IT Outsourcing Management, Advisor

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Become an IT Outsourcing Management, Advisor at Southern California Edison (SCE) and build a better tomorrow. In this job, you'll play a key role of a Service Manager, managing services and ensuring quality and integrity of the services (for the specific set of applications in Transmission & Distribtion and SPE) through service management, good understanding of IT services, Incident Management, Problem Management, Scope, OLAs and SLAs. You will work as part of a small team within the Asset Management portfolio reporting to the manager of Asset Management application development and maintenance. You will be required to develop understanding of both business and IT requirements for capacity management as well as managing non-functional requirements and process consistency. You will be required to plan and optimize the availability of IT applications through collaboration with various IT teams (like Infrastructure, Cyber security, Software License etc.) and understand business needs ensuring our production system availability is compliant. Engage closely with Release and Deployment Management ensuring scope addition to operation is being done cleanly without any impact to production and manage quality and control risks. You will work with Supplier Performance Management with understanding of key business needs, SLA and OLAs, ensuring accountability from vendor partners. You will closely manage customer escalations with good understanding of customer environment and technology trends, drive CSAT (Customer Satisfaction) and VOC (Voice of Client) from users. Ensure compliance and maintain and oversee the access rights of the applications.

• Oversees and ensures services are being delivered on time and upholds terms of the contract via governance
• Ensures software renewals are maintained and up to date with the latest software versions
• Collaborates with other IT teams to ensure appropriate integration of operational activities
• Analyzes and improves application service delivery to meet business needs
• Facilitates the resolution of application and operational issues with service providers
• Performs peer reviews on site visit documentation to ensure quality assurance
• Identifies risks and establishes controls on newly outsourced services and activities
• Conducts validation to ensure issues and risks noted during site visits are rectified or mitigated adequately and timely
• Analyzes and reports on operational health to business and IT leadership
• Provides technical expertise to ensure efficient service delivery to business users and to meet business expectations
• A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.

• Seven or more years of experience with IT Operations in a managed services environment.

• 2 years of experience working with GIS CAD tools (AutoCAD, desktop or enterprise GIS, GIS databases, FME, ect.).
• Excellent communication skills for interacting with stakeholders, teams, and customers
• Strong analytical and problem-solving skills to identify and resolve issues.\u202f
• Ability to manage multiple projects and tasks effectively
• Strong customer service skills to ensure user satisfaction
• Ability to contribute to the overall strategic direction of application services
• Strong understanding of application development methodologies and tools
• Analytical, critical thinking and problem-solving skills.
• Proactive, driven and capable of delivering results.
• Experience in leading and collaborating with cross-functional teams, clients, and vendors.
• Experience in process development and optimization, with a focus on enhancing operational efficiency and effectiveness.
• In-depth knowledge of the applications used by utility Transmission, Distribution, Operations and Planning organizations.

• This position's work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days.\u202f Unless otherwise noted, employees are required to work and reside in the state of California.\u202f Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chane Ordinance for Employers and the Califronia Fair Chance Act.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!