Service Availability Process Owner

Xcel Energy • Minneapolis, MN

7d

About The Position

The TSS Service Availability Process Owner is accountable for the design, governance, and continual improvement of IT Service Management processes, specifically Change Management, Incident Management, and Problem Management. This role ensures processes are consistently applied across the organization, aligned with ITIL best practices, and optimized to minimize service disruptions, manage risk, and improve operational resilience. Additionally, they ensure IT solutions meet business needs, support strategy, and operate smoothly. They provide technical guidance to align solutions with architecture and strategy, and act as a key contact for business, customer, and stakeholder groups.

Requirements

• Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Seven years of related functional experience.
• ITIL Foundation certification or 4 years of ITIL experience.
• Skilled in recommending innovative solutions and driving continuous improvement using lean and agile methodologies.
• Strong understanding of end-to-end processes, system capabilities, industry standards, and emerging technologies.
• Expert in building subject matter knowledge, mastering processes and tools, and standardizing operations.
• Able to work within a heavily matrixed organization to drive processes, negotiate outcomes, and communicate with diverse stakeholders and business groups.
• Experienced in managing Incident, Problem, and Change processes within complex environments.
• Exceptional communication and stakeholder management abilities.
• Familiar with IT Service Management platforms, such as ServiceNow.

Responsibilities

• Relationship Management: Collaborate with business areas, customers, and stakeholders to identify needs and opportunities. Advocate for partners during strategic planning and investment decisions. Build strong internal partnerships and coach team members.
• Solution Delivery: Define and maintain end-to-end processes for Change, Incident, and Problem Management. Contribute to Demand Management, and ensure solutions offer excellent user experience and performance. Document and update process workflows, policies and standards.
• Operations Management: Own Incident, Change and Problem Management processes. Drive root cause analysis and long-term corrective actions. Implement proactive measures to reduce incident recurrence and improve service reliability. Analyze trends and metrics to identify improvement opportunities. Monitor and report on process effectiveness. Deliver process training and guidance to ensure compliance.
• Subject Matter Expertise: Monitor industry and technology trends to enhance delivery practices and improve customer satisfaction.

Benefits

• Annual Incentive Program
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave Benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees