Job Title:  Director IT Service Management

What You Need To Know

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

The reputation of Southern Glazer’s is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer’s has been recognized by Newsweek as one of America’s Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents and Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Overview

The Director of IT Service Management leads the IT Service Management (ITSM) group, overseeing the implementation, management and continuous improvement of ITSM practice across the organization.  This role involves developing and enforcing standards, ensuring alignment with business objectives, and fostering a culture of service excellence.  This individual will play a critical role in driving IT service efficiency, governance, and value delivery. 

Primary Responsibilities

• Accountable product owner of ITSM aimed at a transformational change of service and support in conjunction with the ServiceNow platform owner.  Accountable for driving transformational changes in the way we deliver our operational services through @YourService.
• Provide strategic guidance and oversight of internal and external service providers, ensuring consistently high-quality services with virtually no escalation required. Ensure each function involved in the 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, identify opportunities to evolve the existing processes we have in place. 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 defined service model, the new ways of working with IT, and deployment of standardized services.
• Optimize the @YourService Experience for our users, identify opportunities to simplify the experience while maintaining a high level of automation. 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 simplifies and standardizes the way IT services are requested and delivered
• Work in partnership with senior leaders of the technical domains to clarify the Enterprise support model, 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 the 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 Part II

• Provides leadership, direction, and performance of technical teams to ensure 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.
• Develop business case justifications and cost/benefit analyses for technology spending and initiatives.
• Collaborate 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.
• 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.
• Conduct research to remain up-to-date and knowledgeable regarding 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 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.

Preferred Qualifications

• Master’s Degree
• Proven experience delivering an ITSM program and enabling an ITSM roadmap
• ITIL Foundation certification or equivalent education
• 8+ years of experience in IT service management
• 5+ years of experience with ITSM tools such as ServiceNow and/or JIRA management
• 5+ years of experience designing and implementing service management strategies
• 5+ years of experience monitoring and measuring performance against SLAs and KPIs
• 6+ years of experience in a leadership role
• Project Management (PMI) or Agile Certification
• Experience working in an Agile technical environment
• Experience working with the following tools: Jira, SalesForce, Confluence and SharePoint
• Competent with SAFe, Scrumban, XP, Kanban, Lean, and other Agile frameworks
• Experience in food and beverage, CPG or distribution industry

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 service management framework.
• 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 mediums 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 relationships 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.

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

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.