Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, LLC 

***This is a hybrid position in The Woodlands, TX. Relocation assistance and sponsorship is not provided. The official job title for this position is Mgr, IT - Service Delivery.***

JOB SUMMARY/PURPOSE

The Manager of Customer Systems will serve as a key member of the Customer Systems and innovation leadership team with responsibility for the development, implementation and maintenance of application services for the Customer Organization. The Mgr. will devise strategies to improve business practices, choose appropriate applications and program new digital solutions with focus across customer contact, sales, and service value chains. The Mgr.  is responsible for understanding the business, aligning IT strategy with overall business strategy and Entergy strategic imperatives, assisting in project prioritization, ensuring that projects align with the IT standards, and that all respective customer systems are reliable and secure.

The Mgr. will lead teams responsible for the applications supporting the Customer functions. The application portfolio will include but not be limited to digital customer self-service channels, customer relationship management, automated customer messaging, and internal customer service solutions.  The role is responsible for delivering assigned projects on time, on budget, with first time quality, and adherence to business requirements while standardizing/rationalizing technical platforms, as well as operational oversight of the day-to-day support activities performed.

JOB DUTIES/RESPONSIBILITIES

For the assigned portfolio of application technologies:

• Be able to drive improvements that impact our commercial customers journey through leading teams to develop improvements in Salesforce
• Establish and maintain business relationships with customers to ensure value is delivered to internal and external customers.
• Develop strategic plans and roadmaps for new applications to support business objectives and increase the sharing of information across Salesforce systems (Rate Admin tools, MyEbusiness, C&1 360, Contract Lifecycle Management, Outage Broker, MyMarketing, etc.)
• Manage a team of development and support personnel that focuses to deliver value by working on break/fix, requests, defects, and ideas.
• Support major events as part of the Incident Management process to ensure systems are meeting expectations and resolve all system issues as they may arrive.
• Work with other IT functions and internal/external stakeholders to determine customer channel failure modes and establish processes to mitigate customer impacts.
• Provide day-to-day support and oversight of suppliers delivering services to meet the business need while maintaining compliance with corporate policies and regulatory requirements.
• Provide ownership and guidance to ensure projects are executed on time, on budget and to the expected business outcomes of the project
• Forecast and review financial information to ensure team operations are within budget.
• Serve as leader and participate in team’s 24 hour on-call rotation.

 MINIMUM REQUIREMENTS

Minimum education required of the position

Bachelor's degree in Computer Science, Management Information Systems, Engineering or other technical area of study OR equivalent work experience; advanced degree is a plus.

Minimum experience required of the position

• 5+ years of experience managing application development and/or operational processes.
• Have experience working / supporting Salesforce applications or CRM Teams.
• Stakeholder management and high-level communications
• Strong working knowledge of software development lifecycle and methodologies, demonstrated ability to lead diverse teams,
• Vendor oversight and management, including experience in outsourcing and offshore support
• Experience support 24x7 customer-facing applications
• Critical thinker with strong problem-solving skills
• Excellent verbal and written communication skills and the ability to communicate concepts to technical and non-technical audiences.
• Strong working knowledge of software development lifecycle and methodologies

Any certificates, licenses, etc. required for the position

• ITIL V3 (desired)
• Certified ScrumMaster® (desired)
• Kanban Management Professional (desired)
• PMP or PgMP (preferred)
• PMI Agile Certified Practitioner (desired)
• SAFe Agilist (Exam:SAFe® 4 Agilist) or Certified Disciplined Agilist (desired)

#LI-TR1

#LI-HYBRID

Primary Location: Texas-The Woodlands Texas : The Woodlands 
Job Function: Information Technology
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 119362
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Equal Opportunity

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment.  Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.