engineering teams.
• Ability to direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems.Your Rewards Rewarding work and a collaborative, team-oriented culture are just the beginning. Review our digital benefit guide at ngbenefitslivebrighter.com for full details and descriptions. More Information#LI-RK1 #LI-HYBRID SalaryNew England: $142k - $167k a yearDownstate NY:$152k - $179k a yearUpstate NY: $127k - $149k a yearThis 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.
Our expertise and track record position us uniquely to shape the sustainable future of our industry as the pace of change accelerates. To succeed, we must anticipate customer needs, reduce energy delivery costs, and pioneer flexible energy systems
This requires delivering on our promises and seeking opportunities for growth.In IT and Digital, we collaborate closely with the diverse energy businesses within the National Grid group, revolutionizing operations through technology
Embracing Agile methodologies and Digital mindsets, we drive efficiency and bring new capabilities to internal and external customers as we lead the charge towards a carbon-free future.Our work is critical, as National Grid powers millions of homes and businesses in the UK and US, and the technology we employ is vital to this task
The successful applicant for this position will play a crucial role in our mission, supported by our multicultural, customer-centric global team, with opportunities for professional development.National Grid is hiring a Senior IT Service Manager as part of our IT & Digital function
This position offers remote flexibility, with the requirement that candidates reside in one of the following states: New York (NY), New Jersey (NJ), Massachusetts (MA), Connecticut (CT), Vermont (VT), Rhode Island (RI), Maine (ME), or New Hampshire (NH).Job PurposeOur vision is to be recognized as a world leading Information Technology and Digital function in the energy sector and a trusted partner across National Grid businesses
As a Senior IT Service Manager, you will be responsible for our global Public Cloud Platform Service & Operations, that provide advanced technical support to internal customers and contributing to the delivery of scalable tools that enhance operational efficiency
This role utilizes a combination of business and technical expertise to develop an operations strategy and drive continuous improvements based on user and stakeholder feedback
You will build relationships across Digital Platforms and Infrastructure Technology, and with our internal development community to deliver great support experience, solving technical problems, identifying opportunities for impactful automation, setting clear operational metrics and reporting. Key Accountabilities• Drive process improvement and automation initiatives to simplify, standardize, and automate critical processes, reducing manual effort and errors
Utilize emerging tools and technologies to enhance operational efficiency and service reliability.
• Collaborate with internal engineering teams, business partners, and technical leaders to coordinate planning and execution of projects.
• Review designs for large-scale projects to ensure effectiveness and efficiency
• Establish and maintain incident management processes and procedures to promptly identify, escalate, and resolve service disruptions and outages.
• Continuously monitor the effectiveness of automation tools in driving operational efficiency and gather user feedback for future improvements
Stay updated on AI and automation trends and implement them as appropriate
• Manage relationships with third-party vendors and service providers, ensuring adherence to service level agreements and contractual obligations
• Foster cross-group collaboration to share knowledge and advocate for automation and infrastructure best practices
Organize tech talks and knowledge-sharing sessions to drive engagement in automation opportunities across the organization.
• Provide technical guidance to resolve major incidents and equip service engineering teams with the necessary skills, tools, and resources
Ensure accountability for meeting service level objectives and communicate impact and resolution status to stakeholders
• Lead service engineering teams in data analysis and pattern identification to drive insights and improvements.
• Define Monitoring and analyzing platform performance metrics and reporting on the overall health of the platforms your responsible to senior leadership through dashboards.
• Incorporate the usage of AI-Driven Monitoring and performance Analytics: You will use SRE and AIOps driven monitoring and analytics solutions within the cloud and on-prem domain
This includes leveraging machine learning and data analysis techniques to identify and predict system anomalies, performance bottlenecks, potential failures and performance dashboards.Requirements • 4+ years technical experience in software engineering, network engineering, service engineering, or systems engineering
• 3+ years of experience with programming languages such as Python, C#, or JavaScript, with experience in developing scripts and automation tools for cloud infrastructure, as well as understanding of automation and scripting skills.
• 3+ years of customer service and supporting operational excellence and best practices.
• Bachelor's Degree in Computer Science, Information Technology, or related field AND 7+ years technical experience in software engineering, network engineering, service engineering, or systems engineering.
• Proven experience as an IT Service Manager or similar role in a software development setting.
• Understanding of software development life cycle (SDLC) and agile methodologies.
• Expertise in cloud technologies like Azure.
• Ability to develop and implement long-term operational strategies that align with organizational goals
• Experience in transitioning teams from reactive to proactive
• Experience partnering and collaborating with other functional groups to drive priorities.
• Ability to work through self-directed, ambiguous situations.
• Demonstrated skills in dealing with diverse groups of engineering teams.
• Ability to direct and work independently, with an eagerness to consistently meet and exceed commitments/objectives and take ownership of complex problems.Your Rewards Rewarding work and a collaborative, team-oriented culture are just the beginning. Review our digital benefit guide at ngbenefitslivebrighter.com for full details and descriptions. More Information#LI-RK1 #LI-HYBRID SalaryNew England: $142k - $167k a yearDownstate NY:$152k - $179k a yearUpstate NY: $127k - $149k a yearThis 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.
