Manager, IT Service Delivery (AI/ML Platform Services)

Job Title: Manager, IT Service Delivery (AI/ML Platform Services)Work Place Flexibility: Hybrid Legal Entity: Entergy Services, LLC ***The referred location for position is New Orleans, The Woodlands, Texas will be considered*** Job Summary/Purpose The Manager, AI/ML Platform Services is a key technical leadership role within the IT Platform organization, providing support to the AI organization and other internal users of the AI/ML platform. This position is responsible for leading a team of platform engineers and software engineers who maintain, operate, and enhance the enterprise AI/ML platform infrastructure and own the production environment for products running on the platform. The manager ensures the platform is reliable, predictable, cost effective and secure while supporting the AI products built by the AI organization.  Operating within a traditional IT support model, the manager will establish and maintain effective handoff processes with the AI organization, ensuring seamless transition of AI products from development to operational support. The manager will collaborate with AI product teams to understand platform requirements and ensure the infrastructure meets the needs of AI solutions deployed across the enterprise.  The primary responsibility of the Manager, AI/ML Platform Team is to lead and develop a team of engineers focused on platform operations, maintenance, and continuous improvement. The manager will ensure service level agreements are met, incidents are resolved efficiently, and the platform remains stable and secure. This role requires strong technical expertise in cloud infrastructure and AI/ML platforms combined with excellent operational and people management skills.  Job Duties/Responsibilities 1. Platform Operations and Maintenance: Oversee the day-to-day operations of the AI/ML platform, ensuring high availability, reliability, and performance of all platform services. Monitor platform health, manage capacity planning, and ensure systems meet established service level agreements. Coordinate scheduled maintenance windows and platform updates with minimal disruption to AI product operations.  2. Support and Incident Management: Establish and manage incident response processes for platform-related issues. Define escalation paths and ensure timely resolution of support tickets. Maintain on-call rotations and ensure 24/7 coverage for critical platform issues. Track and report on support metrics including response times, resolution rates, and customer satisfaction.  3. Team Leadership and Development: Lead, mentor, and develop a team of platform and software engineers. Foster a culture of operational excellence, continuous learning, and customer service. Conduct regular performance reviews, identify training needs, and support career development for team members. Build a collaborative team environment that values quality and responsiveness.  4. AI Organization Partnership: Serve as the primary point of contact between the IT Platform organization and the AI organization for platform-related matters. Participate in AI product planning discussions to understand upcoming platform requirements. Establish and maintain effective handoff processes for transitioning AI products from development to operational support.  5. Cloud Cost Management: Monitor and optimize cloud infrastructure costs associated with the AI/ML platform. Implement cost controls and resource optimization strategies. Provide regular reporting on cloud spend and identify opportunities for cost reduction while maintaining platform performance and reliability.  6. Security and Compliance: Ensure the AI/ML platform meets security requirements and compliance standards. Collaborate with IT security, internal audit, and cyber security teams to maintain security controls. Support security audits and implement remediation actions as needed. Ensure platform configurations align with enterprise security policies.  7. Documentation and Knowledge Management: Maintain comprehensive documentation for platform configurations, operational procedures, and troubleshooting guides. Ensure knowledge transfer processes are in place for onboarding new team members and supporting AI organization users. Create and maintain runbooks for common operational tasks and incident response.  8. Continuous Improvement: Identify and implement improvements to platform stability, performance, and operational efficiency. Automate routine operational tasks where possible. Stay current with platform technologies and recommend upgrades or enhancements that improve supportability and reliability.  Minimum Requirements Minimum education required of the position Bachelor's Degree in Computer Science, Information Systems, or related technical field. Master's degree preferred.  Minimum experience required of the position 7+ years of experience in IT infrastructure, cloud platforms, or platform engineering.  3+ years of experience leading and mentoring technical teams.  Experience with cloud-based AI/ML platforms and infrastructure strongly preferred.  Utility industry experience is a plus.  Minimum knowledge, skills and abilities required of the position General Capabilities  Excellent written and verbal communication skills.  Strong customer service orientation and stakeholder management skills.  Ability to manage multiple priorities in a fast-paced environment.  Strong analytical and problem-solving skills.  Mentoring and coaching capabilities with focus on team development.  Experience managing operational budgets and vendor relationships.  Skills and Abilities  Functional Knowledge  Understanding of IT service management frameworks (ITIL or similar).  Experience operating in a shared services or support model.  Ability to translate technical concepts for non-technical stakeholders.  Leadership  Demonstrated ability to lead and develop high-performing technical teams.  Experience establishing operational processes and standards.  Willingness to be hands-on when needed while developing team capabilities.  Problem Solving  Strong troubleshooting skills for complex technical issues.  Ability to perform root cause analysis and implement preventive measures.  Experience managing incidents and driving timely resolution.  Interpersonal Skills  Strong collaboration skills with ability to work effectively across organizational boundaries.  Customer-focused mindset with commitment to service excellence.  Ability to build and maintain productive working relationships with AI organization partners.  Any certificates, licenses, etc. required for the position None Primary Location: Louisiana-New Orleans Louisiana : New Orleans || Texas : Woodlands Job Function: Corporate FLSA Status: Mgmt Relocation Option: Union description/code: Number of Openings: 1 Req ID: 124377 Travel Percentage:Up to 25%An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click hereto view the EEO page, or see statements below.EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.Know Your Rights: Workplace Discrimination is IllegalThe non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact View email address on click.appcast.io to schedule a time to review the affirmative action plan during regular office hours.WORKING CONDITIONS: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.