Dir IT Service Delivery

Company: CPS Energy
Location: San Antonio
Posted on: June 25, 2022

Job Description:

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,300 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!
Deadline to apply: Open until filledPay GradeEXECUTIVE
Position SummaryThe Director of IT Service Delivery is accountable for proactively and holistically leading all aspects of the enterprise IT support functions, to include: End User & Desktop Support, Service Delivery, Release Management & Financial Management services. The Director of IT Service Delivery is responsible for both the strategy development and operational management of our critical enablement of IT services.
As a strategic executive leader that oversees and manages the customer experience, position will ensure incidents & requests are promptly resolved, and services are provided with high quality in a coordinated manner through leadership of a diverse team of managers, engineers and technicians. This role will lead the team to build and standardize the tools and methodologies required to operate and secure the production environments, implement processes, and develop staff to identify opportunities and advance the reliability of our solutions and effectiveness of our deployments through improved practices. Success in this role requires strong technical leadership skills, a broad background and understanding of network, security, systems and applications. This leader will have strong ability in the areas of process development, people management, organization, planning, and cross-org communication.
This role reports to the VP of Technology Services and will be a key member of the executive team supporting a multi-year IT transformation focused on digital enablement, process re-design and strategies to modernize and optimized enterprise systems and enabling technologies.
Tasks and Responsibilities

• Serve as trusted advisor to other executives and leaders to develop a clear understanding of business needs, ensuring cost-effective delivery of IT services to meet those needs
• Executive relationship manager for external civic partnerships utilizing shared infrastructure and IT services
• Provide expertise in executive leadership including personnel development, coaching, mentoring, performance management, and employee engagement
• Develop and maintain a culture where team members are enabled to take accountability, to collaborate cross-functionally, to inspire the best in each other, and to care for each other
• Lead the development of the service delivery strategy and roadmap to ensures its integration with the overall IT and enterprise strategic plans, with a focus on IT Service Management, Release Management and End User Support Services
• Communicate clear vision for department through effective messaging and partnering with other leaders and team members ensuring technology alignment with the business
• Develop and manage area budgets and forecasts with metrics to effectively track and manage performance, to include chargeback models, ROI analysis and Profit/Loss management
• Develop enterprise IT Service Management process methodology, supporting procedures and established controls while acting as executive responsible for adherence across technical teams with supporting performance metrics (KPIs)
• Evaluate and enhance various management tools/systems, such as infrastructure monitoring, service management, asset management and other capabilities focused on automating processes & enhancing service delivery
• Manage enterprise communications for Senior Leadership Team relative to management & reporting of IT service events, incidents outages leveraging defined processes
• Understand requirements from internal and external stakeholders for incorporation into vendor contracts, vendor relationships and scorecards that measure performance through key performance indicators
• Develop multi-year budgets and financial reporting that provide investment statistics by vendor, IT service, product family or other applicable trends with supporting data collection, consolidation & communication of vendor performance
• Participate in data gathering, validation and audits related to TxRE, NERC & ERCOT compliance; Mitigate corporate risk exposure around NERC compliance, laws, regulatory requirements, policy and process documentation
• Establish comprehensive release management capabilities to ensure IT services are delivered with high quality, defect free and in an automated manner where able
• Responsible for oversight of Release Management lifecycle that involves the stages such as scheduling the release, coordinating between teams, and deployment of release across multiple environments
• Partner with internal and external stakeholders to ensure testing and quality services are aligned with requirements through enablement of innovative automation platforms & management toolsMinimum SkillsMinimum Knowledge and AbilitiesPrevious experience leading service delivery teams, including support desk & release management teamsStrong working knowledge of IT Service Management processes, preferably leveraging ITILv4 methodologiesDemonstrated track record of leading high-performance teams toward the successful attainment of challenging goalsExposure and understanding of existing, new and emerging technologies, and processing environmentsExceptional soft and interpersonal skills, including teamwork, facilitation and negotiationStrong leadership skills with a focus on planning and organizational capabilitiesExcellent analytical and technical skillsExcellent written, verbal, communication and presentation skillsPreferred Qualifications
  • Masters' degree in business, computer science, computer engineering, electrical engineering, system analysis or a related field of study, or equivalent experience
  • Additional training or certification in organization change management highly desirableCompetenciesDisplaying Technical ExpertiseBuilding and Supporting TeamsCommunicates EffectivelySetting a Strategic VisionWorking with AmbiguityActing as a Champion for ChangeMinimum EducationBachelor's degree in business management, computer science, computer engineering, electrical engineering, system analysis or a related field of studyRequired CertificationsWorking EnvironmentWork is performed both indoors & outdoors. Operating computer, manual dexterity, talking, hearing, and repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator.Ability to travel to and from client meetings, training sessions and other business related events. After hours work may be required.Physical DemandsExerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

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