Southern California Edison Service Delivery & Relationship Management, Senior Advisor in Rosemead, California

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About Information Technology at SCE

The role of IT goes beyond the traditional Information Technology “service provider.” Many of the innovative ideas and projects that shape the company’s future and move SCE forward are dependent on technology. IT employees are at the heart of these projects, collaborating, designing and executing technology solutions that are transforming our industry.

Position Overview

The Service Delivery & Relationship Management, Senior Advisor within the IT Service Management Office and Operations (SMOO), coordinates technology requests between service operations and Enterprise / Transmission & Distribution (T&D) clients for the delivery of operational IT products and services. Builds and maintains strong relationships with organizational unit clients (Enterprise / T&D) acting as partners to integrate and leverage technology and business integration solutions across organizational units. Engages clients to prioritize and analyze business needs to align IT operational effectiveness and enhancement management. Works with the business and IT leaders to ensure the service and technology portfolios are aligned to the business strategy and roadmap. Services as the key operational integration point within the Service Management Operations Organization (SMOO) and the Business point of contact for the report out of operational status at the overall portfolio level. Ensures a uniform approach is used for resolving and handling customer feedback. Identifies and implements process changes to improve IT services to clients. Coordinates with the IT Enterprise / T&D Major Enhancement team with the planning and integration of the delivery of major enhancements. Facilitates escalation and resolution of issues on behalf of clients.

Typical Responsibilities:

  • Interfaces with clients for defined portfolio; responsible for operational relationship management.

  • Builds and maintains strong relationships with organizational unit clients acting as partners to integrate and leverage technology.

  • Develops and communicates portfolio status for operational activities related to their area of responsibility.

  • Integrates with senior business leaders to drive operational consistencies across multiple highly complex business areas including alignment of operational activities to business priorities (OU and IT).

  • Coordinates demand management for operational request, major enhancements and IT operational projects.

  • Facilitates prioritization discussions with business partners to ensure IT resources are focused on highest value work and adjusts with changing business drivers.

  • Manages monitoring and measurement capability for the performance of the IT services portfolio including client satisfaction.

  • Responsible for metric definition, measurement, and reporting process and recommends plans for performance improvement.

  • Confirms reported metrics and summaries are aligned with what is valued by the customer and accurately reflect IT performance. Timely report out of operational status to Enterprise / T&D Clients. Written communication and verbal presentations to Executive Leadership and Senior Management.

  • Works closely with clients to ensure issues are being resolved and ensures customer satisfaction throughout the IT service delivery transaction.

  • Responsible for effective delivery of IT services for a given client portfolio.

  • Facilitates escalation and resolution of IT issues on behalf of clients.

  • Meets with clients at their work location, evaluates client’s site specific technology requirements and support site specific IT activities. Cross tower integration for end to end solution management and performance across IT Service Management Office and Operations (SMOO).

  • Responsible for integration of IT team members and partners (Managed Service Providers, Infrastructure, Service Desk, End User Computing, Grid Services, Enterprise Architecture and Strategy, Service Delivery) to meet clients IT requirements and improve IT Services.

  • Consults with IT teams to provide input on operational dependencies and plan for the introduction of new services.

Minimum Qualifications

  • Bachelor's Degree.

  • 10 years of experience leading projects or business initiatives.

  • 5 years of experience working with Information Technology.

  • 5 years of experience performing IT portfolio and customer relationship management.

  • Experience developing strategic technology plans in support of key business objectives.

Desired Qualifications

  • Bachelor's degree in Engineering, Computer Science, Information Systems or related field.

  • Project Management Professional (PMP) certificate or equivalent.

  • 7 years of experience working in Information Technology for an electric utility.

  • 7 years of IT portfolio and customer relationship management experience for an electric utility.

  • Experience working with end-users to develop business, functional, and technical requirements.

  • Communications skills –experience developing and delivering presentations to all levels of staff including management and executive leadership.

  • Ability to achieve desired actions and outcomes through negotiation and influence.

Comments

  • Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.

  • Relocation does not apply to this position.

Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of nearly 14 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.

SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

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Job Information Technology

Title: Service Delivery & Relationship Management, Senior Advisor

Location: US-CA-Rosemead

Requisition ID: 71021506