IT Operations Service Manager, Principal

Location: Fairfield, California

Requisition ID # 157547-en_US

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Our IT professionals are at the enterprise's core, leveraging modern technology to deliver safe and reliable energy to our customers. We use AI, the cloud, data science, and the latest tools and programming languages to solve hard, interesting problems and tackle challenges like the ever-growing threat of climate change, wildfires, and breaches of cyber security. Join us and experience the satisfaction of being a technology enabler for a company that leads the industry in innovation.

• Entry, Mid, Senior, Executive

• Full-Time

Success Profile

What makes a successful Team Member at PG&E? Check out the top traits we’re looking for and see if you have the right mix.

• Adaptable

• Collaborative

• Creative

• Curious

• Results-driven

• Thoughtful

Benefits

PG&E is proud to provide a comprehensive benefits program to help you take care of your physical, emotional and financial health. In addition to the offerings below, you can expect inclusive programs in areas such as performance recognition, training and employee development, mentoring and more.

Paid Time Off

Vacation, Sick Hours, Holidays, Family Leave

Employee Resource Groups

16 ERGs at the core of our DEIB culture that support employee development and foster business relationships

Professional Development

Leadership and Employee Development Courses, LinkedIn Learning, Mentoring Program and up to $8,000 for Tuition Reimbursement

Healthcare

Low-Cost Medical, Dental, Life/Accident/Disability Insurance and Free Vision

Healthcare & Dependent Care FSA

Pre-tax employee-funded accounts that cover certain out-of-pocket medical and dependent care expenses

Retirement Plans

401(k) Matching up to 8% AND Cash Balance Pension (no Cost to you)

Job Details

Requisition ID # 157547

Job Category: Information Technology

Job Level: Manager/Principal

Business Unit: Information Technology

Work Type: Hybrid

Job Location: Fairfield

Department Overview

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

Position Summary

The Information Technology Operations Service Manager, Principal functions as the single-point of contact to key and executive-level partners & customers for IT outages and Incident Management related activities. The Service Manager has overall responsibility for supporting PG&E's IT Infrastructure & Operations business vision by improving service quality, increasing capabilities through the development/deployment of core business processes, providing root cause expertise, analysis, and leadership for quality implementations of new technology, while focusing on growing productivity, and facilitating organizational and business effectiveness. The responsibilities include but are not limited to analysis, oversight, and coordination of escalated operations events related to IT systems, applications, and equipment.

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

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. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

A reasonable salary range is:

Bay Area Minimum: $126,000.00

Bay Area Maximum: $200,000.00

OR

California Minimum: $120,000.00

California Maximum: $190,000.00

Job Responsibilities

• Serves as a company-wide subject matter expert on Incident Management with an active role in Problem Management.

• Actively participates in the company’s CAP and Root Cause Analysis programs.

• Manages the planning, development and implementation of emergency incident restoration and recovery efforts.

• Evaluates methodologies, tools, processes, procedures and technology assessing potential fit, benefits, and impacts for engineering work and projects assigned.

• Identifies and applies remediation strategies to mitigate IT service gaps.

• Initiates major outage communication technical bridges and outage notification event communications.

• Compiles, validates, and reports measurements of outage management.

• Works with the business functional areas to establish and maintain a roster of critical and essential processes.

• Leads staff to accomplish results through effective recruitment and selection, training and development, performance management and rewards and recognition.

• Participates in governance committee decision-making and supports committee efforts to evaluate feasibility, cost effectiveness, organizational impact and/or perceived value of deliverables.

• Perform IT leadership role for IT Emergency response in support of the IT Coordination Center (ITCC).

• Participate in a 24x7 oncall rotation.

Qualifications

Minimum:

• BA/BS degree or equivalent work experience in computer science, information systems, engineering or other related field

• Leadership experience, IT-Information Technology, 8 years

• Experience as Project Manager, large projects, 2 years

• Ability to travel up to 10 percent of working time

• Ability to work rotating on-call schedule

Desired:

• Master’s degree in job-related discipline or equivalent experience

• Utility industry experience

• Strong understanding of how technology supports the business and plays a key enabler/support role

• Incident Management experience

• Collaborates effectively across functional teams

• Experience working with staff across diverse IT disciplines

• Ability to work with staff at all levels of an organization (individual contributor to executive leadership)

• ITILv4-Information Technology Infrastructure Library Foundation certification

• ITILv4-Information Technology Infrastructure Library Manager certification

• LSS-Lean Six Sigma Certification

• PMI-Project Management Institute PMP-Project Management Professional certification