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Job Summary:

The ITSM Leader is responsible for establishing and improving Sysco’s IT Service Management practices globally in an Agile context, working with internal IT teams to deliver world-class IT services on an enterprise scale. Expert in ITIL, the ITSM Leader will be working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. The ITSM Leader will also promote service ownership by establishing a Service Catalog along with a solid Service Portfolio Management process. This role reports into the VP, Platform Services and Digital Infrastructure.

Engaged and proactive champion for IT operations and service management solutions, driving continuous improvement of IT services and products through Operational Reviews, enablement, and advocacy for ITIL best practices; oversees delivery of IT services through the ServiceNow platform Respected & Trusted Team Leader with a track record of delivering against commitments and coaching teams to innovate and execute; focus on team development, enablement, and empowerment; highly effective communicator, at all levels of the organization, ensuring stakeholder alignment and inclusion. Performance Driven, Business Partner, skilled in stakeholder management and connecting service delivery solutions with business challenges; someone with a strong technology background and business acumen to maintain alignment between stakeholders and IT in day-to-day operations. Carry strategic responsibility for the performance, efficiency, and leadership of the teams in addition to the delivery of high-quality, robust, and scalable products on a regular basis. Communicates with outside partners and contributes to strategic planning for the business by translating leadership’s vision of the organization’s goals and priorities into KPIs and OKRs.

Duties and Responsibilities:

• IT Operations - Continuous Improvement - Implement policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability; provides consulting services to Senior Management related to the alignment of business needs with IT operations.

• Promote innovative thinking and utilization of IT resources in the business.

• Customer Relationship Management – Manages customer expectations; resolve customer satisfaction issues; train and educate customers on the use of technology; offer alternate solutions to customer problems (e.g., process changes); communicate IT goals, activities and accomplishments to the business.

• This position oversees all aspects of Service Desk operations.

• Platform and Tool Governance - ongoing optimization, rationalization and maturity of all applications (ServiceNow platform) under the Service Management umbrella

• Talent Management – Hiring, developing, and mentoring staff to fulfill the needs of department.

• Financial Management – Overseeing budgeting and management of assigned cost centers.

• Conducts root-cause analysis to prevent issue recurrence. Promotes a culture that encourages healthy issue discussion and resolution.

• Solicits input from both peers and business leaders, particularly concerning decisions that have broad impact and change management components.

• Responds to setbacks by developing alternative approaches to determine the best course of action.

• Accomplishes cultural change of accountability among employees by defining roles and responsibilities to ensure organizational goals are met.

• Builds relationships with peers and business leaders, influencing when necessary to achieve consensus.

• Drive and differentiate between long-term and short-term business benefits, evaluate, and automatically assess issues/risk and communicate them.

• Provides long-term strategic group/area planning and operational oversight for a portfolio of products, features, components, or solutions. Ensures effective prioritization and road mapping.

• Directs and provides guidance to leaders to develop long-term strategic plans for the division.

• Collaborate with finance business partner to create IT business cases.

• Own and manage the budget for a specific area of the organization and operate within budget constraints.

• Thoughtfully crafts messaging for both internal/external audiences.

• Master at visualizing data and ideas to effectively capture attention and influence diverse audiences.

• Identifies potential consequences and risk levels, analyzes multiple alternatives and benefits for a range of potential solutions.

• Builds a diverse staff with a variety of skills who function effectively to accomplish the mission of the organization

• Develops programs while analyzing multiple, diverse views and needs of other departments or external organizations.

• Supports a continuous improvement culture within the organization by prioritizing opportunities and execution of a transformation strategy and metrics.

Education Required:

• Bachelors Degree or relevant experience

Experience Required:

• 10+ years

Licenses/Certifications Preferred:

• ITIL Certifications (Foundation, Practitioner, Intermediate, Expert, or Master).

Technical Skills and Abilities:

• Expert knowledge of ITIL disciplines

• Ability to manage conflict and offer suitable resolutions

• Strong customer service, project management, and quality control skills

• Resource planning skills

• Keen sense of time management

• Strong teamwork skills and attention to detail.

• Excellent written and verbal communication skills

• Willingness to support and mentor junior staff

• Able to manage sensitive and sometimes confidential information

• Self-motivation and able to take responsibility

Physical Demands:

• Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.25lbs

Travel Requirements:

• Willing and able to travel as required < 10%

Work Environment:

• Office and Virtual Work environment

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AFFIRMATIVE ACTION STATEMENT:

Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law. This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.