Department Manager - Enterprise Technology & Security - Application Managed Services (Run Team)

Overview

The Department Manager for the Enterprise Technology & Security (ETS) Application Managed Service (Run) team leads and directs teams responsible for ensuring expected value from outsourced application management services. This role manages a team overseeing application service delivery through the Managed Services Provider. The Department Manager ensures services are delivered according to agreements, service levels are maintained and improved, vendor relationships remain strong, and day to day service issues are minimized. The role is also accountable for overall service quality and for ensuring Con Edison receives optimal business value from ETS services.

In addition, the Department Manager oversees Service Delivery Managers, conducts performance reviews, monitors service levels, and develops or updates SLAs and metrics. The position leads planning and forecasting for outsourced service consumption and quality. This role will be the primary point of contact for evaluating, selecting, and onboarding new Managed Services Providers for Application Management Services, including leading bidder evaluations, documenting recommendations and socializing to Executive leadership, and managing vendor transitions. The manager works closely with ETS leadership, ITIL process owners, architects, and the Vendor Management Office to ensure services align with Con Edison strategies, policies, and standards throughout the full-service lifecycle.

This position does not provide employment pursuant to the terms of a STEM OPT Training Plan.

Responsibilities

• Direct and lead a high performing inclusive/collaborative team to ensure that value is achieved as anticipated from the outsourced relationships under management. The Department Manager ensures that the overall services are delivered as stated in the agreement, that the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services performed by suppliers(s) are minimized
• Oversee planning and forecasting of outsourced service consumption and quality of service across services. The Department Manager is responsible for ensuring Con Edison satisfaction with the ETS services delivered and ensures that is gives the optimum business value to the business organizations supported
• Act as the liaison for managed services for application management with ETS leadership, Business leadership, and Cognizant leadership, and report on service statistics and status to Executive leadership within and outside of ETS
• Evaluate, select, onboard, and transition to new MSP contract. Lead the Application Management Services portion of the tower as part of the selection team
• Maintain relationship with suppliers to ensure the effective delivery of services in scope, Act as contact person with Supplier regarding service delivery requirements, issues, changes and performance
• Manage and oversee supplier performance relative to Service Level Agreements, compliance, and controls
• Provide direction on significant, high-impact issues requiring coordination with all internal ETS groups and other organizations, including vendors to ensure that issues are addressed. Directs team members as required for resolution
• Develop effective business relationships and manage and maintain open and effective communications with all stakeholders
• Supervise the development and evaluation of roadmaps for applications under service
• Ensure compliance with Con Edison strategy, policies and standards for the entire lifecycle of the services delivered
• Support the appropriate implementation of Transition, Transformation and continuous improvement initiatives
• Support ETS process improvement including recommending opportunities for systems or process improvements
• Perform other related tasks and assignments as required

Qualifications

• Bachelor's Degree and a minimum of 8 years of related full-time work experience or
• Master's Degree and a minimum of 6 years of related full-time work experience

• Bachelor's Degree in IT, Computer Science, Business Administration, Engineering or Decision Sciences such as mathematics, analytics and quantitative methods and a minimum of 8 years of related full-time work experience in managing application service delivery or related service delivery through a Managed Services Provider or managing teams that provide application support or
• Master's Degree in IT, Computer Science, Business Administration, Engineering or Decision Sciences such as mathematics, analytics and quantitative methods and a minimum of 6 years of related full-time work experience in managing application service delivery or related service delivery through a Managed Services Provider or managing teams that provide application support

• A minimum of 4 years designing, developing, implementing or supporting technologies in one or more IT domains, e.g. applications, data, solution, infrastructure, process change management, required
• A minimum of 5 years' experience in Leadership or managerial environment, required
• A minimum of 3 years' experience in contract management including negotiations, required
• Ability to interact with senior leadership, external stakeholders and communicate technical concepts to a non-technical audience, required

• Ability to inspire and develop staff
• Strong written and verbal communication skills
• Ability to drive multiple projects to successful completion

• Driver's License Required
• Project Management Professional (PMP) Preferred

• Ability to push, pull, and lift up to 40 pounds
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Willing and able to travel within Company service territory, as needed
• Flexible and able to work off-hours as required to support deployments, resolve production problems or respond to corporate emergencies