Manager, Operations Service Delivery

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration, innovation and outcomes. We want you to join our team!

Position Overview:

The Operations Service Delivery Manager isresponsible forhands-on technical end-to-end delivery of operational services to all internal stakeholders across 24/7/365 shifts. Thisrole ensures thatservice levels are consistently metor exceeded, operational processes areefficient andcompliant, andclient satisfaction remains high. Thetechnical seasoned manager leads cross-functional teams, drives continuous improvement initiatives, and actsas a key escalation point forservice-related issues.

Location: Hybrid, downtown Pittsburgh, Pennsylvania.

Key Responsibilities:

• Manage via a hands-on approach the daily operations ofservice delivery, ensuring timely and high-quality execution of services serving as IT's only 24/7/365 department
• Responsible for delivering key support services including but not limited to Mainframe Management, Interrogation Processes, Backup Reporting, Data Center Operations, Emergency Changes and IT Communications both within IT as well as with the business
• Manage people, process and technology associated with our Batch Management responsibilities
• Transform operations center delivery plans, process maturity and visibility across the Enterprise including Azure tooptimize efficiency, consistency as well as both depth and breadth of services
• Design, monitor, and drive service level management performance using KPIs and analytics across IT identifying trends andareas for improvement
• Serve as an escalation point in a 24/7/365 on call schedule for complex service interruptions andcustomer issues, driving resolution and rootcause analysis
• Assume ownership of key ITSM process, leading the ongoing maturation of Availability, Capacity, Asset and Configuration, Major Incident, Event and Problem Management
• Lead, mentor, anddevelop Operations service delivery teams, providing regular feedback, coaching, and training to ensure highperformance, consistent execution andengagement
• Ensure compliance including regulatory requirements andcompany policies throughout theservice delivery life cycle of all owned ITSM processes
• Collaborate with internal departments, suchas other IT departments, Operations, Business Continuity, and Customer Services toensure alignment andseamless service delivery
• Prepare and present regular reports and metrics onoperational performance, service quality, andimprovement initiatives
• Foster a culture ofcontinuous improvement, leveraging best practices, standard methodologies and technology toenhance operational excellence

Education & Experience:

• Bachelor's degree in Information Technology, ora related field (preferred)
• 7+ years of experience in operations, service delivery, or customer-facing roles
• At least 3 years in aleadership ormanagement capacity (preferred)
• Strong technical problem-solving, conflict resolution, andadaptability skills in a fast-paced environment
• Strong understanding ofservice management principles including ITIL and COBIT bestpractices
• Relevant certifications including ITIL, PMP, CompTIA, Microsoft 365 MCSA, MCSE and Cloud Platform certifications are a plus
• Experience managing vendor relationships andcontractual compliance
• Proven ability tolead, motivate, anddevelop high-performing teams
• Excellent communication, negotiation, and relationship-building skills
• Analytical mindset withexperience using data and KPIs to drive decision-making andprocess improvement
• Proficiency in project management methodologies and tools, with ability to plan, execute, and monitor projects effectively
• Ability to manage multiple priorities under pressure and adapt to changing business and technical environments

Skills & Abilities:

• Excellent communication, negotiation, and relationship-building skills
• Analytical mindset withexperience using data and KPIs to drive decision-making andprocess improvement
• Proficiency in project management methodologies and tools, with ability to plan, execute, and monitor projects effectively
• Ability to manage multiple priorities under pressure and adapt to changing business and technical environments

Scope:

Primary focus is on day to day management of operational execution also develops and exercises business plans, policies, and procedures. Contributes to proactive planning exercises of management team as requested. Trains and develops staff. Plans the work flow. Looks for areas of process improvement and directs available resources to accomplish this. Leads changes and implementations for direct team as pushed down through the organization.

Decision Impact:

Resolves problems of a greater complexity than the former. Improves existing processes & systems using conceptualizing, reasoning, & interpretation skills. Solutions require through understanding of business strategies and issues. Defines broad based solutions that would require consideration of wider implications on organization results & resources.

Hybrid Work

Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company.Examples of storm roles could include but are not limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

Data Governance

Utilize data to make business decisions as appropriate for the position, support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at HR@duqlight.com and describe the specific accommodation requested for a disability-related limitation.