Overview

The Senior Director IT Service Management and Operations leads the IT Service Management group that ensures IT operational services meet business needs through an actively managed service portal, optimized service delivery processes, service level targets, and performance metrics and reporting. 

Specialized Skills and Technologies

• Accountable sponsor for a key program (Service First) aimed at transformational change of service and support, including deployment and integration of ServiceNow into our ways of working.  Accountable to drive transformational changes in the way we deliver our operational services, including the one-stop-shop for IT services.
• Provide strategic guidance and oversight to for internal and external service providers, ensuring consistently high-quality services with virtually no escalation required.  Ensure each function involved in the Service First support model identify and mitigate gaps and risks that impact successful delivery of services. 
• Define and execute the overarching strategy to guide Service Delivery Management.  Ensure IT is meeting our delivery goals and commitments. 
• Oversee teams, both direct and matrixed, to deliver reliable and consistent outcomes to internal business partners on a day-to-day basis. 
• Leverage strong communication and organizational change management practices to assist with smooth transition and acceptance of the Service First model, the new ways of working with IT, and deployment of standardized services.   
• Implement the One-Stop-Shop.  Publish the service request catalog, track health, measure / report performance, and lead service providers to perform continuous improvement. Integrate designed services, service requests, approval workflow, SLAs, runbook automation and reliable delivery channels. 
• Organize and lead the Service Delivery Management team and ETP delivery teams to create and maintain the Standard Service Request Catalog with reasonable Service Level Objectives for standard operational IT services; and oversee the teams to develop and maintain a scalable set of service request processes that simplify and standardize the way IT services are requested and delivered
• Work closely with senior leaders of the technical domains to clarify the Service First support model and to deliver and provision all services with a standard of excellence
• Provide ongoing development of metrics to measure, report, and communicate performance and success through use of ticketing data and other key data
• Work closely with IT leaders to communicate business partner satisfaction issues and opportunities.  Facilitate definition of challenging yet achievable service level objectives.  Understand challenges with service delivery and guide them to provide exceptional support. 
• Compile, review and use business partner satisfaction data to understand current baseline. Guide technical domain leaders, application support teams, and vendors to continuously optimize processes and procedures and provide continuously improving services. 
• Guide ITSM team to monitor and provide oversight for ongoing services to ensure workflow queues are well managed and services are continuously improving. 
• Educate and train IT staff and all levels of management on service management methodology, best practices, and their respective responsibilities

Primary Responsibilities

• Provides leadership, direction, and performance of technical teams to ensure the delivery of IT services.
• Provides the vision and leadership for the team ranging from short term tactical steps to long term direction and strategy.
• Leads strategic technological planning to achieve business goals by prioritizing technology initiatives to enhance the enterprise architecture and coordinating the evaluation, deployment, and management of current and future technologies.
• Provide stretch opportunities and coaching to develop team and deliver results
• Develops business case justifications and cost/benefit analyses for technology spending and initiatives
• Collaborates with the appropriate departments and outside vendors to develop and maintain a technology plan that supports organizational needs
• Directs development and execution of a disaster recovery and business contingency plan
• Analyzes complex business needs and recommends technical solutions to the Executive Team
• Ensures adequate IT resources and support for remote users (including international travelers and employees), and subsidiaries
• Provides technical support in addressing building and equipment maintenance services, along with other services necessary for buildings and business operations
• Defines and communicates corporate procedures, policies, and standards for the organization for acquiring, implementing, and operating hardware and software
• Contributes collaboratively within a fast-paced environment to ensure design and delivery of high-quality solutions which adhere to industry standards for architecture, security and privacy, and best practices
• Conducts research to remain up-to-date and knowledgeable in regard to industry trends and emerging technologies in anticipation of new business processes and system alterations
• Directs and prioritizes the workload of subordinate personnel and assists with workload prioritization as needed
• Ensures continuous delivery of technical services through oversight of service level agreements with end users and monitoring of systems, programs, and equipment performance
• Conducts and coordinates analysis, design and implementation of computer-based information systems to meet user requirements
• Performs performance and conducts interviews and makes recommendations for new hires, consultants and/or replacement personnel

Minimum Qualifications

• Bachelor’s degree and formal education in relevant disciplines (Business, Engineering, Information Systems, Computer Science, Mathematics or relevant degreed)
• 10+ years related experience in technology management, customer relationship management and staff management
• Ability to work with multiple technologies, aptitude for new technologies and ability to effectively apply technological solutions to business problems
• Proven experience in planning, organization, implementation and development of applications or infrastructure
• Experience successfully managing the support of application, systems, or infrastructure environments
• Measures personal success through impact on business results, and client service
• Able to stand back from immediate problems to focus on more far reaching ideas
• Develops a strategic plan to realize the vision
• Revises and adjusts strategy considering changing circumstances
• Takes a long-term view of organizational success
• Native ability to function in multiple roles simultaneously, and demonstrates key attributes for working at the next level of seniority
• Experience managing multiple medium to large projects across multiple functions including planning, analysis, design, development, implementation, and satisfaction of project requirements
• Experience managing and mentoring team members including providing stretch opportunities and coaching to develop team and deliver results
• Proven experience successfully managing business and technical resources under an integrated project plan to ensure the alignment of resources
• Experience presenting, escalating, and providing solutions to senior leadership
• Experience managing a variety of viewpoints to build consensus and create positive outcomes for all parties. Proven record of focusing on building trusted relationship with those responsible for execution
• Ability to quickly assess work for areas of risk, identify gaps and recommend areas for improvement
• Showcases strong organizational effectiveness, improvement, and development skills
• Experience as an exceptional facilitator including light-touch facilitation

Preferred Qualifications

• Master’s Degree 
• Project Management (PMI) or Agile Certification
• Competent with SAFe, Scrumban, XP, Kanban, Lean, and other Agile frameworks
• Experience in food and beverage, CPG or distribution industry

Agile Delivery Values

• Openness – Team and stakeholders agree to be open about all work and challenges
• Commitment – Personally commit to achieving the goals of the team
• Respect – Respect your team members to be capable and independent
• Courage – You have courage to do the right thing and work on tough problems
• Focus – Everyone focus on the work in the sprint and the goal of the scrum team. Rise and fall as a team

Physical Demands

• Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or adding machine
• Physical demands with activity or condition may include walking, bending, reaching, standing, squatting, and stooping
• May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs