Director IT Service Management and Operations
Company: Southern Glazer's Wine and Spirits
Location: Dallas
Posted on: January 26, 2023
Job Description:
OverviewThe 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 responsibilitiesPrimary 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
personnelMinimum Qualifications
- Bachelors 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
facilitationPreferred Qualifications
- Masters 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
industryAgile 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 teamPhysical 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 20lbsSouthern Glazer's Wine and Spirits provides
equal employment opportunities to all employees and applicants for
employment and prohibits discrimination and harassment of any type
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.
Keywords: Southern Glazer's Wine and Spirits, Dallas , Director IT Service Management and Operations, Executive , Dallas, Texas
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