Please login/register to apply for this job.
27 Jan 2023

Full-Time Manager IT Systems Support

Unitil – Posted by Unitil Hampton, New Hampshire, United States

Job Description

Our Company

More than a utility company, Unitil provides energy for life.

Our work helps keep homes comfortable, businesses thriving and communities connected.  Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire.  We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.

Take advantage of a comprehensive benefits package.

Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.

*Note: Benefit offerings may differ between union and non-union employee groups

Position Purpose:

The Manager of IT Systems Support is responsible for managing the lifecycle of IT systems and applications including the IT strategy, design, and transition for Unitil’s critical software systems; overseeing service operations for Unitil’s Customer Information Systems and Automated Metering Infrastructure;  and responsible for IT Business Relationship Management (BRM) and Service Level Management (SLM) with critical system vendors. These requirements include the following management areas:

•    Planning for IT systems and applications including business alignment, support, and budgeting with the assistance of Application Owners and subject matter experts.

•    In conjunction with other IT Departments, designing and developing IT services, service management capabilities, and other IT related processes to support IT’s internal or external customers.

•    Ensuring appropriate project management of IT technology projects to achieve corporate needs including management of the design, build, test, and deployment of IT software services, systems and applications.

•    Monitoring of systems and applications to ensure delivery of appropriate service levels and continuous improvement including reduction of costs, resources and failures.

•    For CIS, AMI and high priority systems – managing system operations to achieve efficient and effective performance and planned value.

•    Managing the application trouble resolution process for high priority software systems.

•    Ensuring IT Systems Support develops and maintains an institutional understanding of business processes and appropriate skills to support or coordinate the support of applications and systems.

Principal Accountabilities:

15%    Strategic Planning:

Working with Application Owners and subject matter experts to ensure overall strategic planning of IT systems and applications including:

•    Ensuring the design of systems and applications meet business needs.

•    Managing the budgeting and approvals of systems and applications.

•    Researching and coordinating research on new technologies and approaches for delivering IT systems value and ensuring consistency with IT roadmap.

•    Planning the lifecycle of existing systems and applications.

•    Communicating IT systems and applications plans to Senior Management and stakeholders.

30%    Project Management:

Direct the design, planning, scheduling and completion of Technology projects across the Unitil companies utilizing both internal and external project management resources as needed to achieve corporate goals and objectives including:

•    Ensuring proper development and oversight of scope, schedules and budgets for personnel, vendors, and other resources as needed to complete multiple technology projects.

•    Facilitating and articulating project goals, priorities and expectations.

•    Managing the planning and organizing of cross functional team members to complete work to plan.

•    Managing positive relationships with business units, team members and IT resources and ensuring robust communications.

•    Ensuring properly skilled IT staff and resources are available for the IT project management office.

40%    Operational Management:

For CIS, AMI, and other specified systems Manage the activities and processes required to deliver and ensure systems and applications operate at agreed upon levels to business users and customers including:

•    Ensuring resources are available and assigned to support proper system/application operations for delivery of planned value.

•    Directing efforts to ensure proper event, incident and problem management.

•    Managing requests for changes, information and reporting.

•    Ensures open, flexible, and positive communications take place among his/her group, users, management, and other members of the technology group to ensure adequate infrastructure and support is available for system and application performance.

•    Directing and overseeing the continuous improvement process including establishing performance objectives, monitoring performance, establishing key operational and performance metrics, identifying improvements, and managing improvement projects.

•    Ensure upgrades, strategies, projects, system fixes, and support responses are provided effectively and in coordination across technical disciplines within the Information Technology department.

•    Manage system configuration, upgrades, and vendor support to IT policy and procedures with specific attention to audit and compliance requirements.

•    Ensuring vendors meet service level agreements.

10%    Management of staff, resources and workloads:

•    Provide direction, management, and mentoring of IT Systems Support Staff.

•    Monitor and prioritize the execution of work within the IT Systems Support team.

•    Support the development of each member of his/her team, and engender a “can-do” attitude.

•    Negotiate acquisition of resources and external services to achieve needs of department.

5%    Administrative:

•    Manage the department’s administrative duties in support of department needs, including development of cross-training and development programs, and development of written policies and procedures.

•    Manage vendor relations, service level agreements and contracts.

•    Assist with budget preparation and in the monitoring of actual spending within the IT Systems Support team.

•    Ensure CIS and AMI related Application Owner documentation is current.


Master’s Degree in Computer Science, Engineering or related discipline preferred.

Bachelor’s Degree and ten plus years’ experience designing, implementing information systems and/or managing software support required.

Strong working knowledge of customer information systems and/or ERM system.

Working knowledge of AMI systems preferred.

A high degree of efficiency and organization, keen attention to detail, and a high motivation to provide quality service.

Demonstrated project management experience and skills.

Demonstrated abilities in implementing change, creative problem solving, and effective communications.

Personal Attributes

•    Ability to lead and motivate in a team-oriented, collaborative environment

•    Ability to set and manage priorities judiciously

•    Excellent interpersonal skills

  • Superior analytical, evaluative, and problem-solving abilities

How to Apply

To apply for this position, please visit If you are unable to complete this application due to a disability, contact this employer at 603-772-0775 to ask for an accommodation or an alternative application process.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 100,000 and above.

Job expires in 36 days.

51 total views, 1 today

Apply for this Job