IT Infrastructure Delivery Management Consultant

APS•Phoenix, AZ

2d•Remote

About The Position

The IT Infrastructure Delivery Management Consultant helps ensure technology infrastructure services are delivered effectively, efficiently, and with a strong focus on customer needs. This role serves as a key connection point between stakeholders and IT teams, helping prioritize work, coordinate resources, improve service delivery, and support the successful introduction of new technologies. By enabling reliable technology operations and continuous improvement, this position helps APS provide safe, dependable service to the communities it serves.

Requirements

Experience coordinating technology infrastructure services, projects, or operational initiatives across multiple teams.
Understanding of IT Infrastructure Operations (I&O), service delivery, and technology support environments.
Ability to balance competing priorities, manage demand, and maintain visibility into work progress and outcomes.
Strong relationship-building and communication skills with the ability to collaborate effectively with technical and non-technical stakeholders.
A continuous improvement mindset with the ability to identify process efficiencies and enhance service delivery practices.
Strong organizational, planning, and problem-solving skills with a focus on customer satisfaction and results.
BS/BA degree in Information Systems, Computer Science, business or related field (or equivalent combination of four years relevant information science work experience and relevant college coursework).
PLUS eight (8) years of progressively responsible related experience.
Fundamental understanding of I&O business operations, processes, and business unit(s) systems utilized within the organization.
Demonstrated knowledge of service management concepts and practical applications.
An understanding of process improvement, performance management and resource management.
Expertise in PC applications including advanced skill level in Microsoft Excel, Access, Word.
Requires proficient knowledge of emerging practices and technologies used within the business area.
Knowledge of applicable federal and state laws, regulations, and standards impacting business areas.
Demonstrated communication skills, both verbal and written.

Responsibilities

Partner with business and IT stakeholders to understand upcoming technology needs and help align infrastructure services to support organizational goals.
Coordinate across teams to prioritize work, manage competing demands, and keep infrastructure initiatives moving forward.
Monitor service delivery performance and identify opportunities to improve efficiency, quality, and the customer experience.
Build strong relationships with customers and stakeholders by providing clear communication, setting expectations, and ensuring needs are understood.
Support the successful transition of new technologies into production by working with project teams to ensure operational readiness.
Collaborate with IT leadership to review demand trends, manage work backlogs, and recommend improvements that strengthen service delivery outcomes.
Communicate, coordinate, and champion all business requirements as input into I&O strategy and services. Operate as an effective customer advocate while maintaining an understanding of changing business and I&O needs and priorities.
Build positive and productive working relationships with I&O's customers.
Monitor and track performance expectations between the business and I&O. Ensure that performance aligns to business needs and expected technology outcomes.
Communicate and coordinate inquiries, status, and results across multiple projects and areas within the defined customer portfolio. Responsible for upward communications to both I&O and business leadership on a regular basis, with a focus on customer satisfaction, timely delivery of services, and quality.
Participate in business strategy sessions to understand the current and planned utilization of business applications. In addition, to represent the business needs for the integration of technology across the business to maintain a comprehensive, current view of resource capabilities/capacity and interdependencies with other business and I&O projects.
Guide, train and educate I&O tower leads on best practices related to all I&O services.
Support I&O strategy development to ensure achievement of APS strategic goals. Provides a source of innovation to business partners through deep understanding of new technology capabilities that align to business needs.
Coordinate I&O resources to support project and delivery needs, including vendor staffing requirements, emergency requests, change management and maintenance window support, and potential off-hours and on-call needs.
Coordinate resource and demand forecasting and workload assignments according to customer delivery requirements.
Provides oversight and supports I&O leadership to ensure that I&O maintains high level of competence and operational excellence.
Actively monitors and manages I&O Service Catalog to align with customer expectations and new service offerings. Recommends workflow improvements and automation opportunities to improve efficiency and throughput.