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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** is responsible for hands-on technical end-to-end delivery of operational services to all internal stakeholders across 24/7/365 shifts. This role ensures that service levels are consistently met or exceeded, operational processes are efficient and compliant, and client satisfaction remains high. The technical seasoned manager leads cross-functional teams, drives continuous improvement initiatives, and acts as a key escalation point for service-related issues.

**Location:** Hybrid, downtown Pittsburgh, Pennsylvania.

Key Responsibilities:

+ Manage via a hands-on approach the daily operations of service 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 to optimize 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 and areas for improvement

+ Serve as an escalation point in a 24/7/365 on call schedule for complex service interruptions and customer issues, driving resolution and root cause 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, and develop Operations service delivery teams, providing regular feedback, coaching, and training to ensure high performance, consistent execution and engagement

+ Ensure compliance including regulatory requirements and company policies throughout the service delivery life cycle of all owned ITSM processes

+ Collaborate with internal departments, such as other IT departments, Operations, Business Continuity, and Customer Services to ensure alignment and seamless service delivery

+ Prepare and present regular reports and metrics on operational performance, service quality, and improvement initiatives

+ Foster a culture of continuous improvement, leveraging best practices, standard methodologies and technology to enhance operational excellence

Education & Experience:

+ Bachelor’s degree in Information Technology, or a related field (preferred)

+ 7+ years of experience in operations, service delivery, or customer-facing roles

+ At least 3 years in a leadership or management capacity (preferred)

+ Strong technical problem-solving, conflict resolution, and adaptability skills in a fast-paced environment

+ Strong understanding of service management principles including ITIL and COBIT best practices

+ Relevant certifications including ITIL, PMP, CompTIA, Microsoft 365 MCSA, MCSE and Cloud Platform certifications are a plus

+ Experience managing vendor relationships and contractual compliance

+ Proven ability to lead, motivate, and develop high-performing teams

+ Excellent communication, negotiation, and relationship-building skills

+ Analytical mindset with experience using data and KPIs to drive decision-making and process 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 with experience using data and KPIs to drive decision-making and process 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 [email protected] and describe the specific accommodation requested for a disability-related limitation.