Manager, Contact Center Applications (Business Technology)

Requisition ID # 154200 

Job Category: Information Technology 

Job Level: Manager/Principal

Business Unit: Information Technology

Work Type:

Job Location: Oakland

 

 

Department Overview

Information Systems Technology Services is a unified organization comprised of various departments which collaborate effectively in order to deliver high quality technology solutions.

 

Position Summary

Oversees IT solutions, development, and delivery of PG&E system applications. Directs teams responsible for solution/portfolio strategy & planning, business architecture, requirements definition, program and project delivery & deployment, application development, testing/quality assurance, and operations & maintenance support. Ensures alignment of the IT strategy, services, investment decisions, and delivery structures and processes with the business units and enterprise IT direction and objectives.

 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job.  The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity.  We would not anticipate that the individual hired into this role would land at or near the top half of the range described below, but the decision will be dependent on the facts and circumstances of each case.​

 

A reasonable salary range is:​

 

Bay Area Minimum: $136,000.00

Bay Area Maximum: $232,000.00

 

Job Responsibilities

• Analyzes portfolio performance, and recommends changes in investment mix to achieve goals; uses reporting tools to monitor portfolio activities, and regularly brief IT and business leaders on portfolio performance.
• Manages the successful implementation of new/enhanced systems on time, in scope and within budget
• Provides and manage operational support and maintenance for system applications; may provide 24x7 support
• Reviews and recommends sourcing strategies for projects, and works with business-unit and appropriate IT personnel to ensure the distribution of IT resources and to set priorities based on business goals
• Acts as a liaison and conduit for information flow between the department team and the rest of the IT and business community, as well as with appropriate external stakeholders; manages the efficient and effective resolution of issues.
• Achieve results through others by setting and communicating goals and metrics, monitoring progress; providing ongoing coaching and feedback, and reinforcing behaviors that drive high performance.
• Manages the assessment of risks and the execution of plans to mitigate the risks.
• Communicates and champions the requirements necessary to execute the IT portfolio.
• Conducts analyses of asset deployment, use and acquisition, and dispose of nonperforming assets; evaluates and assess risks as part of the life cycle analysis of portfolio components.
• Develops and manages service level agreements with business partners.
• Develops, prioritizes, coordinates and communicates the goals and processes necessary for implementing the portfolio and critical projects
• Ensures compliance to Standards/regulations and governance processes
• Ensures staff has the resources and skills needed to support all projects
• Establishes individual and department objectives that are aligned with organization goals. Implements PG&E practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
• Manages the identification, analysis, valuation and execution of system investments for project delivery and support operations; manages the execution of technology roadmaps.

 

Qualifications

Minimum:

• Bachelors Degree in Computer Science or job-related discipline or equivalent experience
• Experience in IT-Information Technology, 8 years

Desired:

• Experience in Customer Care Systems, such as IVR, Cisco UCCE, Salesforce and Voice recording solutions
• Masters Degree in Business Administration or job-related discipline or equivalent experience
• Utility industry experience
• Leadership experience, IT-Information Technology
• Experience in operations
• PMI-Project Management Institute PMP-Project Management Professional certification