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Southern California Edison IT Operations Manager in Rosemead, California

Job Description

Join the Clean Energy Revolution

Become an IT Operations Manager at Southern California Edison (SCE) and build a better tomorrow. In this job you will lead, plan, direct and oversee the day-to-day activities and strategic direction for the enterprise Service Desk focused on driving issue resolution and enhancing the end user experience. You will collaborate with various IT stakeholders and OU leads across the company, to better understand/resolve issues, manage/prevent user escalations, and ensure delivery of quality of services to drive user productivity. You will be working within a Managed Services model and be responsible for managing a team of 60+ onshore and offshore resources.

As an IT Operations Manager , you will help power our planet, reduce carbon emissions, and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

A day in the life - Get ready to think big, work smart and shine bright!

  • Responsible for the performance management of the Service Desk team utilizing ITIL Process Model. Manage process and service performance metrics to drive operational efficiency and effectiveness.

  • Lead Service Management activities required to mature Service Desk best practices and achieve first quartile quality of services. Drive monthly Service Provider Meetings to review and approve the contractual performance of the Managed Service Provider.

  • Direct/oversee the operations of the Service Desk to exceed defined Service Level Agreements. Drive integration of the Service Desk and the Application Integration Command Center (AICC) to optimize incident and problem management.

  • Establish and mature Knowledge Management processes required to implement a shift left strategy. Shift left consists of driving automation, analytics and education to service desk agents on a highly complex application portfolio in order to achieve 85% first call resolution on all tickets and 95% first call resolution on Service Desk resolvable tickets (across 300,00+ calls a year).

  • Lead collaboration efforts with IT stakeholders and cross functional teams across Organizational Units to identify and implement process improvements to service operations and end user satisfaction. Participate in various IT Service Management Office & Operations (SMOO) governance committees and manage desired outcomes aligned with End-User Support Services (EUSS) tower.

  • Manage process for communicating important outage/critical activities to the organization. Review survey data/feedback (e.g., Voice of the Client, Remedy) and develop corrective action plan to improve services, tools, and end user experience.

  • Drive maturity and end user adoption across automation solutions and self-service capabilities.

  • Ensure Service Desk budget levels are met and aligned with strategic objectives and operational needs. Develop and maintain yearly, long term Capital and O&M budgets needed to maintain service desk operations and support the GRC (General Rate Case) and business goals.

  • Actively promote and ensure quality customer service for all services delivered, including managing all customer escalations and conflicts to resolve issues, rebuild customer trust and identify underlying cause of concern to prevent reoccurrence.

  • Manage employee performance of both direct and matrixed reports. Establish performance expectations and goals aligned with Company strategies, policies, and procedures.

  • Demonstrate Company values through decisions and actions. Promote the Company’s safety culture to ensure a safe work environment.

Qualifications

The essentials

  • Five or more years of experience managing/leading a project, unit or team.

  • Five or more years of IT experience.

  • Five or more years of analytical and solving problems experience.

  • Experience working within a Managed Services Model.

The preferred

  • Bachelor’s degree or higher.

  • Advanced technical knowledge, interpersonal skills, and management capabilities.

  • Ability to translate complex technical solutions to digestible user-friendly terms.

  • Experience with Design Thinking and Digital methodologies.

  • An understanding of AI and Analytics and associated personal capabilities.

  • ITILv3 certification(s) or experience working with the ITILv3 methodology.

You should know …

  • Visit our Candidate Resource page (https://www.edisoncareers.com/page/show/Candidate-Resources) to get meaningful information related to benefits, perks, resources, testing information, the hiring process, and more!

  • Relocation may apply.

Testing

  • This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. Please access our Information Guides (https://www.edison.com/home/careers/guides-for-pre-employment-tests.html) to reference test(s): Edison Leadership Workstyles (Test 8201). Candidates who have previously passed this assessment, in some cases, may not need to retest again for this position.

About SCE

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are 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.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.

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