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National Grid Senior Analyst, Service Delivery in Waltham, Massachusetts

About us

National Grid touches the lives of almost everyone, with an energy network that stretches across the Atlantic. We’re an international team, and our work underpins the lives of millions of people. Feet forwards, head up, and eyes bright, we’re working hard to create value for people today – and shape the future of energy tomorrow.

Job Purpose

To be responsible for the provision of support, guidance and advice to those involved in the management of National Grid IS services, particularly decision support based upon analysis of system data and information. To ensure that customers’ interests and priorities are represented at all levels to enable business success.

Key Accountabilities

  • Validating supplier KPI and SLA performance monthly by comparing supplier reported data against internal data

  • Calculate Service Credits for any supplier service level breaches

  • Hosting weekly and monthly supplier governance forums as applicable

  • Partner with suppliers and key stakeholders to drive continuous service improvement

  • Develop, deliver and execute performance management plans as applicable

  • Make recommendations on service and process improvements based upon data (using ServiceNow primarily or databases like PowerBi etc)

  • Be able to provide conclusions from data in a succinct manner (using Powerpoint for example)

  • Be able to use toolsets within ITSM to obtain data needed for analysis etc

  • Working with customers and suppliers (both internal and external) to resolve issues, mitigate risks and realise opportunities.

  • Undertaking research and present findings in a manner appropriate to the audience.

  • Planning and executing activities within the assigned IT department.

  • Providing general support to senior colleagues on specific initiatives.

  • Leading multi-function and supplier teams to successful conclusion on specific initiatives.

  • Monitoring and proactive intervention on finance / budgetary matters.

  • Proactively looking for trends to identify opportunities as well as issues.


  • Educated to degree level in a relevant discipline or, or an equivalent combination of education, training, and experience.

  • Previous role experience supporting the Service Level Management to advanced level.

  • Previous role experience performing supplier governance and performance management.

  • Previous role experience of the analysis of supplier performance data and providing decision support to leaders in an IT Operations environment.

  • Specific experience of one or more of the following areas would be an advantage: Working closely with key stake holders on issue resolution; Researching performance trends; Taking an active role in supplier management; Business Continuity & Disaster Recovery planning, Action planning and process improvement; Critical analytics.

More Information

We encourage candidates to submit their applications as early as possible and not to wait until the published closing date. National Grid’s recruitment periods can and may vary. We reserve the right to remove this advert or close it to further applications at any point during the recruitment process.

Grade: Band E

Global IT /Permanent

For further information please contact


$94,000 - $132,000 a year

Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions.

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 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.