Manager, IT Service Delivery; AI​/ML Platform Services

Job Title: Manager, IT Service Delivery (AI/ML Platform Services)

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

Primary

Location:

New Orleans, LA;
The Woodlands, TX

The Manager, AI/ML Platform Services is a key technical leadership role within the IT Platform organization. The position supports the AI organization and other internal users of the AI/ML platform, leading a team of platform and software engineers who maintain, operate, and enhance the enterprise AI/ML platform infrastructure. The manager ensures the platform is reliable, predictable, cost‑effective, and secure while supporting the AI products built on it.

• Platform Operations and Maintenance:
  Oversee day‑to‑day operations of the AI/ML platform, ensuring high availability and performance of all platform services. Monitor platform health, manage capacity planning, and coordinate scheduled maintenance with minimal disruption to AI product operations.
• Support and Incident Management:
  Establish and manage incident response processes, define escalation paths, and ensure timely resolution of support tickets. Maintain on‑call rotations and track support metrics such as response times and resolution rates.
• Team Leadership and Development:
  Lead, mentor, and develop a team of platform and software engineers. Conduct performance reviews, identify training needs, and foster a culture of operational excellence and continuous learning.
• AI Organization Partnership:
  Serve as the primary interface between the IT Platform organization and the AI organization, participating in product planning discussions to understand upcoming platform requirements and managing handoff processes.
• Cloud Cost Management:
  Monitor and optimize cloud infrastructure costs associated with the AI/ML platform, implement cost controls, and provide regular reporting on cloud spend.
• Security and Compliance:
  Ensure the AI/ML platform meets security requirements and compliance standards, collaborate with IT security and audit teams, and support security audits with remediation actions.
• Documentation and Knowledge Management:
  Maintain comprehensive documentation for platform configurations, operational procedures, and troubleshooting guides; create runbooks for common tasks and incident response.
• Continuous Improvement:
  Identify and implement improvements to platform stability, performance, and operational efficiency, automating routine tasks and recommending upgrades or enhancements.

• Education:
  
  Bachelor’s Degree in Computer Science, Information Systems, or a related technical field;
  Master’s degree preferred.
• Experience:
  
  7+ years in IT infrastructure, cloud platforms, or platform engineering; 3+ years leading and mentoring technical teams.
• Preferred:
  Experience with cloud‑based AI/ML platforms and the utility industry.

• General Capabilities: Excellent written and verbal communication; strong customer service orientation; ability to manage multiple priorities in a fast‑paced environment; strong analytical and problem‑solving skills; mentoring and coaching capabilities; experience managing operational budgets and vendor relationships.
• Functional Knowledge: Understanding of IT service management frameworks (ITIL or similar); experience operating in a shared‑services or support model; ability to translate technical concepts to non‑technical stakeholders.
• Leadership: Demonstrated ability to lead and develop high‑performing technical teams; experience establishing operational processes and standards; willingness to be hands‑on when needed.
• Problem Solving: Strong troubleshooting skills for complex technical issues; ability to perform root cause analysis and implement preventive measures; experience managing incidents and driving timely resolution.
• Interpersonal
  
  Skills:
  
  Strong collaboration skills with the ability to work effectively across organizational boundaries; customer‑focused mindset with commitment to service excellence; ability to build and maintain productive relationships with AI organization partners.

The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, and termination.

The Entergy System of Companies prohibits any form of unlawful employee harassment and maintains a policy of strict non‑discrimination in employment. Requests for reasonable accommodations for applicants with disabilities may be made in writing.