Manager, IT Service Delivery (Automation Platform Services)

Entergy•New Orleans, LA

7h•Hybrid

About The Position

The Manager, Automation Platform Services is a critical leadership role within the IT Platform organization, responsible for the enterprise automation infrastructure that enables business process automation and intelligent automation across the company. This position owns and operates the full automation platform stack including Automation Anywhere for robotic process automation (RPA), Microsoft Power Platform (Power Apps, Power Automate, Power Virtual Agents), and AWS-based automation services including Lambda and Step Functions. As the enterprise advances toward agentic AI capabilities, this role will be instrumental in planning the platform infrastructure for AI agents, including Model Context Protocol (MCP) implementations and agent-to-agent (A2A) communication protocols. The manager will ensure the automation platforms are positioned to support the evolution from traditional RPA to intelligent, AI-driven automation. The manager leads a team of automation engineers responsible for ensuring the reliability, performance, and availability of enterprise automation infrastructure. This role operates within a traditional IT support model, providing automation platform services to business units, the AI organization, and citizen developers across the enterprise. The manager establishes and maintains effective operational processes, service level agreements, and support procedures to ensure automation consumers have reliable platforms to build and run their automated solutions. The primary responsibility of the Manager, Automation Platform Services is to ensure enterprise automation platforms are reliable, predictable, cost effective and secure. The manager will develop and lead a high-performing team, establish operational standards and procedures, and maintain productive relationships with automation developers and business users throughout the organization. This role requires deep technical expertise in automation platforms combined with forward-looking awareness of agentic AI trends, strong operational discipline, and people leadership skills.

Requirements

Bachelor's Degree in Computer Science, Information Systems, or related technical field.
7+ years of experience in automation, RPA, software development, or platform engineering.
3+ years of experience leading and mentoring technical teams.
Experience operating enterprise RPA platforms (Automation Anywhere, UiPath, or similar) in production environments.
Strong knowledge of enterprise RPA platforms, preferably Automation Anywhere.
Experience with Microsoft Power Platform administration (Power Apps, Power Automate, Power Virtual Agents).
Knowledge of AWS serverless services (Lambda, Step Functions, EventBridge).
Understanding of API integrations, webhooks, and event-driven architectures.
Familiarity with AI/ML concepts and emerging agentic AI patterns.
Experience with credential vaults and secure automation practices.
Understanding of CI/CD practices for automation deployment.
Knowledge of monitoring and observability tools for automation workloads.
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.
Ability to stay current with rapidly evolving automation and AI technologies.
Understanding of business process automation principles and methodologies.
Experience operating in a shared services or platform support model.
Knowledge of IT service management frameworks (ITIL or similar).
Ability to translate technical concepts for non-technical stakeholders.
Awareness of agentic AI trends including autonomous agents, tool use, and multi-agent orchestration.
Demonstrated ability to lead and develop high-performing technical teams.
Experience establishing operational processes, standards, and runbooks.
Willingness to be hands-on when needed while developing team capabilities.
Ability to lead teams through technology transitions and platform evolution.
Strong troubleshooting skills for complex automation failures.
Ability to perform root cause analysis on bot failures, flow errors, and integration issues.
Experience managing incidents and driving timely resolution.
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 automation developers, citizen developers, and business process owners.
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.

Nice To Haves

Master's degree preferred.
Experience with Microsoft Power Platform administration strongly preferred.
Utility industry experience is a plus.

Responsibilities

Own and operate the Automation Anywhere enterprise RPA environment. Manage bot runners, control room infrastructure, and license allocation. Monitor bot execution health, queue management, and platform performance. Ensure RPA infrastructure availability meets service level agreements and support production bot workloads across the enterprise.
Oversee the Microsoft Power Platform environment including Power Apps, Power Automate, and Power Virtual Agents. Manage environment provisioning, data loss prevention policies, and connector governance. Support citizen developers and professional developers with platform access, guidance, and troubleshooting. Monitor platform usage, capacity, and compliance with enterprise standards.
Support AWS-based automation infrastructure including Lambda functions and Step Functions workflows. Ensure serverless automation workloads are reliable and performant. Monitor execution metrics, manage resource configurations, and troubleshoot failures. Coordinate with development teams on deployment and operational requirements for cloud-native automations.
Support emerging agentic AI infrastructure requirements including Model Context Protocol (MCP) implementations and agent-to-agent (A2A) communication protocols. Partner with the AI organization to understand platform requirements for AI agents. Ensure automation infrastructure is positioned to support the evolution from traditional RPA to intelligent, autonomous automation solutions.
Lead, mentor, and develop a team of automation platform engineers. Foster a culture of operational excellence, continuous learning, and customer service. Conduct regular performance reviews, identify training needs, and support career development. Build a collaborative team environment focused on reliability, responsiveness, and staying current with automation technology evolution.
Establish and manage incident response processes for automation platform issues. Define escalation paths and ensure timely resolution of support requests. Maintain on-call rotations for critical platform support. Track and report on support metrics including platform availability, bot success rates, flow execution metrics, and incident resolution times.
Establish and enforce governance standards for automation development and deployment. Define best practices for bot development, Power Platform solutions, and serverless automation. Implement change management processes for production automation deployments. Ensure automation solutions meet enterprise architecture and security standards.
Monitor and optimize costs across all automation platform services including Automation Anywhere licensing, Power Platform licensing, and AWS compute costs. Implement resource governance and cost allocation practices. Provide regular reporting on platform spend and identify opportunities for optimization while maintaining service levels.
Ensure automation platforms meet security requirements and compliance standards. Implement and maintain credential management, access controls, and audit logging for automated processes. Collaborate with IT security on bot identity management and secure automation practices. Support security audits and implement remediation actions as needed.
Serve as the primary point of contact for automation platform services across the organization. Partner with the AI organization, business units, and citizen developer communities to understand automation platform requirements. Establish effective handoff processes and maintain productive working relationships with automation developers and business process owners.

Benefits

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.
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.
The 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.
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.