Delta Utilities

Lead, Service Management (Information Technology)

New Orleans, LA

full time

On-site

Natural Gas Distribution

About This Job

Job Summary/Purpose Delta Utilities is seeking a Service Management Lead who will own the full Service Management practice for Delta Utilities with a strong technical focus on ServiceNow. Design, build, and configure ServiceNow while running high-volume Incident and Change operations. Drive continual service improvement through data analytics and leverage generative AI to increase efficiency and effectiveness across processes. Guide ITIL process owners, coordinate business-continuity testing, and act as the day-to-day face of IT service quality for 900+ employees.

Accountabilities And Essential Functions ServiceNow Ownership & Technical Delivery

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Direct the ServiceNow roadmap, architecture, administration, and development teams

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Design and build ServiceNow catalog items, workflows, and automations to support business needs

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Configure ServiceNow to enhance platform functionality

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Maintain CMDB accuracy and integrations with monitoring, automation, communication and asset tools

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Own the relationship with ServiceNow, and other MSP/SI partners—manage contracts, license compliance, renewals, and quarterly business reviews

ITIL Process Leadership

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Serve as process owner for Incident, Problem, Change, Configuration, Asset, Risk, Release / Deployment, Knowledge, and Service Catalog

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Chair weekly Incident and Change review meetings; ensure SLAs, RCAs, and CAB outcomes are met

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Maintain the Service Catalog and Service Portfolio, ensuring each service has an owner

Operational Excellence & Analytics

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Build real-time dashboards and monthly scorecards; analyze MTTR, change success rate, incident trends

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Identify automation opportunities (Power Automate, Azure Functions) and lead improvement sprints

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Utilize generative AI tools to optimize workflows, automate tasks, and enhance operational insights

Leadership & Collaboration

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Mentor platform users and stakeholders in a professional and consultative manner

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Run a quarterly process maturity assessment and provide coaching to process owners

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Chair monthly service reviews with business units, highlighting performance, risks, and improvement plans

Minimum Requirements Minimum education required of the position

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Bachelor’s in Computer Science, Engineering, or similar.

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In lieu of a degree, candidates must have at least 4 additional years of experience in enterprise architecture, in addition to the 8 years of experience required below.

Minimum Experience Required Of The Position

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8+ yrs in IT Service Management; 3+ yrs leading ServiceNow teams; proven record running Incident & Change at enterprise scale and configuring ServiceNow solutions.

Minimum Knowledge, Skills And Abilities Preferred Of The Position

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Deep ITIL v4 expertise, ServiceNow ITSM & CMDB, workflow and catalog item creation, data visualization (Power BI/Fabric), scripting / automation, strong root-cause and communication skills, strong knowledge of generative AI and its application to service management.

Any Certificates, Licenses, Etc. Required For The Position

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Preferred: ITIL v4 Managing Professional required; ServiceNow CIS-ITSM or Architect.

Physical Requirements

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Able to operate a motor vehicle, including the ability to enter and exit vehicle unassisted.

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Able to perform on-site inspections.

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Able to operate a personal computer, either desktop or laptop.

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Able to sit for extended periods of time.

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Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.

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Able to exert up to 50 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

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Perform other job-related duties as assigned, within your scope of responsibilities.

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Job duties are performed in a normal and clean office environment with normal noise levels.

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Work is predominately done while standing or sitting.

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The ability to comprehend, document, calculate, visualize and analyze are required.

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Able to work regular hours, with occasional overtime.

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Able to work rotating shifts, if required.

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Able to respond to emergency calls and/or callouts and occasionally return to work while off duty.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas services across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Delta Utilities is a $1.7 billion organization that represents 600,000 customers and is among the top 40 natural gas utilities in the United States.

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and acquired Entergy's natural gas utilities in Baton Rouge and New Orleans in July 2025.

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at https://deltautilities.com.

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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