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Manager, IT Customer Solutions Delivery

March 6, 2026

About the position

As Arizona stewards, APS is committed to doing what’s right for the people and prosperity of our state. As the Manager of IT Customer Solutions Delivery, you will lead the teams responsible for designing, building, and supporting the technology platforms that shape the customer experience—systems such as CC&B, MDMS, Dynamics 365, aps.com and the Mobile App, as well as key Contact Center technologies. Your leadership ensures these tools operate seamlessly for customers, field partners, and business stakeholders while supporting our mission to deliver safe, reliable, and affordable energy. In this role, you will guide critical system enhancements, drive integration across platforms, and oversee the delivery of solutions that improve communication, engagement, and operational excellence. Your work helps create a sustainable energy future by enabling innovative, customer‑first technologies that strengthen the APS Promise to design for tomorrow, empower each other, and succeed together.

Responsibilities

Lead and mentor technology teams responsible for defining requirements, designing solutions, and delivering enhancements across customer-facing platforms.
Support planning, prioritization, and execution of initiatives that elevate customer, field, and operational experiences.
Oversee integration of systems such as CC&B, MDMS, Dynamics 365, aps.com/Mobile App, and Contact Center technologies to ensure a unified and scalable technology environment.
Resolve complex technical and operational challenges by identifying practical, innovative solutions.
Partner with business stakeholders to understand needs and develop systems that improve processes, reliability, and customer satisfaction.
Ensure solutions align with architectural standards and deliver customer‑focused outcomes that reflect our mission and values.

Requirements

A technology leader with experience in systems analysis, design, development, implementation, and support across customer‑facing platforms.
A collaborative manager skilled in coaching teams, coordinating priorities, and driving shared success.
A strong problem solver who balances technical best practices with real‑world business needs.
A customer‑centered communicator who builds trust, resolves challenges effectively, and models accountability.
Someone who embodies the APS Promise: innovating for tomorrow, empowering teams, and delivering success together.
BS in Computer Science, Business or related degree or equivalent work experience.
PLUS eight to ten (8-10) years progressively responsible related experience in area/s of assignment is required to obtain an advanced understanding of information and/or communication systems, operating systems, network communications, equipment and infrastructure.
Demonstrated leadership skills required.
Demonstrated high quality oral, written and presentation communication skills, high quality interpersonal and people management skills, and demonstrated experience in project management.
Extensive experience in the development, integration, and support of information and communication systems applications, distributed and mainframe environments, network architecture and sub-systems, distributed and mainframe server architectures cross platform interfaces.
Extensive experience in information systems methodologies, systems guidelines & architectures, and technologies.
Directs the delivery and maintenance of quality information and communication systems solutions to support PNW business processes that follow all I/S guidelines and architectures. Ensures client assistance and 7 day per week/24 hours a day support for operational systems consistent with Service Level Agreements and business processes are optimized. Ensures preferred technical architecture and business requirements are balanced to provide effective information and communication systems solutions, sound architecture, and cross-system integration objectives.
Resolves technical issues and recommends and implements viable alternatives and solutions.
Ensures departmental costs remain within approved budget. Continually improves department work processes.
Develops unit level strategic plans that support corporate and I/S plans. Supports client planning process and prioritization for systems technology implementation. Assigns, directs, facilitates, reviews and approves unit work activities. Ensure effectiveness and productivity of the work unit.
Maintains knowledge and understanding of business processes. Manages, negotiates, and meets client's expectations. Implements performance management programs. Spends time with staff on performance focusing. Develops and retains a highly skilled technical team including a supervisory backup. Actively seeks to improve own skills and knowledge to apply to current and emerging business and technical environment. Ensures appropriate staffing levels and that staff has technical skills and business skills to support objectives of the organization.
Acts to produce effective teams. Ensures the development of a cooperative culture that supports team accomplishments.
In a timely manner, communicates issues openly and honestly with staff, peers, management and customers.

Nice-to-haves

Previous supervisory experience preferred.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...