Division Manager, Technology

Tacoma Power is currently seeking our next Division Manager, Technology to join our Utility Technology Services (UTS) Department!

As a pivotal leader, the chosen candidate will play a crucial role in spearheading and overseeing the operations of the Utility Technology Services Service Management Office (SMO). This dynamic role involves leading multiple teams, being a leader of leaders and front-line managers for technology service management, technology asset management, Service Desk, Desktop Support and Systems Operation Support functions for Tacoma Public Utilities (Power, Water and Rail). This encompasses overseeing adherence to governance processes, and standards for technology services; developing the service portfolio and service catalog monitoring and assessing practices and processes; and facilitating the definition of service-level agreements. This role provides oversight and management for TPU-wide end user technology asset lifecycles.

As a key figure among other UTS Managers, the Service Management Office Division Manager plays a crucial leadership role in our continual commitment to continuous learning and innovation. We are actively seeking an experienced technology operations and business manager who can skillfully guide and inspire our committed staff and partners. The ideal candidate will also contribute to maintaining reliable operational services, ensuring consistent process execution, facilitating technology integration, and driving continuous improvement of service quality.

We invite you to apply for this opportunity where you can become an integral part of a robust leadership team that has a passion for both technology and public service! We encourage seasoned leaders to consider this role as a platform to contribute significantly to our mission and foster advancements in the realm of utility services.

Duties Includes: 

• Provides leadership for the Service Management program within UTS. Manages the process responsible for developing the strategy, plans, and operational capabilities necessary to assure the effective and efficient delivery of technology services provided by UTS to all TPU operating divisions. Ensures effective processes are in place for implementing, maintaining, and improving technology services and service delivery. 
• Sponsors the development and the implementation of short- and long-term IT Asset Management policy, strategy, and initiatives for Tacoma Public Utilities. Coordinates associated plans, initiatives, and decisions regarding the lifecycle of IT assets within the operating budgets for all TPU divisions. Overseas the development of IT Asset Management and Configuration Management systems. 
• Provides operational leadership and oversight for services provided by the UTS Service Desk, Desktop Support and System Operations Support teams in support of all TPU employees. Services include, but are not limited to, support for end-user computing; print and file server management on the TPU main campus and remotes sites; support for a hybrid workforce. 
• Ensure members of managed teams are trained in industry best practices for IT Service Management and IT Infrastructure Library (ITIL) frameworks, IT Asset Management and Vendor Management, LEAN IT, and Agile SCRUM frameworks. Foster a highly engaged and motivated workforce to provide ongoing operational support and services and meet the organization’s objectives.
• Participates in department and organization-wide strategy development, to include contributing, developing and providing recommendations for operational and organizational teams.
• Works closely with business stakeholders and across teams to understand business objectives, collaborate on strategies and projects, cultivate business relationships, and influence key decisions and challenges to create holistic resolutions.
• Responsible for informed decision-making related to division hiring, personnel issues, operational choices, organizational level strategic and tactical directions, and technology and vendor investments.
• Works closely with team managers to ensure acceptable vendor and supplier performance. This includes performance monitoring, issue resolution, vendor relationship management, review and processing of invoices and participation in contract negotiations and amendments.
• Additional management team activities: developing and delivering complex written material and presentations; developing and implementing technology service delivery performance metrics; administering and monitoring budgets and expenditures from multiple sources; bringing diverse perspectives to and participating in complex problem solving; taking ownership and responsibility of outcomes and support the implementation of organization-wide decisions; and creating and fostering a collaborative culture. 

Minimum Education*

Bachelor's degree in Information Technology or directly related field such as Business or Computer Science.
 
Minimum Experience*
 7 years of progressively responsible information technology experience in area of assignment including 2 years prior as supervisor or manager in information technology. Some assignments may require a background check.
 
Licensing, Certifications and Other Requirements
As Assigned:
 North American Electric Reliability Corporation Critical Infrastructure Protection (NERC-CIP)
 Some assignments may require a Washington State Driver's License
 
 *Equivalency: 1 year of experience = 1 year of education

Skills / Knowledge: 

• Working knowledge of the basic business functions of electric and water utilities.
• Understanding IT security principals and best practices for protecting IT services. 
• Basic knowledge of policies, procedures, standards, and practices associated with the NERC Critical Infrastructure Protection Reliability Standards.
• Experience in applying frameworks like ITIL (Information Technology Infrastructure Library) to improve service delivery and technology asset management.
• Experience and understanding of technologies within the domain of responsibility: office computing systems including hardware, software, and network infrastructure used for productivity, communication, and collaboration in a business setting.
• Experience with increasing responsibility in leading, managing, and supervising staff.

 Desirable Skills/ Knowledge:

• ITIL Foundations Certification, Advanced ITIL practitioner certifications, LEAN IT, Certified IT Asset Manager, Agile Scrum knowledge, Service Desk and Desktop Support operations management and managing a hybrid work force.
• Demonstrated strong leadership, management, and supervisory abilities. Understanding of the principals and practices of supervision, personnel administration and interpersonal skills using tact, patience, respect and courtesy while still being decisive.
• Exceptional analytical and problem-solving skills. Excellent verbal and written communication skills. Self-motivated. Ability to analyze situations and adopt an effective course of action. Adaptable to changing environment, change management champion. Treat sensitive information with discretion and confidentiality

This recruitment is being managed by Kye Merritt if you would like to be notified of similar opportunities, or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn!
 
City of Tacoma Commitment to Diversity and Inclusion
Tacoma's diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma's entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
 
The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.

Tacoma Power
Tacoma Power is an almost 100% hydroelectric, municipally-owned public power utility, located in Tacoma. We serve approximately 180,000 customers as one of the three operating divisions of Tacoma Public Utilities, alongside Tacoma Water and Tacoma Rail. As one of the most livable, walkable cities in the country, you'll find that Tacoma is a great fit for all interests with places to bike, run, hike, and explore. It has the perks of a big city and the charm of a small town.
 


Apply 
Interested individuals should apply online and attach a detailed resume and cover letter that includes job experience, major responsibilities and accomplishments related to this position.

Applications will be reviewed as they are received for interview consideration.
 
Reference checks will be conducted on final candidates and appointment is subject to passing a background check.

Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.
 
If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400.

Salary : $170,165 - $239,595