Sr. Service Delivery Manager Job

Xcel Energy
Minneapolis, Minnesota
19 May 2019
25 May 2019
Oil and Gas
Contract Type
Full Time
Location(s): CO - Denver; MN - Minneapolis; WI - Eau Claire

Are you looking for an exciting job where you can put your skills, talents and education to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A professional position at Xcel Energy could be just what you're looking for.

Position Summary
Responsible for end to end service delivery for customer oriented enterprise processes including strategic planning, deployment, and steady state maintenance of customer applications and/or enterprise systems. Manages and facilitates prioritization of demand by collaborating with key stakeholders to identify customer requirements and user stories, assess impact to other systems, consider all alternatives, compare costs, and recommend solutions. Has responsibility for managing life cycle of customer applications, infrastructure, and/or network services in their portfolio. Has responsibility for understanding customer experiences and how systems can impact those customer experiences. In addition, the position is responsible for overseeing customer SOx controls and various other compliance activities surrounding customer and corporate data. Customer applications can include CRM, IVR, customer mobile applications, My Account,, meter applications, and customer information and billing systems.

Essential Responsibilities
• Portfolio and Financial Management - Assists Business Systems leadership in defining, refining and applying portfolio prioritization criteria. Manages IT demand including prioritization, release management, and requirements definition. Responsible to define requirements, manages scope, and coordinates delivery of solutions. Develops and manages budget. Provides oversight of IT investments in support of driving and realizing customer systems and customer experience objectives.
• Strategy and Planning - Develops and executes Customer Strategic Technology Plans and takes part in Customer Care, Marketing, CX, products and services, and other various customer oriented strategic planning sessions. Manages activities relative to customer IT Plans including application portfolio management, data security, disaster recovery requirements, SOx, and availability and fail-over capability of systems. Stays abreast of operational performance and impact to business.
• Relationship Management - Initiates and maintains key relationships with business partners to ensure processes are integrated to support business expectations. Communicates effectively with business peers, IT peers and vendors to solve business/technical problems and provide technical solutions. Drives resolution of key CX and customer business concerns quickly and effectively.
• Application, Infrastructure, and/or Network Support - Ensures delivery and support occurs effectively and efficiently. Drives quick resolution of issues in partnership with the support teams. Fosters enterprise systems life cycle management to ensure a current and cost-effective portfolio. Ensure that enterprise systems transition seamlessly from project to production.
• Resource Management - Providing guidance, leadership and mentoring. Develops resource plans to ensure optimum support for projects and day-to-day operation. Conducts performance reviews, provides input to pay decisions and implements positive discipline measures when necessary.
• Regulatory Support - Anticipates and responds to organizational and regulatory initiatives. Must understand and implement necessary procedures required to facilitate completion of operational changes. Serves as key respondent to all application audits.
• Business and Technology Acumen - Stays abreast of industry and technology trends to provide advice on strategic business and technology solutions.

Minimum Requirements
• Bachelor's degree in IT Management, Computer Science, Engineering or related discipline or equivalent work experience.
• Master's degree is highly desired.
• Ten years of enterprise systems support experience demonstrating a high level of responsibility supporting corporate applications, infrastructure, and/or network.
• Previous leadership experience preferred.
• Understands how to drive and implement strategic technology solutions in support of critical business functions.
• Demonstrated ability for independent decision making, supporting large customer groups, and providing guidance and direction to very visible projects.
• Demonstrated ability to assume higher level leadership roles and responsibilities in critical situations.

Preferred Requirements
• Ten years of customer systems support, analysis, and administration experience.
• Ten years of utility meter to cash systems and process support.
• Three years of experience working with Agile Development methods and tools.
• Three years of multi-channel or omni-channel customer systems release management, including but not limited to social, my account, customer mobile application, IVR, agent and field employee applications.
• Demonstrated understanding of systems access, incident management, change management, and SOx controls.


As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

Posting Notes: MN - Minneapolis || CO - Denver; MN - Minneapolis; WI - Eau Claire || United States (US) || Customer And Innovation || 56260:IT Svc Dlvry_CustCare&Solution || Full-Time || Non-Bargaining ||

Requisition Number: 18410
Equal Opportunity Employer: Minority/Female/Disability/Veteran
Individuals with a disability who need an accommodation to apply please contact us at

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