IT Service Deliver Manager

Entergy - Jackson, MS

Full-time - Mid Level

Hybrid - Jackson, MS

Utilities

About the position

The IT Service Delivery Manager at Entergy Services, LLC is responsible for overseeing application support and development for Utility Operations applications. This role involves collaboration with other Service Delivery Managers and Utility leadership to enhance and support critical systems, including GIS and storm response applications. The position requires leading various team engagements, managing complex technical issues, and ensuring compliance with service level agreements.

Responsibilities

• Lead support for complex technical issues and initiatives related to assigned applications, systems, databases and/or other technical products and services.
• Maintain processes for diagnostic and other tools to maintain, troubleshoot and restore service or data to systems; participate in triage bridge lines and work in critical production issues during off work hours.
• Evaluate service level agreement criteria and identifies gaps in current technology process.
• Lead and coordinate the team in migrations from development to production, upgrades, installations and/or configurations.
• Analyze performance trends and recommends process improvements; understands quality, security and compliance requirements for supported areas and reviews changes for risk to production systems; participates in testing and updating the business continuation plan.
• Create and manage the periodic on-call rotation schedule for the support team.
• Ensure compliance with all project deployment methodologies, internal standards, and operational guidelines to enable the applications team to support and maintain all solutions per stated service level agreements.
• Ensure effective communication to IT and Utility leadership in support of a critical customer system.
• Manage contracts, budgets, projects, policies, and resources.

Requirements

• Bachelor's degree or equivalent experience.
• 7+ years of managing application development and/or operational processes.
• 5+ years of application production support experience.

Nice-to-haves

• 5+ years of Power Utility Operations Experience focusing on GIS, Damage Prediction/Assessment, Vegetation Management, and/or Network Modeling.
• 5+ years of working within or with a Utility or equivalent industry.
• 5+ years of managing co-sourced teams, both onshore and offshore.
• Code development concepts and experience with Java, Python/Jython, Oracle SQL, shell scripting, Webservices, Power BI, and/or SharePoint experience.
• Database concepts including stored procedures development, SQL, Oracle, Linux, analytical, communications, and/or relational database experience.
• Agile, DevOps, and/or continuous improvement deployment experience.