Department Manager of Digital Workplace & Employee Experience

Overview

As the Department Manager of Digital Workplace & Employee Experience at Con Edison, you will be responsible to deliver a reliable, modern and AI-enabled digital environment to Con Edisons employees. You will lead the IT Operations function, including Service Desk, End User & Executive Support, NOC & Infrastructure Operations, IT Incidents & Major Incidents Response, with a goal to continuously improve reliability and reduce outages and MTTR, and introduce an SRE/AIOps operating model. Your portfolio will also include user devices (laptop/desktop and mobile/tablet) engineering & management, as well as audio/video technologies in conference rooms, with a mission to enable an AI-powered Digital Workplace, improve the employee experience and empower Con Edison employees to serve their customers and the people of NYC with a highly reliable, performant and intuitive technology environment.

Responsibilities

• Lead the SRE Operations Center, that combines the Service Desk and IT incident management functions, leveraging ITSM industry platforms. Ensure that consistent business processes are followed with standard SLAs, seeking to continuously reduce outages & MTTR and organizing the team and partners with an effective 24x7 support and escalation path.
• Transform IT Operations into a Site Reliability Engineering operating model, leveraging AI capabilities and automation provided by the SRE/AIOps platforms organization, establishing a close partnership to prioritize features improving IT Operations efficiency and reliability.
• Drive process engineering and optimization to align IT operations with AIOps capabilities and industry frameworks (e.g., ITIL) for scalable, modern service delivery.
• Select and manage MSP vendor(s) involved in IT Operations, establishing a solid KPI framework and a customer-centric approach targeting high user satisfaction scores.
• Lead the user devices (laptops, mobile phones, tablets, etc.) function and associated budget, ensuring a strong Employee Experience and an industry-leading Cyber Security posture. Lead the desktop engineering function through the entire assets lifecycle. Infuse AI in Digital Workplace.
• Implement and manage modern audio/video technologies in conference rooms, infusing AI and ensuring a seamless integration with the Digital Workspace ecosystem.
• Lead the End User Support & Executive Support functions, with a customer-centric approach targeting high user satisfaction scores.
• Measure and improve employee experience leveraging capabilities and automation provided by the SRE/AIOps platforms organization, establishing a close partnership.
• Drive AI adoption in Digital Workplace & Service Desk, making each interaction with users an opportunity to learn.
• Maintain solid relationships with IT infrastructure/cloud & network engineering and business applications leaders, coordinating prod changes to ensure reliability and Root Cause Analysis (RCA) through in-depth blameless postmortems.
• Industry Leadership: engage externally with leading technology partners and participate regularly in conferences to proactively identify new trends and adjust the portfolio technology roadmap.
• People Leadership: coach the team, identify and nurture talents, ensure that everyone is given the opportunity to achieve their full potential. Ability to rally the team around a strong vision for the future leveraging AI and technology.
• Lead and optimize the department budget, negotiating as needed with the vendors and partners through Sourcing.
• Ensure compliance with regulations and laws related to data privacy, critical infrastructure and cyber security.
• Plan, coordinate, and execute projects and initiatives supporting the broader strategic goals of the business.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or a related field and 12 years relevant experience or
• Master's Degree in Computer Science, Information Technology, or a related field and 10 years relevant experience.

• Master's Degree in Computer Science, Information Technology, or a related field and 10 years relevant experience.

• Experience with SRE model and implementation with IT teams and leading enterprise transformation, required.
• Experience leading 24x7 IT operations, required.
• Excellent problem-solving and analytical skills, required.
• Effective communication and interpersonal skills, required.
• Relevant experience with cloud, SRE and AI certifications, preferred.
• Experience in IT Automation or AI and AI Ops platforms Implementation preferred

• Demonstrated written communication skills
• Effectively coaches and delivers constructive feedback
• Ability to simultaneously handle multiple priorities

• Driver's License Required

• Sit or stand to answer a phone for the duration of the workday
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday
• Ability to stoop, bend, reach, and kneel throughout the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• Travel as necessary
• Ability to respond to emergencies during off-hours