Service Owner - CIS Platform

National Grid plc; New York (NY); Hybrid; USD 125,000 - 177,000; Full time

Job summary

National Grid is seeking a Service Owner to lead the delivery of service management for the CIS application portfolio. You will partner with suppliers and internal teams to ensure reliable, secure, and compliant services, managing health, performance, and continuous improvement across the portfolio.

You will oversee incident response, change governance, and operational excellence, driving KPI dashboards, cost optimization, and vendor management.

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.

Responsibilities

• 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.
• 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.
• Lead major incident response and executive communications; drive root cause analysis, corrective actions, and preventive measures to reduce disruption and improve reliability.
• Govern operational readiness and transition of new or changed services, including support models, documentation, monitoring, knowledge transfer, acceptance criteria, and safe production implementation.
• 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.

Skills

Executive-level IT communication

Stakeholder influence

Regulatory/compliance awareness

Service management leadership

Vendor management

Education

Degree in Computer Science, Information Technology, or related discipline

Tools

ServiceNow

Splunk

Dynatrace

AppDynamics

ITSM tools

RPA

Job description

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

• 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.

Syracuse: $125k - $147k a year

Waltham: $141k - $165k a year

Brooklyn: $151k - $177k a year

National Grid will not be providing visa sponsorship for this position now or in the future. You must have the ability to work without a need for current or future visa sponsorship.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

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 committed to providing equal employment opportunities to all employees and applicants for employment regardless of protected class. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. National Grid maintains affirmative action programs for individuals with disabilities and protected veterans.

Our employment practices are designed to ensure that all individuals are treated fairly and with respect throughout the hiring process and during employment. National Grid complies with all applicable federal, state, and local anti-discrimination laws. We are dedicated to fostering a workplace that is free from unlawful discrimination and harassment, and we encourage a culture of respect for all.

National Grid operates in both the UK and US, with a broad portfolio of energy businesses dedicated to providing safe, reliable, and sustainable power.

From electricity and gas transmission to advancing clean energy and modernising grids, our work covers every aspect of the energy system.

Our energy flows through absolutely everything we do

Life here at National Grid is more than just our purpose or our values, it’s everything we put into everything we do. It’s our commitment to diversity and inclusion; how we help our employees learn and grow; and how we partner with and support the communities where we live and work. It’s all this, and so much more.

We leverage our collective strengths to do meaningful BIG work so that we can be at the heart of a fair and affordable energy future.

Your salary is reviewed each year against the market for your role, skills, knowledge and experience.

Incentive

Annual performance plan or bonus (depending on your role) rewards your contribution to our success each year.

Retirement

Generous pension plan with company contributions up to 12%.

Private medical insurance for self and family.