Service Availability Process Owner

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A  position at Xcel Energy could be just what you’re looking for.

Position Summary

The TSS Service Availability Process Owner is accountable for the design, governance, and continual improvement of IT Service Management processes, specifically Change Management, Incident Management, and Problem Management. This role ensures processes are consistently applied across the organization, aligned with ITIL best practices, and optimized to minimize service disruptions, manage risk, and improve operational resilience. Additionally, they ensure IT solutions meet business needs, support strategy, and operate smoothly. They provide technical guidance to align solutions with architecture and strategy, and act as a key contact for business, customer, and stakeholder groups.

Essential Responsibilities

• Relationship Management: Collaborate with business areas, customers, and stakeholders to identify needs and opportunities. Advocate for partners during strategic planning and investment decisions. Build strong internal partnerships and coach team members.
• Solution Delivery: Define and maintain end-to-end processes for Change, Incident, and Problem Management. Contribute to Demand Management, and ensure solutions offer excellent user experience and performance. Document and update process workflows, policies and standards.
• Operations Management: Own Incident, Change and Problem Management processes.  Drive root cause analysis and long-term corrective actions. Implement proactive measures to reduce incident recurrence and improve service reliability. Analyze trends and metrics to identify improvement opportunities. Monitor and report on process effectiveness. Deliver process training and guidance to ensure compliance.
• Subject Matter Expertise: Monitor industry and technology trends to enhance delivery practices and improve customer satisfaction.

Minimum Requirements

• Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Seven years of related functional experience.
• ITIL Foundation certification or 4 years of ITIL experience.
• Skilled in recommending innovative solutions and driving continuous improvement using lean and agile methodologies.
• Strong understanding of end-to-end processes, system capabilities, industry standards, and emerging technologies.
• Expert in building subject matter knowledge, mastering processes and tools, and standardizing operations.
• Able to work within a heavily matrixed organization to drive processes, negotiate outcomes, and communicate with diverse stakeholders and business groups.
• Experienced in managing Incident, Problem, and Change processes within complex environments.
• Exceptional communication and stakeholder management abilities.
• Familiar with IT Service Management platforms, such as ServiceNow.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

Non-Bargaining

The anticipated starting base pay for this position is: $97,600.00 to $138,600.00 per year

This position is eligible for the following benefits: Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation.  You will not be penalized for redacting or removing this information.

Deadline to Apply: 01/16/26

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All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility.

 

ACCESSIBILITY STATEMENT

Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at recruiting@xcelenergy.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.