Program leadership and delivery accountability

• Lead the multi-year meter-to-cash implementation workstream as CITO’s single point of accountability for scope, schedule, budget, quality, and operations of the new system.

• Establish and run program governance, including the integrated master schedule, release plan, decision rights, risk and issue management, benefits tracking, and executive reporting to the steering committee.

• Tailor delivery methodology and fit-for-purpose controls to the risk and complexity of each workstream, and enforce consistent delivery discipline across internal teams and partners.

• Manage cross-program dependencies with metering and field operations, the customer contact center, digital channels, finance and accounting, credit and collections, regulatory, and enterprise data platforms.

Detailed requirements, design, and configuration 

• Lead detailed requirements definition across invoice generation, rate and billing determinants, payment and remittance processing, credit and collections, and customer program administration. 

• Drive fit-gap analysis against the standard capabilities of the new platform 

• Ensure the design embeds AI capabilities responsibly, with human review, auditability, model monitoring, and controls appropriate to billing accuracy and customer-impacting decisions. 

Testing, deployment, and cutover 

• Own the end-to-end test strategy and its execution: unit, system, integration and interface, data conversion, parallel billing, performance and volume, security, regression, and business user acceptance testing, each with defined entry and exit criteria. 

• Lead deployment planning and mock cutovers, including runbooks, rehearsal cycles, environment and release management, defect triage, and formal go/no-go readiness assessments with the business. 

• Direct production cutover and the associated command center, including revenue assurance and billing validation, contingency and rollback plans, and stakeholder communication through the stabilization window. 

Hypercare and operations 

• Lead hypercare after each release, covering incident command, defect resolution, billing exception and unbilled backlog management, customer impact monitoring, and daily executive reporting until agreed stability measures are met. 

• Establish steady-state operations for the new meter-to-cash platform, including the support model, service levels, monitoring and observability, release cadence, knowledge transfer, and continuous improvement of the run organization.

People, change, financial, and vendor leadership

• Build, mentor, and retain a high-performing delivery organization of managers, leads, analysts, and engineers; set clear expectations and foster accountability and disciplined execution.

• Develop and manage program budgets, staffing plans, and forecasts; communicate status, risks, tradeoffs, and capital and O&M implications to senior leadership and to regulatory stakeholders as required.

• Lead system integrator, software, and managed service partner relationships, including statements of work, delivery oversight, milestone acceptance, and performance management, and partner with organizational change management and training to prepare the business for every release.

Minimum Requirements

• 12+ years of progressive IT experience, including senior leadership accountability for large enterprise application implementations and for the operations that follow them.

• Demonstrated record of successfully leading large, complex, multi-year programs from requirements through cutover, hypercare, and steady-state operations, including at least one enterprise-wide implementation of comparable scale, budget, and business risk.

• Deep working knowledge of meter-to-cash processes in an electric utility or comparable regulated environment: billing and invoice generation, rate and tariff application, payments and remittance, credit and collections, and customer programs.

• Proven experience leading customer information system or billing platform replacements, including data conversion, parallel billing, and revenue assurance.

• Strong command of testing discipline at scale: test strategy, environment and release management, defect governance, and entry and exit criteria across system, integration, performance, conversion, and user acceptance testing.

• Demonstrated ability to plan and execute production cutovers and hypercare for mission-critical, customer-facing systems, including command center operations and executive escalation.

• Experience delivering with multiple methodologies (Agile, SAFe, hybrid, waterfall) and applying fit-for-purpose governance, financial controls, and executive reporting.

• Experience leading system integrators and co-sourced delivery models with clear accountability for quality, milestones, and outcomes.

• Strong executive communication and stakeholder management skills; ability to influence, negotiate tradeoffs, and translate business needs into measurable delivery commitments.

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field (or equivalent practical experience).

Preferred Qualifications

• Experience implementing or operating an AI-native or cloud-native billing and customer platform, including responsible AI controls, model monitoring, and auditability.

• Experience with SAP for Utilities, Oracle Customer Care and Billing, or comparable large-scale utility billing and customer platforms.

• Strong background in enterprise integration and data (API management, event-driven architecture, data conversion and reconciliation, and customer and billing analytics).

• Familiarity with the regulatory and audit requirements affecting utility billing, payments, and customer programs, including rate case and commission reporting considerations.

• PMP, SAFe, or comparable program management certification, or a master's degree in a related field.

Leadership Behaviors

• Execution excellence: drives disciplined delivery, rigorous readiness criteria, and relentless follow-through from requirements to hypercare.

• Be an owner / accountable:establishes clear outcomes, roles, and decision rights; manages risk, dependencies, and delivery commitments.

• Collaborate and influence:builds trusted relationships across business and IT; communicates clearly and resolves tradeoffs effectively.

• Customer focused: protects billing accuracy and the customer experience in every design, release, and go-live decision.

• Develop people:coaches leaders and teams, builds capability, and promotes inclusion and continuous learning.

• Continuous improvement: challenges the status quo, simplifies complexity, and improves how the program and the run organization work.

• Product and technology leadership: balances speed of delivery against long-term platform health, maintainability, and total cost of ownership.

• Strategic thinking: sequences a multi-year roadmap into deliverable releases and keeps the program aligned to enterprise priorities.

Reporting Relationships & Work Environment

This role leads a multi-workstream delivery organization of managers, leads, and senior technical staff, and works in close partnership with Customer Operations, Metering, Finance and Accounting, Regulatory, Enterprise Architecture, Cybersecurity, Infrastructure and Cloud, Data and Analytics, and the program's system integrator partners. Extended hours, weekend work, and travel should be expected around major testing milestones, cutover events, and hypercare periods.