IT Manager - Utilities

Centric Consulting LLC•Boston, MA

11d•Remote

About The Position

Centric Consulting is seeking an IT Manager to provide strategic and operational leadership for a complex portfolio of customer-facing and billing applications. The role works with business and technology teams, managed service providers, and technology partners to ensure application stability, performance, compliance, and business continuity while driving enhancements and long-term improvements. The position oversees Customer Information Systems (CIS) and Meter-to-Cash applications, application support teams, and service-provider relationships. It balances day-to-day operational priorities with maintenance, upgrades, strategic enhancements, and continuous improvement across the portfolio. The role is remote, with no travel expected, and is classified as temporary (W2T Consultant).

Requirements

Strong background supporting and managing complex, business-critical enterprise application environments.
Utility industry experience supporting CIS, customer billing, customer care, collections, payments, supplier services, or Meter-to-Cash processes.
Experience with Agile delivery models, such as Kanban or Scrum.
Knowledge of ITIL Service Management practices.
Experience leading and managing application maintenance and support teams, managed service providers, and offshore support teams.
Experience supporting regulatory, compliance, and audit activities.
Ability to balance day-to-day operational priorities with longer-term application enhancements and strategic initiatives.
Ability to build effective relationships with business stakeholders, technical teams, vendors, and leadership.
Proactive problem-solving skills, including identifying risks, driving issues to resolution, and improving systems and processes.
Clear communication skills and ability to translate between business needs and technology priorities.
Bachelor's degree in computer science, engineering, or a related field.

Nice To Haves

Experience with Customer/1, CSS, CRIS, SAP IS-U, Oracle CC&B, Kraken, or similar utility CIS platforms.
Master's degree.
PMP, Scrum Master, SAFe, or Agile certification.

Responsibilities

Provide leadership and oversight for Customer Information Systems (CIS) and Meter-to-Cash applications, ensuring stability, performance, availability, and ongoing support.
Lead application support teams, managed service providers, and technology partners to drive operational excellence and effective service delivery.
Ensure business continuity and application reliability while identifying and addressing operational risks and performance issues.
Oversee application maintenance, enhancements, upgrades, and continuous improvement initiatives across the CIS and Meter-to-Cash portfolio.
Partner with business and technology stakeholders to prioritize needs, resolve issues, and deliver strategic technology enhancements.
Establish and maintain application support practices, including performance monitoring, incident management, problem resolution, and service improvement.
Help ensure applications and support processes meet applicable regulatory, security, compliance, and operational requirements.
Identify opportunities to improve application performance, support processes, service quality, and overall efficiency.
Build relationships across internal teams, service providers, and technology partners to ensure alignment and accountability.
Manage operational budgets, forecasts, and vendor spend.