National Grid Manager, Field Force Help Desk - US in Syracuse, New York

_About the Position:_

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As the Manager,Field Force Help Desk- USin our Global IS Service Delivery business unit, you will be accountable for the performance and effectiveness of Customer Support services within the US. This includes the Field Force Help Desk/ Incident Management, NPS Management and Knowledge Management.

Our Customer Support services staffing is a mixture of outsourced and in-house, you will have to deliver results in an environment where you don’t have direct control over all operational levers.

Responsible for ensuring the Customer Support function and processes are effectively operated by National Grid’s technology suppliers.

Responsible for establishing and maintaining process improvements, automation, self-service functionality, learning opportunities, eliminating waste, ticket avoidance / reduction / elimination and root cause analysis.

You’ll effectively measure the utility of your services in terms of business value. Also, measure and understand the impact of any deficiencies in the service in terms of business outcomes and ensure that such deficiencies are addressed immediately.

_Position Responsibilities (including but not limited to):_

  • Accountability for delivery of all services within the Service Desk portfolio, and maintaining the operational availability and performance to the defined service levels.

  • Actively manage the performance of services by identifying any underlying risks, overseeing changes, and driving service improvements by analysing KPIs and SLA performance / adherence.

  • Manage approximately (35) National Grid and external resources including contractors, consultants and leaders from strategic outsource partners. Accountable for delivery of service to 7,000 users (US).

  • Ensure that the IS delivery organization operates in a safe manner, with National Grid’s safety culture embedded throughout, including third party consultants and subcontractors.

  • Maintain and improve a culture that ensures absolute affinity with National Grid’s business and mission, excellence in service, and continuously drives to improve personal and organizational performance.

  • Accountability for Improving and controlling the customer’s experience

  • Ensure the focus is on driving the behaviour to address, resolve and close tickets as fast as possible with quality service.

  • Conducts post implementation reviews of information and communications technology applications and products introduced in pursuit of the strategy, to assess the extent to which expected business benefits were realised.

  • Set direction, and take responsibility for operational delivery of IS services from NG’s own staff and from the outsourced ecosystem, including frameworks for service standards and operational agreements.

  • Ensure that Service Desk services are continuously improving to meet the requirements of the National Grid business.

  • Benchmark, analyze, report on, and set improvement priorities for areas within the service portfolio.

  • Ensure IS delivery complies with all relevant laws, regulations and best practice.

  • Lead review meetings with suppliers and meet customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained.

  • Ensure a consistent and quality approach to staffing, including recruitment, supervision, scheduling, development, evaluation and improvement actions.

  • Ensure the IS Incident management functions properly to ensure that service resolutions are timely and all operational support teams, NG and suppliers, are working as a team irrespective of the operational or contractual boundaries. Be an escalation point in the event of major incidents to improve the time to service restoration.

  • Maintain an operational KPI dashboard, identifying potential underlying service impact trends and/or issues and identifying correlation between sets of data.

  • Remains up-to-date and knowledgeable to industry trends and emerging technologies in anticipation of new business processes and system alterations.

_Knowledge & Experience Required:_

  • Bachelor’s Degree or equivalent.

  • 7 years of experience at a similar leadership level; leading/managing enterprise support functions

  • Desirable: ITIL (Information Technology Infrastructure Library) and ServiceNow Certification

  • Experience with a multi-channel support services, ticket, chat and social media.

  • Experience in changing and developing a focused team into a proactive, measured, service culture with particular focus on performance management and optimization.

  • Strong track record of introducing best practices / ITIL methodologies.

  • Broad process and technical knowledge encompassing Process improvements, Automation, Self-Service, Ticket avoidance / reduction / elimination and Root cause analysis.

  • Experience in managing a Service Desk in an outsourced model

  • Experience in managing to be in full control of the customer’s experience

  • Experience in delivering services via global sourcing partners.

  • Experience in leading and managing high performing teams and budgets.

  • Experience with ServiceNow to simplify, optimize, and automate Service Management.

  • Experience with managing End User productivity.

  • Experience and knowledge with ServiceNow

· / National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./

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Job: *IS Service Delivery

Organization: *IS Service Delivery

Title: Manager, Field Force Help Desk - US

Location: NY-Syracuse

Requisition ID: 20181405