Senior Program Manager, Business Transformation and Enterprise Systems Implementation (Oracle Utilities)

Job Type: Contract

We are seeking an experienced Senior Program Manager to lead a large-scale business transformation and process improvement initiative focused on implementing Oracle Utilities Customer Cloud Service (CCS), Oracle Utilities Work and Asset Cloud Service (WACS), and related utility business systems. This strategic leadership role will oversee the planning, execution, governance, and delivery of a multiyear transformation program affecting customer service, billing, work management, field operations, finance, and regulatory processes.

The ideal candidate combines expertise in business process transformation with experience leading complex ERP and enterprise application implementations in the natural gas, electric, water, or other regulated industries. They are comfortable engaging with executive leadership, business stakeholders, and technical teams to deliver technology and business value.

Required Qualifications

Education

• Bachelor’s degree in Business, Information Technology, Project Management, or a related discipline.
• Master’s degree preferred (MBA, MIS, or similar).

Experience

• 10+ years of progressive experience leading large-scale business and technology transformation initiatives.
• 5+ years of program management experience delivering complex ERP, CIS, CRM, billing, or enterprise system implementations.
• Demonstrated experience managing multimillion-dollar programs with multiple workstreams and cross-functional teams.
• Experience leading business process improvement initiatives using Lean, Six Sigma, Business Process Management (BPM), or similar methodologies.
• Experience managing third-party vendors, system integrators, and consulting organizations.

Preferred Certifications

• Project Management Professional (PMP)
• Lean Six Sigma Green Belt or Black Belt
• Prosci Change Management Certification

Preferred Knowledge

• Customer service operations
• Billing and collections
• Meter-to-cash processes
• Work and asset management
• Regulatory compliance requirements
• Field service operations
• Emergency response processes
• Utility customer experience

This role is suited to a transformational leader who can bridge business operations, utility processes, and enterprise technology implementation to deliver sustainable organizational outcomes.

Key Responsibilities

Program Leadership & Governance

• Lead an enterprise transformation program involving Oracle CCS, WACS, and associated utility operational systems.
• Establish and maintain program governance, steering committees, executive reporting, risk management, issue resolution, and decision-making processes.
• Develop and manage integrated program plans, budgets, resource allocations, dependencies, milestones, and critical path activities.
• Align business objectives, regulatory requirements, and technology implementation strategies.
• Drive accountability across cross-functional teams, vendors, system integrators, and business stakeholders.
• Coordinate roles across business and technical workstreams.

Business Transformation & Process Improvement

• Lead end-to-end business process redesign to improve operational efficiency, customer experience, service delivery, billing accuracy, and regulatory compliance.
• Facilitate workshops to assess current-state processes and define future-state operating models.
• Identify opportunities for automation, standardization, optimization, and process simplification.
• Develop business cases, value realization frameworks, and KPI measurement programs.
• Support organizational readiness through change management, communications, and stakeholder engagement.

Systems Implementation Leadership

• In conjunction with the IT PMO, oversee implementation and integration of Oracle CCS/CC&B, WACS, and related enterprise applications.
• Coordinate business requirements gathering, solution design, testing, data conversion, training, cutover planning, and production deployment.
• Collaborate with Enterprise Architecture, Infrastructure, Cybersecurity, Data, and Application teams to support successful delivery.
• Manage system integrators, software vendors, and consulting partners to meet contractual and project objectives.
• Promote industry best practices for utility customer service, billing, work management, and operational processes.

Stakeholder Management

• Serve as the primary liaison among executive leadership, business units, IT leadership, regulators, and external partners.
• Present program status, risks, financial performance, and key decisions to executive steering committees.
• Build relationships with customer service, operations, finance, regulatory, field services, and technology organizations.
• Drive enterprise-wide alignment and consensus among diverse stakeholder groups.

Risk & Financial Management

• Manage program budgets that may exceed several million dollars.
• Develop and maintain risk mitigation plans, issue logs, and contingency strategies.
• Monitor program financial performance and delivery against approved budget parameters.
• Track benefits realization and business outcomes throughout the program lifecycle.

Skills: Project management, business transformation, process improvement