IT Service Delivery Manager

Entergy - Jackson, MS

Full-time

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 utilized by Transmission, Distribution, and Incident Response functions. This hybrid role involves collaboration with other Service Delivery Managers and Utility leadership to enhance and support critical systems, including GIS and storm response applications. The manager will lead various team engagements, ensuring effective communication and compliance with project methodologies while managing contracts, budgets, and resources.

Responsibilities

• Lead support for complex technical issues and initiatives related to assigned applications, systems, databases, and other technical products and services.
• Maintain processes for diagnostic and other tools to troubleshoot and restore service or data to systems; participate in triage bridge lines and work on critical production issues during off work hours.
• Evaluate service level agreement criteria and identify gaps in current technology processes.
• Lead and coordinate the team in migrations from development to production, upgrades, installations, and configurations.
• Analyze performance trends and recommend process improvements; understand quality, security, and compliance requirements for supported areas and review changes for risk to production systems; participate 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.
• Experience with code development concepts including Java, Python/Jython, Oracle SQL, shell scripting, Webservices, Power BI, and/or SharePoint.
• Database concepts including stored procedures development, SQL, Oracle, Linux, analytical, communications, and/or relational database experience.
• Experience with Agile, DevOps, and/or continuous improvement deployment.