The Operational Technology (OT) Service Delivery Manager will be responsible for developing, managing, and delivering common business shared service support to Operational Technology (OT) teams. This role encompasses the delivery of services including business analysis, project management, product management, business relationship management, organizational change management and other common business support functions. Additionally, this role will be responsible for partnering with Information Technology Services for the provision of these services and the development and management standardized financial and business reporting methodology, processes and tools for all OT teams.

• Stand up and manage common shared services for business support functions for OT teams, including financial reporting, business analysis, project management, change management, procurement and other business support. Create a common set of procedures for support services, to align expectations and simplify process & delivery; ensure adequate service levels for delivered shared services. Analyze ongoing business support needs of OT teams and expand services as needed, including addressing future organizational design changes.
• Develop, monitor, and deliver the OT transformation projects and change management efforts, in collaboration with Power System, Information Technology Services, Cyber Security Services and Organizational Change Management (OCM) teams. Represent business interests by participating in the OT planning process.
• Develop, prioritize, and coordinate work plans and projects, ensuring team adherence to project milestones. Maintain accountability for project timelines and ensure effective communication of project status updates. Collaborate with Information Technology Services to source project requirements and standardize and improvement of project management methodology, processes and tools.
• Drive critical discussions with diverse stakeholders, effectively handling varying viewpoints. Utilize superior decision-making and coordination skills in ambiguous situations. Act as a trusted advisor, influencing stakeholders to act on product and technology matters.
• Understanding of Operational Technology competitive landscape and technology stacks in power networks, e.g., Generation, Transmission, Distribution. Knowledge of power networks, technology impacts across cross-functional teams, with ability to manage complex technology solutions and related impacts across cross-functional teams.
• Facilitate communication and collaboration while promoting effective relationship between business users and technology providers.
• Develop and leverage internal and external partnerships to maximize accomplishment of objectives.
• Provide embedded technology product management to enable strategic and tactical alignment, relationship and domain expertise, and development and maintenance of best practices across OTS.
• Handles other projects and duties as assigned.

Leadership Responsibilities

• Lead the OT Service Delivery Team and oversee the development, management, and delivery of common business shared service support to Operational Technology (OT) teams.
• Provides direct reports with a clear direction while setting appropriate standards of behavior.
• Delegates work appropriately and fairly while motivating and empowering others.
• Demonstrates an interest in and understanding of others.
• Adapts to the team and builds team spirit and recognizes and rewards the contribution of others.
• Sets clearly defined objectives and identifies and organizes resources needed to accomplish tasks. Monitors team member performance against deadlines and milestones.

• Proven leadership capabilities, with experience in team development, talent management, and resource management in a shared service setting.
• Expertise in project management methodologies and tools.
• Experience delivering large-scale technology transformation projects, engaging a variety of stakeholders.
• Demonstrated ability in financial management and budgeting.
• Experience designing and implementing change management strategies.
• Excellent interpersonal, verbal, and written communication skills.
• Strong relationship builder and ability to influence others and manage change effectively across multiple departments.
• Knowledge of operational technology in power networks or related sectors where operational technology is used.
• Innovative mindset, with experience leading organizations through transformational change and creating a culture of innovation.

Experience

• Minimum of 8 years cumulative and progressive professional experience
• 7+ years of experience in a leadership role in a shared service organization or a related field
• 5+ years of experience in designing, setting up, or delivering a shared service organization within the technology and power space, including overseeing support functions of financial planning and reporting, business analysis, project management, procurement, change management, and other support functions.

Education

• Completion of a Bachelor’s Degree from an accredited institution that prepares the employee for the assignment.