Senior Manager, Utilities, Customer Information Systems (SAP/Oracle)

About the role

West Monroe is hiring a Senior Manager with experience in electric and/or gas Customer Information Systems (CIS) and associated platforms and solutions to join our Energy and Utilities Practice.

Responsibilities

• Lead end-to-end delivery of utility CIS programs, including system implementations, upgrades, conversions, integrations, and optimization initiatives.
• Serve as a functional and/or solution lead for CIS program implementations, including leveraging knowledge of and experience with Oracle CC&B, SAP, and other platforms.
• Translate business requirements into scalable functional and technical solutions aligned to utility operations (billing, metering, customer care, credit & collections, rates, and regulatory requirements).
• Own project workplans, timelines, budgets, and resourcing in coordination with program leadership.
• Ensure adherence to delivery methodologies, quality standards, and governance processes.
• Coordinate across vendors, systems integrators, and client teams in multi-vendor environments to drive successful implementation of CIS and customer platform deployments and organizational readiness and adoption.
• Act as a primary point of contact for client stakeholders at the manager and director levels.
• Leverage AI tools to accelerate analysis, synthesize complex information, and support data-driven recommendations for clients, exercising judgment in evaluating outputs.
• Apply AI technologies (e.g., generative AI, automation tools, data models) to enhance insights, improve delivery efficiency, and elevate the quality of client outcomes.
• Collaborate with senior team members to identify client needs and support the development of proposals, presentations, work plans, pricing estimates, and risk assessments for potential projects.
• Build and maintain strong client relationships by delivering high-quality work and demonstrating expertise in CIS and utility operations.
• Support senior leaders in expanding relationships with industry GIS solution providers and consulting partners to enhance collaboration and service offerings.
• Contribute to utility CIS thought leadership, accelerators, and delivery assets.
• Stay current on Oracle CC&B and SAP Utilities roadmaps, industry trends, and regulatory developments.
• Support internal initiatives related to practice growth, capability development, and knowledge sharing.

Qualifications

• Bachelor’s degree in Business, Information Systems, Engineering, or a related field (or equivalent experience).
• 10+ years of consulting or utility industry experience, with significant exposure to utility CIS programs.
• Hands-on experience with Oracle CC&B (implementation, configuration, or functional leadership).
• Experience with SAP Utilities (IS-U and/or S/4HANA Utilities).
• Experience with large-scale system transformations, data conversions, and system integrations.
• Proven experience leading teams and managing client-facing engagements.
• Strong understanding of utility business processes (e.g., billing, rates, meter-to-cash, customer service, credit & collections).
• Excellent communication, stakeholder management, and problem-solving skills.
• Prior experience in a management consulting environment.
• Familiarity with utility regulatory environments and rate structures.
• PMP, SAFe, Oracle, or SAP certifications are a plus.
• Experience integrating AI tools (e.g., ChatGPT) into day-to-day workflows to enhance productivity and insight generation, coupled with strong critical thinking to assess accuracy, mitigate bias, and ensure high-quality outputs.
• Willingness to travel up to 75%, depending on client needs and engagement model.