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End User Service Delivery Program Manager


Orange, CT, US



This IT Senior Manager will manage the AVANGRID new Digital Workplace environment, including End User Service Delivery and Software Packages. This role will also manage the new IT Excellence office, IT Communication Services and the IT Virtualization office.This is a new position within the IT organization in AVANGRID, consolidating all areas of end user services with workplace virtualization and IT quality assurance to create a transformed Digital Workplace environment.Reporting directly to the IOC Executive Director, this position is responsible for leading and strategize  the Digital Workplace environment, ensuring integrity and quality, and directing the technology environment to improve the end user experience in AVANGRID

General Management: This position is a senior level IT management position responsible for multiple layers of geographically dispersed skilled technical staff.  The candidate must have well developed management and leadership skills, be skilled in vendor negotiations, and have executive level presentation and communication skills.

Global Coordination: Act as a local point of contact within the global infrastructure organization.  In this role, the position will work closely with the AVANGRID IOC Managers and IBERDROLA Global Infrastructure organization to set global priorities to ensure organization and AVANGRID technological roadmaps are met in the Workplace area.. The position will represent the local organization on the AVANGRID infrastructure committee and be responsible for ensuring global standards, best practices and contracts are enforced and implemented.  It is key that this position leads the team to consolidate, harmonize and build a one-IT team at AVANGRID

Local IT Service Delivery: Responsible for managing the different IT service contracts to provide internal customers with the agreed service level.  Coordinate with the Global team to implement and maintain the best operational practices, supplier management and standards to deliver best value services to the local businesses.

Local IT Project Delivery focus: Ensure project delivery on time and on budget with the proper architecture and infrastructure to support new business projects.

IT Architecture: Responsible for understanding corporate IT strategy and architectural direction. In this capacity, the position is responsible for deploying correctly that strategy to meet high level business needs and ensure the solutions are implemented in a suitable and supportable manner.

Skills and Requirements

Bachelor's Degree in telecommunications/computer information systems or the equivalent combination of education and experience.  

7+ years of broad based experience in technology leadership, management and/or other related areas.

10+ years working in an IT Department in any capacity

5+ years of IT Projects coordination experience.

Demonstrated history of exceptional customer service. Ability to understand end users’ requirements, concerns and manage interaction between different parties

Demonstrated history managing workplace vendors and contracts, including but not limited to Microsoft contracts.

Demonstrated Experience with Virtualization Platforms (Citrix) and hyper converged virtualization solutions

Strong history of managing complex efforts with demanding customers.

Strong technical background and understanding of digital workplace technologies.

Proven experience providing executive reporting level

Experience working with Service Management approach (ITIL V3 preferably)

Experience with ticketing tools in managing incidents and services requests

Experience with Service Now, Office 365, Microsoft Teams, WebEx, Windows OS

Proven experience in strategic project execution, strategic planning, risk management, and change management while engaging and influencing various stakeholders at all levels across the company. 

Ability to organize, prioritize, and coordinate multiple work activities and meet target deadline

Ability to communicate with and influence technical and non-technical customers, colleagues, and vendors. Ability to share knowledge and mentor and manage less experienced team members

Working times could vary and might include starting early in order to meet with team members across the US or Europe.

Travel within the US and to Europe could be required from time to time.

Strong commitment to personnel safety and IT security.

Preferred Qualifications

Masters in Computer Science or other technical field and/or MBA.

Program / Project management certification as PMI, ITIL.

Knowledge of the operational functions of a power generation organization and the systems and networks required to support these functions.

Knowledgeable with all aspects of managing a Data Center


  • Develop Self & Others
  • Empower to grow
  • Collaborate & Share
  • Be a role model
  • Focus to achieve results
  • Be agile

AVANGRID employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties.



AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or

Nearest Major Market: New Haven
Nearest Secondary Market: Hartford

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