Manager, It Service Management

CRUSH IT HERE!

We're not just about grapes. Our bold ambition is to be the leading company of convenient, good for you, fruit-based food and beverage globally. To make this happen, we need talented, agile and innovative people who want to help us grow something special together.

Our culture is authentic, and we are building an inclusive environment where you belong and can be the best version of yourself. If you're passionate about achieving goals, trying new things and making an impact every day, we want to hear from you!

POSITION SUMMARY:

We are looking for a Manager, IT Service Management to join our team and be responsible for our overall IT Service Management (ITSM) and Enterprise Service Desk functions.

Additionally, you will be the primary resource responsible for the overall quality of service delivery to the entire organization. This person will also provide strategic and hands-on leadership and support for our end user community.

WHERE YOU'LL WORK / HYBRID WORK MODEL:

This role will be based out of our Concord, MA headquarters with Thursdays and Fridays being flexible remote days. On occasion, this cadence may shift based on business needs.

WHAT YOU'LL DO:

• Oversee the establishment and use of best practices as part of ITSM program
• Lead transformation of Service Management to closer integration with Infrastructure Managed Services (IMS) and the overall enterprise digital transformation
• Chair weekly change advisory board meetings as part of Change Management
• Build and maintain Service Level Objectives/Agreements, Knowledge Base (KB) articles, policies and procedures related to ITSM practice
• Own asset management and reporting to ensure license compliance
• Provide monthly KPI and recommend continual service improvements
• Research and recommend appropriate hardware platforms, devices, operating systems, processes and applications and promote business cases for new improvements
• Manage images, software and system patches for physical and virtual environments
• Build and maintain partnerships with technical teams, business partners and vendors
• Ensure a secure and reliable work environment, including: management, recovery, antivirus and encryption of all desktop assets
• Manage service desk and onsite support staff across multiple locations

WHO YOU ARE:

• Passion for achieving excellence in service delivery, solving complex problems, and taking significant ownership of a transformational agenda
• Excellent technical, analytical, problem solving, multitasking, and time management skills with consistent attention to detail
• Ability to effectively learn, communicate and use new processes, concepts, tools, and methodology to support the needs of the enterprise
• Change agent with strong interpersonal skills, with the ability to work across functional lines and at many levels to engage, educate and shift existing behaviors and beliefs
• Excellent project, presentation (written and verbal) and communication skills
• Ability to effectively share technical information and train/mentor less experienced or knowledgeable team members

WHAT YOU'LL NEED:

• Bachelor's degree in computer science, business management or related fields preferred. An equivalent combination of education and experience that proves competence in role may be considered
• 5+ years proven work experience with IT Service Management in an enterprise environment delivering and maintaining the company's IT services
• Experienced implementing Microsoft and cloud based solutions
• Experience transforming service desk and overall Service Management processes preferred
• Proven skills in IT Infrastructure, project and process management
• Experience managing outsourced IT Service Desk providers
• Ability to work within a 24/7 environment across multiple time zones
• ITILv4 Foundation Certificate completion preferred
• Expert knowledge in troubleshooting end user hardware and Windows OS
• Knowledge of networking protocols and configurations (TCPIP, etc.)
• Experience with enterprise applications including Active Directory, Microsoft Intune, M365, Adobe and Oracle Client Applications
• Ability to travel domestically up to 20%

WHAT YOU'LL ENJOY:

• Organization with a bold, clear purpose
• Authentic culture that supports working together to deliver results
• Workplace where teams care about each other and your voice is heard
• Core and voluntary benefits so you can choose the right recipe for you
• 40 hours paid volunteer time off for all non-union employees
• Generous 401(k) plan with annual company match
• Flexible schedules so you can balance your work life priorities
• Learning and development opportunities with coaching
• Safe and clean working environment

Welch's is an Equal Employment Opportunity Employer: Minority/Female/Disability/Protected Veteran