Director Platform Owner - Service Management

About us

National Grid is hiring a Director Platform Owner Service Management for our IT team in Waltham MA.

We are in search of a ServiceNow Platform owner to lead a team focused on leveraging ServiceNow to digitally transform service deliver across technology and selected business domains. You will lead product managers product owners (engineering managers) and platform operations.

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.

Job Purpose

This role will report to the Senior Director of IT Planning and will be pivotal in supporting major digital transformation initiatives across Service Management Digital Operations Management and business services. As a technical leader and subject matter expert across all aspects of the ServiceNow platform and solutions this candidate will be required to maintain explain and potentially expand the use of the platform.

Key Accountabilities

• You set the strategy and vision of Service Management and ServiceNow at National Grid by collaborating with stakeholders across the enterprise while earning trusted advisor status through your broad and deep understanding of ServiceNow
• Lead the teams that deliver the products features and enhancements to National Grids ServiceNow instance
• Lead the Platform Operations team that is accountable for upgrades patches platform health and platform foundational documentation
• Establish and lead platform governance that balances the support of ServiceNow helping achieve National Grids strategic goals and avoids incurring additional technical debt
• Coordinate with your assigned ServiceNow Account team to stay connected to the ServiceNow platform roadmap stay current on emerging capabiliites and coordinate demos for National Grid stakeholders and potential new platform customers
• Ensure proposed products/solutions are properly licensed with ServiceNow
• Prepares and presents product planning communications for executives and stakeholders
• Be a valued contributor to evolution of IT Foundations & Tools. Benchmark and incorporate standard/best methodologies
• Keep up to date on ServiceNow functionality and make recommendations on how new features can be sued to enhance business processes
• Ensure ServiceNow best practices are implemented and recommended out of the box solutions where appropriate
• Lead upgrade initiatives and ensure platform currency
• Keep up to date on ServiceNow functionality and make recommendations on how new features can be sued to enhance business processes
• A diligent attention to detail and strong technical intuition as well as the ability to set and manage expectations at the executive level
• Understanding of Business and Strategic Planning
• Build strong relationships with business stakeholders; manage issues through closure
• Manage the ServiceNow endtoend delivery team ensuring maximum and efficient delivery of value

Supervisory/Interpersonal Experience Required

• Ability to coordinate interaction with new technology vendors as appropriate ensuring access to expertise is available when needed
• Excellent stakeholder management skills with credibility and gravitas to influence and lead thought at the senior level
• Experience in coaching mentoring and managing a team

Qualifications

• 5 years of professional experience as a ServiceNow architect (platform or solution)
• 5 years managing a team
• 2 years in a ServiceNow delivery leadership role
• Understanding of digital products & platforms in addition to ServiceNow like Salesforce Mulesoft Snowflake DevOps tools etc.
• Thorough knowledge of Agile software delivery models (Kanban Scrum SAFe etc.
• The ability to manage time and schedules to meet aggressive deadlines and influence through persuasive written and verbal communication
• Proven track record of leading others to deliver excellence
• The capacity for selfmotivation independent initiative and creative problemsolving
• A diligent attention to detail and strong technical acumen as well as the ability to set and manage expectations at the executive level
• Thorough knowledge of ITIL and ITSM
• Excellent interpersonal relations and demonstrated ability to effectively work with multiple stakeholders and prioritize work
• Experience with the base platform and IT Service Management module implementation

Preferred Qualifications:

• Bachelors degree in computer science/engineering business economics or in related field
• ServiceNow Certifications; CSM Implementation

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