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Director

Company: American Electric Power
Location: Columbus
Posted on: April 8, 2021

Job Description:

As the Director, Collaboration and Productivity, you will be responsible for building and running the technologies and tools that support how AEP creates, and works together in support of their customers. You will be accountable for delivering internal services and solutions that are customer focused, easy to use, and are positioned for new ways of remote working. You report to the Vice President, Technology Infrastructure, Operations & Support and will lead a high-performing team consisting of Sr. Managers, Managers, and their teams to ensure a mobile led, collaborative experience, while keeping the customer at the center of 7x24 operations. You will effectively collaborate with your peer group to lead the industry in best practices, and provide a stable, and productive experience.

Key Responsibilities & Key Functions:

  • Develops talent in support of a transformative vision for ease of collaboration and internal customer services that deliver business value and stability
  • Build the team by hiring & growing great talent, that is customer obsessed, and wants to create a new service model that grows and transforms with AEP
  • Develops 3-5 year strategy for service and support with clear roadmaps and milestones towards creating a best-in-class collaboration and productivity tool capability
  • Leads the teams and services in support of laptops, desktops, virtual desktops, applications, mobile devices and collaboration tools
  • Build a robust agile service delivery methodology that reduces productivity downtime for users
  • Support successful implementation of co-source partnership for your function
  • Oversee co-source and 3 rd party service party providers to ensure service SLAs are met and costs are managed
  • Manage internal customer assets, including the IT Depot, hardware lifecycle, and cost structures
  • Focus the team on engineer solutions that enhance internal team productivity
  • Maintain systems to ensure all security, SLA protocols and standards are met
  • Develop proactive, monitoring tools & metrics that help to prevent or minimize downtime
  • Manage and maintain all collaboration tools like O365, & MS teams
  • Leverage and find opportunities for tool consolidation, pattern reuse, and continuous improvement
  • Collaborates effectively with business partners, peers and leaders to deliver on SLAs and stakeholder priorities
  • Responsible for securing all the end-user devices working with CSO organization by driving to at least 97% patch success rates during monthly patching cycles
  • Collaborate with the Data Network team in ensuring users are having great experiences connecting to the corporate network and performance is always exceeding expectations
  • Develops, supports and enhances a manageable set of Gold standard images for all end user devices
  • Operationalizes IT general controls to ensure SOX, NERC-CIP and general IT audit compliance for your function
  • Supports the procurement teams to develop highly advantageous contracts for products and services through effective negotiations
  • Manage portfolio and project financials transparently and efficiently
  • Deliver on service & cost efficiencies leveraging agile & design thinking principles
  • Drive continuous improvements leveraging key metrics
  • Build a culture of innovation and creativity balancing it with operational rigor
  • Stay abreast with where the industry & technology is headed. Bring the best technology and approaches to AEP that adds significant business value.
  • Be an advocate for changes in other functions that enhance collaboration and productivity
  • Drive inclusion and diversity in the organization
  • Set clear expectations and manage all personnel with the group
  • Implement ITIL processes and oversee the adherence across your teams
  • Drive Incident/Problem management with a strong focus on root cause analysis and permanently resolving issues within your teams. Escalate and manage executive communication as needed.
  • Oversee the Collaboration and Productivity team for AEP.
  • Lead and manage a team of Sr. Managers, Managers and their teams, to ensure the stability and availability of AEP collaboration and productivity systems and tools
  • Support the success of the Co-Source partner model, and implement patterns that can be replicated in the future. Success includes improving the current service model, improved SLAs, support of transformation and team retention.
  • Lead, develop and coach team, taking full responsibility of the collaboration tools environment
  • Maintain a pro-active view of the collaboration capability to deliver service by trending against performance and quality statistics.
  • Responsible for the production of SLA level reports on a regular and ad-hoc basis, and facilitating internal service reviews
  • Oversee the Technology SWAT processes & outcome SLAs, as it relates to RCA in environments and applications for your function
  • Developing, testing, implementing and supporting small enhancements for the collaboration function
  • Work closely with the Infrastructure Engineering and Application teams to productize solutions with a keen eye towards non-functional requirements
  • Manage the coordination and delivery of changes related to; mobility, hardware, software, system software in support of the CAB and change processes
  • Work with Infrastructure, IT Support, Customers and Staff Service Desk, to provide uninterrupted, efficient customer support services according to departmental standards and associated SLA's.
  • Ensure a safe and healthy working environment for the teams working on-site.
  • Coordinate the communications and execution of large, planned, technology outages for your function
  • Ensure adherence to Regulatory Requirements, including NERC-CIP, SOX, PII and other AEP audit requirements for your function
  • Provide metrics on the productivity for each team and the Technology organization as appropriate
  • Create a positive culture for the organization through employee involvement and annual measurement. Be a role model for ethics and culture.
  • Available 24x7 to participate and provide leadership in restoration of service through SWAT and ICS Events. Job Type Full-Time Relocation Yes Basic Qualifications:

    Education: Bachelor's degree in Computer Science, Electric Engineering, or related field. Master's degree preferred.

    Experience: 8 Years of IT-related support and operations experience which includes 5 years' experience in supervision/management. Previous responsibility for collaboration and productivity capabilities.

    Other Requirements:
  • ITIL Certifications preferred.
  • Strong communications skills, both verbal and written. American Electric Power Equal Opportunity Employer - Minorities/Females/Disability/Vets

Keywords: American Electric Power, Bloomington , Director, Executive , Columbus, Indiana

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