Service Owner CIS Platform

About usEvery 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 PurposeTo 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 AccountabilitiesService Ownership, Strategy & Governance * 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.O