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Senior Manager - Services & Delivery



United States
Posted on Thursday, July 11, 2024

This role can be located anywhere in the United States, West Coast preference.

Itron is looking for a Senior Manager - Services and Delivery that will oversee all planning, deployment, resource management, and other program aspects for delivery of REGRID Professional Services projects for Itron customers. The role will also be responsible to help scope new opportunities and assist account sales. The Manager will be the principal executive liaison to the customer and must be able to manage concurrent relationships adeptly. The Manager must have the ability to work independently, on-site and remotely, to oversee teams responsible for project delivery.

This role is ultimately responsible for:

  • The management and execution of Delivery Projects for a specific set of customers and Itron Solutions,
  • Direct oversight of skilled professionals and project managers to manage the deliverables, indirect oversight of skilled technical contracted resources as well as resources in other Itron groups required to deliver,
  • Growing the group of skilled management and technical resources to support growth in the line of business,
  • Management and delivery of expected financials for delivery programs within the solution and program delivery with direct responsibility for professional services revenue, costs, and margin,
  • Serving as the escalation and resolution point for all delivery and other issues within the programs, and
  • The creation and maintenance of customer relationships to support additional business, and responsible for customer satisfaction as it pertains to the active project(s).
  • The Sr Manager - Services & Delivery will also be expected to liaise with internal stakeholders (Sales, Product Marketing, Engineering, Customer Support, GMS, Product Management, and Product Development organizations, in particular) on product and systems improvements relative to his / her portfolio of clients and solution deployments.

    This position will have revenue achievement responsibilities for the assigned customers, upsell goals for assigned accounts to be met annually, scope definition responsibility for projects, and responsibility for effective utilization of resources to meet corporate gross margin goals. The Manager will also support new logo sales within the region.

    The role will be responsible for maintaining the skills of the current REGRID Delivery group, including Project Managers, and Technical Resources (Contractors) that have specific required Utility process and product skills. The Manager will be responsible for assessing changes required to adapt to evolving solutions provided by Itron and to build new capabilities and skills within the group. The Manager will be required to coach and mentor their team to ensure their ongoing engagement, satisfaction and success at Itron.

    Job Duties & Responsibilities:

  • Provide Itron executive leadership for all activities related to contracted projects, including on-point for any escalation that might be required for issue resolution. Build and maintain executive level relationships with the clients. May be required to have difficult and challenging conversations with the customer.
  • Assist the Product Line Management and assigned Sales Director(s) (AVP) and Enterprise Client Executives (ECE) with closing new business.
  • Manage the assigned project/program manager(s) to staff the project team for the on-going project deployment activities and assist as needed in all phases of the project's deployment. Build appropriate staff to support and maintain programs that will meet gross margin targets.
  • Develop and close incremental business within the existing customer base as agreed upon with CME and PLM. Develop Scope(s) of Work for large engagements, assign level of effort for SOWs, validate change orders, and negotiate with 3rd parties to provide services on behalf of Itron. Prepare to meet resource requirements of new SOWs.
  • Support New Product Introductions. Act as an escalation point between the Customer, Delivery and Product Line Management. Act as escalation point for assigned customers and project teams to identify, communicate, negotiate, solve problems, and own the resolutions issues encountered during the project delivery.
  • For active projects, lead monthly/quarterly business reviews with customers and Itron leadership as part of the project deployment. Ensure that project issues, potential solutions and recommended actions are captured and pursued to completion.
  • Must be knowledgeable of customer specific project scope and contract requirements, customer union contracts (if applicable), training programs, local and national rules and regulations related to project activities.
    Mentor, motivate and grow a program/project management team to support the tasks required to implement all Itron solutions.
  • Responsible for Revenue, Cost and Gross Margin delivery targets. Validate Effort Estimates, milestones and other metrics required via the Program Administration site twice a month.
  • Responsible for meeting utilization metrics among assigned team members.


  • 8+ years directing large-scale, multi-phase projects, preferably for deployment and support of enterprise-scale software systems and integration.
  • Experience in leading, growing and maintaining a team of skilled professionals (>10 professionals).
  • Experience in investor-owned Utility Distribution Infrastructure and Business Processes. A Bachelor of Science in engineering (electrical or computer science preferred) or equivalent experience may be considered. MBA or other advanced degree a plus.
  • Commercially savvy and experienced in negotiating and understanding complex contracts. Demonstrates strategic thinking to solve difficult challenges. Ability to identify risks proactively and apply strategies to mitigate.
  • Demonstrated leadership, analytical, organizational, and problem-solving skills. Previous demonstration of multiple business situations where these skills have been leveraged.
  • Experience and knowledge of the utility industry including electricity, gas, and water practices to deliver their services to customers. Beneficial to have background in: AMI, Smart Grid, Smart City, Distributed Energy Resources, Distributed Intelligence applications, Distribution Operations, Energy Analytics, and related Distribution Automation technologies.
  • Understanding the business models and processes applied in IOUs, cities/municipalities, and Cooperatives to support strategic positioning of Itron products. Knowledge of the business processes involved for which Itron solutions can be applied for benefit.
  • Demonstrated ability to organize, prioritize and manage multiple tasks and concurrent projects. Itron’s networks are in great demand and the Manager must be able to coordinate multiple clients within the region in varying stages of deployment.
  • Must possess above average written and verbal communication skills.
  • Ability to travel up to 50% of the time. Majority of travel may be to customers in North America with occasional travel required for meetings at various Itron headquarters throughout North America. To support this, the ideal person would live within 2 hours of a major airport hub.
  • Adept in personal computer operations including the use of Outlook, MS Teams, MS Word, MS Project and Excel.
  • Ability to have fun while working hard in a demanding, dynamic, and fluid environment.

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is proud to be an Equal Opportunity, Affirmative Action Employer. If you require an accommodation to apply, please contact a recruiting representative at 1-800-635-5461 or email Accessibility@itron.com.

Itron enables utilities and cities to safely, securely and reliably deliver critical infrastructure solutions. We provide smart networks, software, services, meters, and sensors to better manage electricity, gas, water and city services. We are dedicated to creating a more resourceful world.