Manager Service Delivery, IT (Customer Systems and Innovation)

The Manager of Customer Systems will serve as a key member of the Customer Systems and innovation leadership team with responsibility for the development, implementation and maintenance of application services for the Customer Organization. The Mgr. will devise strategies to improve business practices, choose appropriate applications and program new digital solutions with focus across customer contact, sales, and service value chains. The Mgr. is responsible for understanding the business, aligning IT strategy with overall business strategy and Entergy strategic imperatives, assisting in project prioritization, ensuring that projects align with the IT standards, and that all respective customer systems are reliable and secure.

The Mgr. will lead teams responsible for the applications supporting the Customer functions. The application portfolio will include but not be limited to digital customer self-service channels, customer relationship management, automated customer messaging, and internal customer service solutions. The role is responsible for delivering assigned projects on time, on budget, with first time quality, and adherence to business requirements while standardizing/rationalizing technical platforms, as well as operational oversight of the day-to-day support activities performed.

JOB DUTIES/RESPONSIBILITIES

For the assigned portfolio of application technologies:

• Be able to drive improvements that impact our commercial customers journey through leading teams to develop improvements in Salesforce and AWS.
• Establish and maintain business relationships with customers to ensure value is delivered to internal and external customers.
• Develop strategic plans and roadmaps for new applications to support business objectives and increase the sharing of information across customer systems (Service Cloud, AWS, Datacloud, AgentForce, View Outage Map).
• Manage a team of development and support personnel that focuses to deliver value by working on break/fix, requests, defects, and ideas.
• Support major events as part of the Incident Management process to ensure systems are meeting expectations and resolve all system issues as they may arrive.
• Work with other IT functions and internal/external stakeholders to determine customer channel failure modes and establish processes to mitigate customer impacts.
• Provide day-to-day support and oversight of suppliers delivering services to meet the business need while maintaining compliance with corporate policies and regulatory requirements.
• Provide ownership and guidance to ensure projects are executed on time, on budget and to the expected business outcomes of the project
• Forecast and review financial information to ensure team operations are within budget.
• Serve as leader and participate in team’s 24 hour on-call rotation.

Minimum education required of the position

Bachelor’s degree in Computer Science, Management Information Systems, Engineering or other technical area of study OR equivalent work experience; advanced degree is a plus.

Minimum experience required of the position

• 5+ years of experience managing application development and/or operational processes.
• Have experience working / supporting Salesforce applications or CRM Teams.
• Stakeholder management and high-level communications
• Strong working knowledge of software development lifecycle and methodologies, demonstrated ability to lead diverse teams,
• Vendor oversight and management, including experience in outsourcing and offshore support
• Experience support 24x7 customer-facing applications
• Critical thinker with strong problem-solving skills
• Excellent verbal and written communication skills and the ability to communicate concepts to technical and non-technical audiences.
• Strong working knowledge of software development lifecycle and methodologies

Any certificates, licenses, etc. required for the position

• ITIL V3 (desired)
• Certified ScrumMaster (desired)
• Kanban Management Professional (desired)
• PMP or PgMP (preferred)
• PMI Agile Certified Practitioner (desired)
• SAFe Agilist (Exam:SAFe 4 Agilist) or Certified Disciplined Agilist (desired)

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties., As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.