Smart Grid IT Service Delivery

Texas  ‐ Onsite
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Keywords

Description

CCCi has an excellent opportunity for a Smart Grid IT Service Delivery Manager to support and manage application operations of Meter Data Management and Automated Meter Interface Systems to support the Meter to Cash business process. This role also organizes and facilitates training and workshops for service delivery personnel.

The Smart Grid IT Service Delivery Manager responsibilities
- Supervises the service delivery team and ensures that the service desk, application support and infrastructure support run effectively.
- Builds strong relationships with clients and makes sure the services provided are of quality and profitability are also part of the role.
- Manages service delivery for multiple customers
- Monitors workload for compliance with service level agreements
- Provides daily operational direction in escalations and oversights in meeting committed SLA's
- Ensures customer satisfaction and a good working relationship with customers
- Oversees the presentation of services to clients while making sure the service levels are effective
- Provides a link among projects, programs, customers and resources
- Communicates on a daily basis with clients, managers, Hosting and MNS Provider, in addition to Service Desk Staff, regarding satisfaction issues, expectations and project potential
- Oversight of IT delivery channels for operational services in the services catalog to ensure IT Operational services meet the business requirements
- Service Catalog implementation and maintenance for consistent delivery
- Delivery and provisioning service model design and oversight
- Ownership of Request Management system(s)
- Request management process oversight
- Identify and mitigate process gaps and risks that impact the successful delivery of services to the business. Close process and catalog gaps
- Oversight of successful transaction flow to route work to enterprise delivery channels
- Service and Operating Level oversight
- Definition of performance metrics, SLA/OLAs, and high level process maps
- Guide service providers to meet SLA and quality commitments
- Review and use customer satisfaction data to implement or change existing processes/procedures
- Communicate key performance indicators and service level agreements throughout all levels of the organization
- Transaction flow monitoring and Performance monitoring
- Point of notification in Severity 1 and Change Management processes for business impact and communications
- Possible travel to Orlando Florida, up to 10%

Smart Grid IT Service Delivery Manager required skills include
- Minimum 7 years of IT and business/industry work experience with at least 5 years of experience in a service related function
- Utility experience with Meter Data Management, Web Portal and Transmission & Distribution company business processes
- Experience with Engineering & Operations systems helpful
- Minimum 5 years of experience in the IT Service Delivery required
- Experience in interacting with vendor partners required
- Ability to interpret and apply legal contract language
- Excellent written and very strong verbal communication skills
- Exceptional interpersonal skills with a demonstrated ability to gain the confidence and respect of senior level executives
- Strong problem solving and critical thinking skills to come up with solutions for service-related issues affecting clients and/or team members
- Accustomed to taking an active role in executing projects
- Strong analytical skills, good planning skills, and the ability to exercise proper time management
- Self-motivated, able to plan work effort and manage to the project schedule and priorities
- Bachelor's degree or equivalent higher educational certification required
- ITIL and/or Lean Six Sigma Certification

CCCi Story
Since 1978, CCCi has delivered over nine million hours of IT expertise and support to more than 375 clients. We are also proud to be one of the largest woman-owned IT consulting companies headquartered in the Southeast and serving our customers nationally. When you join our team, you'll soon discover the CCCi difference.

We strive to understand your professional and personal objectives, and engage you with opportunities that help you achieve both.

To demonstrate our commitment to your well-being and satisfaction, we offer an industry-leading compensation and benefits package including:
- Your choice of compensation plan, including salaried, straight hourly or hourly + PTO (paid time off) and holiday pay options.
- We also offer: Major Medical choices, Dental, Vision, Disability and Supplemental Life all effective the first day of the month after your hire.
- 401k plan with only a 30 day eligibility period.

Start date
ASAP
Duration
6 months
From
CCCi
Published at
05.01.2012
Project ID:
291066
Contract type
Freelance
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