Senior Director - Technology

Iberdrola•Orange, CT

3d•Onsite

About The Position

The Senior Director – Customer Service Technology & Digital Products is a transformational executive leader responsible for Avangrid’s enterprise customer technology and digital product agenda across a multi-jurisdiction regulated utility environment. The role sets the vision, operating model, governance, talent strategy, and investment roadmap for customer service technology, digital customer engagement, SAP S/4HANA customer-domain modernization, CCaaS transformation, AI-enabled customer operations, and business-value realization. The position owns customer technology and digital products, leads S/4HANA customer-domain transformation, establishes a digital product operating model, and integrates CCaaS, AI, SAP, data, and customer experience capabilities. It leads directors, senior managers, product leaders, technical teams, and strategic vendors, with enterprise reach across multiple states and operating companies and accountability for technology investment planning, vendor spend, value realization, and operational outcomes. The Senior Director defines and governs an integrated customer technology roadmap; provides technical leadership for the customer scope of the S/4HANA transformation; scales product-centric governance and value realization; and supports modernization of digital engagement, contact center, customer communications, analytics, and AI-enabled service operations. The role drives standardized processes and technology patterns while balancing local operating-company, regulatory, jurisdictional, and rate-case requirements. It partners with business and enterprise leaders, communicates strategy and performance to executive forums, oversees vendor and integrator performance, and builds internal capabilities and succession across the organization. The role is accountable for a coherent transformation agenda covering S/4HANA, CCaaS, digital channels, customer communications, data, analytics, cybersecurity, AI, and operating-company requirements. It sponsors standardized customer-service processes, reusable product capacity, disciplined decision rights, clean-core and architecture practices, and a sustainable future run model. Success includes delivery readiness and stabilization for S/4HANA customer-domain milestones, stronger portfolio transparency and prioritization, effective vendor performance, sustainable internal capability, and improved customer, agent, regulatory, and operational outcomes.

Requirements

Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or a related field; an equivalent combination of education and executive-level experience may be considered.
At least 15 years of progressive technology leadership experience, including executive responsibility for customer-facing platforms, enterprise applications, digital products, or large-scale transformation programs.
Proven experience leading large, complex, multi-year technology transformations involving SAP, CRM/CIS, integrations, data, testing, cutover, hypercare, operating-model change, and business readiness.
Demonstrated ability to lead directors, senior managers, cross-functional teams, system integrators, business integrators, strategic vendors, and matrixed business stakeholders.
Strong financial acumen, including capital and operating budget management, vendor commercial governance, forecast discipline, value realization, and executive investment decision support.
Executive communication capability, including influencing senior leaders, resolving ambiguity, managing conflict, and driving decisions across business, IT, regulatory, finance, procurement, security, and operations stakeholders.

Nice To Haves

Senior leadership experience in a regulated electric, gas, water, telecommunications, or similarly regulated environment with complex customer operations and compliance requirements.
Deep knowledge of SAP S/4HANA Utilities, SAP IS-U, SAP Service Cloud, CRM/CIS, FI-CA, meter-to-cash, customer engagement, billing, credit/collections, and utility regulatory operations.
Experience leading CCaaS/contact center modernization, digital customer engagement, intelligent virtual assistants, AI-enabled service operations, analytics, omnichannel platforms, and customer experience transformation.
Experience designing or scaling product operating models, including value streams, unified intake, portfolio governance, product ownership, capacity planning, OKRs/KPIs, and value realization.
Experience with SAP Activate, agile-at-scale, hybrid delivery, enterprise architecture, clean-core principles, integration strategy, testing automation, quality governance, and managed-services transitions.
Master’s degree, executive education, SAP certification, product management certification, or program/portfolio management certification.
Spanish fluency.

Responsibilities

Define the enterprise strategy and integrated roadmap for Customer Service Technology and Digital Products across operating companies, including S/4HANA Utilities, SAP Service Cloud, CRM/CIS, CCaaS, digital channels, AI-enabled customer service, customer communications, data/analytics, and integration capabilities.
Provide technical leadership for the customer-domain scope of the S/4HANA transformation, including process standardization, regulatory readiness, integration design, data quality, testing strategy, training readiness, cutover governance, hypercare, and transition to a sustainable run model.
Design and scale a product-centric operating model with unified demand intake, value-based prioritization, product ownership, portfolio governance, capacity planning, decision rights, KPIs, and value realization.
Support modernization of digital self-service, mobile and web channels, proactive communications, contact center capabilities, intelligent virtual assistants, agent experience, and AI-supported service operations.
Drive the shift to a standardized, AI-enabled, business-centric operating model with clear accountability, reusable capacity, disciplined governance, and sustained adoption across operating companies.
Establish multi-jurisdiction governance that balances enterprise standards with local operating-company, jurisdictional, regulatory, and rate-case needs; coordinate across customer service, billing, regulatory, legal, compliance, cybersecurity, finance, procurement, PMO, Global IT, and operating-company leadership.
Serve as a senior IT executive partner to customer service and enterprise leaders; communicate strategy, risks, investment needs, portfolio decisions, delivery and financial performance, and value outcomes to executive forums and steering committees.
Oversee strategic vendor, system integrator, business integrator, QA/controls advisor, and software partner performance, including SOW alignment, RACI clarity, milestones, SLAs/KPIs, commercial governance, security and control obligations, and value-at-risk/business outcome commitments.
Own or influence capital and operating investment planning for the customer technology and digital product portfolio, including forecasts, benefits realization, cost optimization, capitalization discipline, rate-case alignment, and long-term affordability.
Lead directors, senior managers, product leaders, and technical teams; build internal capabilities in SAP Utilities, digital product management, CCaaS, AI, integration, data, quality engineering, vendor management, and transformation leadership; establish succession plans and leadership maturity.
Create an enterprise customer technology transformation roadmap integrating S/4HANA, CCaaS, digital channels, customer communications, analytics, data, cybersecurity, AI, and operating-company requirements.
Sponsor and govern standardized customer-service processes, harmonized technology patterns, reusable product capacity, and disciplined decision rights across the customer technology landscape.
Ensure the S/4HANA program has customer-domain technical ownership, milestone definitions, RACI alignment, KPI baseline strategy, business readiness, surge support planning, third-party integration, and post-go-live stabilization accountability.
Modernize the SAP technical function and future run model through clean-core discipline, architecture and integration standards, support model design, internal upskilling, vendor transition, and knowledge retention.
Lead cultural change by setting expectations for accountability, transparency, value realization, cross-functional collaboration, continuous improvement, and customer-centric execution.