Director - Customer Service Management

10/26/17
National Grid (https:\\careers.nationalgridus.com)
Other

/yr

  Full Time   Employee


Waltham
Massachusetts
United States

Description
About the Position:

To ensure effectiveengagement between Enterprise Service Delivery ? US and the National Gridbusinesses that it serves
Position Responsibilities (including but not limited to):

Builds long-term relationships with key staff within IS ServiceDelivery and Business Relationship Managers.
Assists customers in the formation of IT strategies, facilitatingaccess to subject experts in the supplier organization and elsewhere.
Monitors the level of customer satisfaction, at regular intervalsor after each significant delivery of product or service. Responds to customers?queries and complaints. Ensures that, when necessary, corrective actions aretaken by own organization and by the customer organization.
Influences the development and enhancement of Services, productsand systems. Monitors the level of business achieved.
Defines service levels for customer Services staff. Monitorsresults against the customer organization?s Services levels.
Takes responsibility for the resolution of customers? serviceproblems within an agreed organizational framework.
Develops and manages defined communication channel(s) and/orstakeholder groups, proactively seeking to identify potential demand, andassisting in the creation of the business case.
Identifies and responds to opportunities for providing productsand Services to the customer organization, and acts to ensure that products andservices offered will help the customer organization to achieve its businessobjectives. Effects introductions for colleagues, as appropriate, and managescolleagues in their dealings with customers. Initiates procedures to improveservice to and relationships with customers.
Job dimension
1-3 direct reports
No direct budget responsibility, but will be required to helpdeliver the financial objectives of the Customer Service Management and ServiceDelivery teams.
Maintains relationships with key business partners
Maintains relationships with Business Relationship Managers andother leaders and contributors within Global IS
Qualifications
Knowledge & Experience Required:
Educatedto degree level in a relevant discipline or an equivalent combination of education, training, andexperience.
ITIL v3 Expert certification desirable
Familiar with the application of automated systems to the supportof specific business functions or processes. Examples: ERP, NetworkMonitoring and Control, SCADA, Customer Billing, etc.
Proficient in techniques for ensuring that full account is takenof customers? real and stated needs in the delivery of IT Services.
Proficient with the purpose and composition of a service levelagreement (SLA); the relationship between an SLA and a contract for the supplyof Services.
Proficient in methods and techniques for risk management, businessimpact analysis, countermeasures and contingency arrangements relating to theserious disruption of IT Services. Examples: weather/storm events, workmanagement outage events.
Demonstrates knowledge of the IT infrastructure (hardware,databases, operating systems, local area networks etc) and the IT applicationsand service processes used within own organization.
Maintaining focus on agreed objectives and deliverables whateverthe circumstances.
Familiar with specific standards associated with the ITpractitioner and the business current roles.Examples: health and safetystandards, service desk procedures, corporate quality and change managementprocesses, ITIL, etc.

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.
Job
:IS Service Delivery
Primary Location
:MA-Waltham
Organisation
:IS Service Delivery
Schedule
:Full-time
Job Posting
:Sep 25, 2017, 12:15:58 AM
Unposting Date
:Nov 24, 2017, 4:59:00 AM

 

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