Southern California Edison IT Service Management Lead in Rosemead, California

Job Description


Are you looking to make a difference in your career? We’re working on smarter grids, cleaner energy and tools to help people manage energy more efficiently.

About Information Technology at SCE

The role of IT goes beyond the traditional Information Technology “service provider.” Many of the innovative ideas and projects that shape the company’s future and move SCE forward are dependent on technology. IT employees are at the heart of these projects, collaborating, designing and executing technology solutions that are transforming our industry.

Position Overview

The Service Management Lead is a senior role responsible for leading activities associated with effectively managing ITSM processes across all operational technology towers (Apps, Infra & Service Desk). In addition the service management lead will work across the IT organization to successfully implement new service while coordinating the impact on both the contract and organization with the contract manager.


  • Defines & manages ITSM operational balanced scorecard with process measurements that will demonstrate if the process is achieving the defined objectives in an effective and efficient way.

  • Ensures that ITSM key metrics are effectively able to measure processes in terms of Compliance, Quality, Performance and Value.

  • Ensuring coordination and quality assurance of cross-functional capabilities.

  • Measuring performance and driving continuous improvements in service management.

  • Defining and maintaining standards for IT service management.

  • Implementation, management and improvement of service management processes.

  • Ensuring that governance, legal and financial interests are met in continuous operations.

  • Ensuring that services are defined, that continuous service operation processes work in practice and that vendors are managed according to defined policies.

  • Reviews and approves Service Management dashboards.

  • Executes IT service management framework, governance processes, policies, standards and procedures to deliver quality IT services and improve execution effectiveness.

  • Accountable for tools, templates and methodologies necessary to connect program/project teams with operational vendors.

  • Strategizes to drive efficiency within existing processes.

  • Works with stakeholders to communicate ITSM vision, benefits and customer deliverables.

  • Assessment of existing process areas and corresponding reports to identify and take action on areas of potential improvement.

  • Builds reporting supporting existing and new process. Provide analytical functions to properly trend and assess data for use by team members and leadership.

  • Engages and chair Service Governance Meeting for Service Management office & operations.

  • Reviews performance trend and provide feedback to tower leads and Operations Service Managers.

  • Oversees the architecting and delivery of end-to-end automated solutions which includes technical implementation of ITSM and ITIL processes, workflow customization, ticketing, process automation, report development and dashboard creation.

  • Provides subject matter expertise and acts as ITIL process advocate to design, develop and implement ITIL processes.

  • Performs/participates as a team member in ITSM assessment studies like CMMI to evaluate and improve existing practices and identify key operational measurements to use for process improvements.

  • Leads the creation and execution of due diligence plans for new engagements.


Minimum Qualifications

  • Bachelor’s Degree in computer science or business management.

  • 10 years’ experience with IT Service Management.

  • Experience in business process improvement tools and techniques such as ITIL.

  • Experience working in IT Operations in a Managed services environment.

Desired Qualifications

  • ITIL certification.

  • 12 years in IT Service Management.

  • Experience in managing Bi-modal IT processes to support Enterprise Digital Strategy.

  • Demonstrated knowledge of information technology with IT solution design.

  • Incident Management, Problem Management, IT Service Pricing, Stakeholder Management.

  • ITIL Strategy Formulation, IT Continuity management, Configuration Management, Technical Change Management, Contract Negotiation, Vendor Management.

  • Ability to communicate and build relationships outside IT.

  • Working knowledge of effective vendor management.

  • Knowledge of the business area supported (Customer Service, T&D, and Enterprise).


  • Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.

  • Relocation does not apply to this position.

Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of nearly 14 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.

SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.