Join the Clean Energy Revolution
Become an Information Technology Outsourcing Management, Advisor at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll be responsible for overseeing the services that fulfill SCE’s business requirements within the Customer Service Meter-to-Cash (M2C) portfolio. You will provide strategic guidance and management to the Managed Service Providers to ensure effective service delivery to M2C business users. You will also manage the daily operations necessary to support and maintain M2C applications, address application service issues, and ensure customer satisfaction throughout the service process. Additionally, you will coordinate and communicate with the business units, various IT teams, and leadership to ensure seamless integration of operational activities.
Key focus of role:
- Partner with Managed Service Providers: Manage daily operation for SAP IS-U application to support SCE customer usage & billing, credit & payment business groups. Ensure application availability and service quality performance measures are met per Business Service Level Agreement and contractual obligations.
- Project and Enhancement: Delivery Support: collaborate with IT project delivery and enhancement team to ensure successful implementation and transition to operation.
- Client Engagement: Manage business relationships and provide comprehensive customer support to help Customer Service Organization meet their KPI targets for billing and credit & payment.
- Portfolio Management: Work closely with IT architects, engineers, infrastructure, and service providers to develop and maintain technology roadmap for applications within area of responsibility. Ensure IT solutions comply with regulatory requirements and data governance policies.
- Vendor Relationship: Coordinate with external vendors and service providers to address defect, enhancements, software updates, and complex technical issues. Ensure timely response and issue resolution as defined by vendor Service Level Agreements.
As an Information Technology Outsourcing Management, Advisor, your work 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?
Responsibilities
- Oversees and ensures services are being delivered on time and upholds terms of the contract via governance
- Ensures software renewals are maintained and up to date with the latest software versions
- Collaborates with other IT teams to ensure appropriate integration of operational activities
- Analyzes and improves application service delivery to meet business needs
- Facilitates the resolution of application and operational issues with service providers
- Performs peer reviews on site visit documentation to ensure quality assurance
- Identifies risks and establishes controls on newly outsourced services and activities
- Conducts validation to ensure issues and risks noted during site visits are rectified or mitigated adequately and timely
- Analyzes and reports on operational health to business and IT leadership
- Provides technical expertise to ensure efficient service delivery to business users and to meet business expectations
- A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.
Minimum Qualifications
- Seven or more years of experience with IT Operations in a managed services environment.
Preferred Qualifications
- Bachelor’s Degree or higher in Information Technology, Computer Science, or related major.
- Two (2) or more years of experience with working/ managing applications such as SAP IS-U, Itron MDMS/IEE, Itron MDUS and OpenText Exstream.
- Three (3) or more years of experience working with databases such as HANA, Oracle, and SQL and data warehouses such as SAP BW and Snowflake.
- Three (3) or more years of experience with the Agile workflow process and operating modes such as DevOps, Waterfall, Product Lines, Value Streams and SOX compliance.
- Experience in the utility industry.
- Four (4) or more years of experience with business requirement gathering and project management.
- Experience with ITIL or other service management frameworks.
- Experience with having technical conversations or making technical presentations to both technical and non-technical audiences.
- Strong communication and interpersonal skills, with the ability to work effectively with finance professionals.
Additional Information
- This position’s work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to work and reside in the state of California. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
- Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
- Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
- The primary work location for this position is Rosemead, CA However, the successful candidate may also be asked to work for an extended amount of time at either Irwindale, CA or Pomona, CA work locations.
- Position will require up to 25% traveling and being out in the field throughout the SCE service territory.
- Relocation does not apply to this position.
About Southern California Edison
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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