IT Services Manager: Delivery, SLAs & Leadership

Public Service Company of New Mexico (PNM); Albuquerque (NM); On-site; USD 95,000 - 161,000; Full time

Job summary

Public Service Company of New Mexico (PNM) seeks an experienced IT Manager to lead service planning and client coordination across Information Services and Telecommunications. The role emphasizes building strong cross-functional partnerships and guiding IT initiatives at the business-unit level.

You will work under general supervision to align IT services with business goals, manage budgets, and drive performance improvements while mentoring a diverse team of IT professionals.

Qualifications

• Bachelor's degree with 5–7 years related experience in IS/IT or equivalent.

Responsibilities

• Develops service plans for a business unit or service areas.
• Negotiates and reports on service level agreements and addendums.
• Manages client requests for development, PCs, phones, consulting, vendors, RFP/RFI development.
• Develops the annual budget to support approved plans and projects.
• Monitors performance to stay within budget and ensure client satisfaction.
• Participates on the senior IS management team to shape IT and IS business plans.
• Leads a group that may include project managers, coordinators, consultants, and technical personnel.

Skills

Learning aptitude

Leadership

Customer service experience

IVR knowledge

Web development

MS Office 365

Project management

Education

Bachelor's degree in Information Resource Management / Computer Science / Business Computer Systems (or related)

Tools

IVR systems

Enterprise-grade MWM/FSM software

MS Office 365

Web development

Job description

Public Service Company of New Mexico (PNM) seeks an experienced IT Manager to lead service planning and client coordination across Information Services and Telecommunications. The role emphasizes building strong cross-functional partnerships and guiding IT initiatives at the business-unit level.

You will work under general supervision to align IT services with business goals, manage budgets, and drive performance improvements while mentoring a diverse team of IT professionals.