Sr Manager, IT - Service Delivery (Customer Systems)

Date: Sep 16, 2022

Location: The Woodlands, Texas, United States

Company: Entergy

Posting End Date:  

Work Place Flexibility: Hybrid 


***The preferred location for this position is The Woodlands, TX. New Orleans, LA and Little Rock, AR will also be considered***



The Sr. Manager of Customer Systems will serve as a key member of the Customer Systems & Innovation leadership team with responsibility for the development and implementation of application services for the Customer organization. The Sr. 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 Sr. Mgr.  is responsible for understanding the business, aligning IT strategy with overall business strategy and Entergy strategic imperatives, assisting in project prioritization, and ensuring that projects align with the IT standards.


Sr. Mgr. will lead teams responsible for the applications supporting the Customer functions. Application portfolio will include but not 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.



For the assigned portfolio of application technologies:

  • Establish and maintain appropriate business relationships with customers to ensure alignment and a voice for the business within IT
  • Develop strategic plans and roadmaps for new applications to support business objectives and increase the sharing of information across systems.
  • Manage a team of development and support personnel. This team provides both expertise and technical delivery of Entergy's platforms and systems. 
  • 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 and external stakeholders to determine technology needs and design solutions.
  • 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.
  • Provide ownership for software contracts and renewals, ensuring that we are properly licensed to deliver the expected services


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
10+ years of experience managing application development and/or operational processes.

Minimum knowledge, skills and abilities required of the position

  • Stakeholder management and high-level communications
  • Strong working knowledge of software development lifecycle and methodologies, demonstrated ability to lead diverse teams,
  • Managing large project implementations and related budgets, personnel, risk and contingency plans
  • Vendor oversight and management, including experience in outsourcing and offshore support
  • Strong understanding of the utility business and company strategy
  • 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)


Primary Location: Texas-The Woodlands  
Job Function: Information Technology
FLSA Status: Professional
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 108688
Travel Percentage:25% to 50%


An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the full statement.



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.

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