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IT Service Operations Manager
2 months ago
About Us:
- Coca-Cola Beverages Florida, LLC (Coke Florida) is a family-owned independent Coca-Cola bottler recognized as one of the largest privately-held bottlers in the United States.
- We are responsible for the sales, marketing, manufacturing, and distribution of a wide range of beverages, including products from The Coca-Cola Company and other partners.
- Our commitment to excellence has earned us recognition as a 2023 US Best Managed Company by Deloitte Private and The Wall Street Journal.
Eligible full-time associates can take advantage of our comprehensive Total Rewards Program, which includes:
- Wellness initiatives, including health, dental, and vision coverage
- 401K plan with a competitive company match
- Supplemental Life Insurance options
- Generous vacation time and paid holidays
- Tuition reimbursement opportunities
- Employee Assistance Programs (EAP)
- Attractive salary packages
The IT Service Operations Manager will be based in our headquarters and will oversee essential teams and functions that guarantee the effective support of technology applications and services. This role is critical in maintaining technology systems and hardware across various locations while ensuring that high-quality technology services are delivered to our associates. The manager will lead a team of Incident Managers, Digital Guides, and Field Technology Analysts to achieve these objectives. Furthermore, this individual will be responsible for setting and managing expectations with technology leadership and executives across different business units to ensure the team meets these standards consistently.
Key Responsibilities:
- Oversee and enhance technology service delivery across all facilities, ensuring adherence to established systems and procedures.
- Manage the incident, service request, change, and escalation processes, ensuring optimal performance and accurate reporting.
- Take charge of major incidents, coordinating resolution efforts and maintaining effective communication with stakeholders.
- Act swiftly to restore any disrupted technology applications or services.
- Conduct in-depth investigations and diagnoses of incidents and service requests across the production application and systems portfolio.
- Foster key relationships and refine technology service delivery processes.
- Serve as a technology ambassador, facilitating effective communication on technology matters across various business roles and locations.
- Collaborate closely with both business and technology teams to drive quality improvements in technology services.
- High school diploma or equivalent experience.
- A minimum of 5 years of leadership experience in an IT Service Delivery or Customer Relationship Management role.
- Strong business and technology understanding.
- A genuine passion for technology and customer service.
- Proven experience in team leadership or demonstrable skills in leading teams.
- Experience in Service Management or Support within a large-scale, diverse environment, particularly in incident management and escalation procedures.
- Familiarity with ITIL practices.
- Willingness to mentor and support junior staff.
- Exceptional customer service skills.
- Able to perform under pressure and meet deadlines.
- Demonstrated flexibility in approach.
- Broad knowledge of technologies, including ITSM tools, desktop troubleshooting, network administration, device management tools, mobile device support, Active Directory, cloud computing, and contemporary software applications.
- Ability to thrive in a diverse working environment.
Coca-Cola Beverages Florida is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment based on race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, veteran status, disability, or any other protected class.
