IT Infrastructure Delivery Management Consultant

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.

About the Role

The IT Infrastructure Delivery Management Consultant helps ensure technology infrastructure services are delivered effectively, efficiently, and with a strong focus on customer needs. This role serves as a key connection point between stakeholders and IT teams, helping prioritize work, coordinate resources, improve service delivery, and support the successful introduction of new technologies. By enabling reliable technology operations and continuous improvement, this position helps APS provide safe, dependable service to the communities it serves.

Responsibilities

• Partner with business and IT stakeholders to understand upcoming technology needs and help align infrastructure services to support organizational goals.
• Coordinate across teams to prioritize work, manage competing demands, and keep infrastructure initiatives moving forward.
• Monitor service delivery performance and identify opportunities to improve efficiency, quality, and the customer experience.
• Build strong relationships with customers and stakeholders by providing clear communication, setting expectations, and ensuring needs are understood.
• Support the successful transition of new technologies into production by working with project teams to ensure operational readiness.
• Collaborate with IT leadership to review demand trends, manage work backlogs, and recommend improvements that strengthen service delivery outcomes.
• Communicate, coordinate, and champion all business requirements as input into I&O strategy and services.
• Operate as an effective customer advocate while maintaining an understanding of changing business and I&O needs and priorities.
• Build positive and productive working relationships with I&O's customers.
• Monitor and track performance expectations between the business and I&O to ensure alignment with business needs and expected technology outcomes.
• Communicate and coordinate inquiries, status, and results across multiple projects and areas within the defined customer portfolio.
• Provide upward communications to both I&O and business leadership on customer satisfaction, timely delivery of services, and quality.
• Participate in business strategy sessions to understand current and planned utilization of business applications and represent business needs for technology integration.
• Maintain a comprehensive, current view of resource capabilities, capacity, and interdependencies with other business and I&O projects.
• Guide, train, and educate I&O tower leads on best practices related to all I&O services.
• Support I&O strategy development to ensure achievement of APS strategic goals.
• Provide innovation to business partners through deep understanding of new technology capabilities that align to business needs.
• Coordinate I&O resources to support project and delivery needs, including vendor staffing, emergency requests, change management, maintenance window support, and potential off-hours and on-call needs.
• Coordinate resource and demand forecasting and workload assignments according to customer delivery requirements.
• Provide oversight and support to I&O leadership to ensure high levels of competence and operational excellence.
• Actively monitor and manage the I&O Service Catalog to align with customer expectations and new service offerings.
• Recommend workflow improvements and automation opportunities to enhance efficiency and throughput.

Requirements

• BS/BA degree in Information Systems, Computer Science, business, or related field (or equivalent combination of four years relevant information science work experience and relevant college coursework).
• Eight (8) years of progressively responsible related experience.
• Fundamental understanding of I&O business operations, processes, and business unit systems utilized within the organization.
• Demonstrated knowledge of service management concepts and practical applications.
• Understanding of process improvement, performance management, and resource management.
• Expertise in PC applications including advanced skill level in Microsoft Excel, Access, and Word.
• Proficient knowledge of emerging practices and technologies used within the business area.
• Knowledge of applicable federal and state laws, regulations, and standards impacting business areas.
• Demonstrated verbal and written communication skills.

Qualifications

• Experience coordinating technology infrastructure services, projects, or operational initiatives across multiple teams.
• Understanding of IT Infrastructure Operations (I&O), service delivery, and technology support environments.
• Ability to balance competing priorities, manage demand, and maintain visibility into work progress and outcomes.
• Strong relationship-building and communication skills with the ability to collaborate effectively with technical and non-technical stakeholders.
• A continuous improvement mindset with the ability to identify process efficiencies and enhance service delivery practices.
• Strong organizational, planning, and problem-solving skills with a focus on customer satisfaction and results.

Schedule

Home based: Home based employees primarily work from their home offices and come into an APS facility on an as-needed basis. Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees). Working from a home office requires adequate technology and an appropriate ergonomic set up. Role types are subject to change based on business need.

This position may require access to and/or use of information subject to U.S. Export Control Laws. Therefore, some positions may require applicants to be a U.S. person (U.S. Citizen, U.S. Lawful Permanent Resident, Political Asylee, or Refugee).