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Head of IT Service Operations

2 months ago

Concord, Massachusetts, United States Welch's Full time
Position Overview

Join the Welch's Team

At Welch's, we are on a mission to become the leading provider of nutritious, fruit-based food and beverages globally. To achieve this vision, we seek talented, innovative, and agile individuals who are ready to contribute to our extraordinary journey.

We offer more than just a job; we provide an opportunity to immerse yourself in a vibrant, inclusive culture where you can truly belong and express your authentic self.

Role Summary:

We are in search of an IT Service Management Delivery Leader to oversee our IT Service Management (ITSM) and Enterprise Service Desk operations. This role is pivotal in ensuring the quality of service delivery across the organization and will involve both strategic and hands-on leadership for our end-user community.

Work Environment:

This position will be based in a dynamic workplace that fosters innovation and collaboration.

Our flexible in-office schedule is designed to enhance teamwork while promoting well-being, allowing for a balance of in-office and remote workdays.

Key Responsibilities:

  • Establish and implement best practices within the ITSM framework.
  • Drive the transformation of Service Management to align closely with Infrastructure Managed Services (IMS) and the broader digital transformation of the enterprise.
  • Lead weekly change advisory board meetings as part of the Change Management process.
  • Develop and maintain Service Level Objectives/Agreements, Knowledge Base articles, and ITSM-related policies and procedures.
  • Oversee asset management and compliance reporting.
  • Provide monthly key performance indicators and suggest continuous service enhancements.
  • Research and advocate for suitable hardware platforms, operating systems, and applications to support business improvements.
  • Manage software and system updates for both physical and virtual environments.
  • Foster partnerships with technical teams, business stakeholders, and vendors.
  • Ensure a secure and reliable working environment, focusing on management, recovery, and security of desktop assets.
  • Supervise service desk and onsite support personnel across various locations.

Candidate Profile:

  • Demonstrated passion for excellence in service delivery and problem-solving.
  • Strong technical, analytical, and multitasking abilities with meticulous attention to detail.
  • Proficient in learning and applying new processes and tools to meet enterprise needs.
  • Effective change agent with excellent interpersonal skills, capable of engaging across functional lines.
  • Outstanding project management and communication skills, both written and verbal.
  • Ability to convey technical information clearly and mentor less experienced team members.

Qualifications:

  • Bachelor's degree in computer science, business management, or a related field preferred; equivalent experience may be considered.
  • 5+ years of experience in IT Service Management within an enterprise context.
  • Experience with Microsoft and cloud-based solutions.
  • Background in transforming service desk and ITSM processes.
  • Proven expertise in IT Infrastructure and project management.
  • Experience managing outsourced IT Service Desk providers.
  • Ability to operate in a 24/7 environment across multiple time zones.
  • ITILv4 Foundation Certificate preferred.
  • Expertise in troubleshooting end-user hardware and Windows operating systems.
  • Familiarity with networking protocols and configurations.
  • Experience with enterprise applications such as Active Directory and Microsoft Intune.
  • Willingness to travel domestically as needed.

What We Offer:

  • A clear purpose and vision for the future.
  • Inclusive Culture: Be part of a workplace that values diversity and encourages you to be your best self.
  • Engaged Community: Share your voice and make a meaningful impact on our business success.
  • Flexible Work Model: A collaborative environment that prioritizes well-being and success.
  • Generous Paid Time Off: Enjoy time away from work to recharge.
  • Volunteer Time Off: Paid time for community service activities.
  • Career Development: Access to learning resources and growth opportunities.
  • Competitive Compensation: A comprehensive salary and benefits package.
  • 401K Plan: Generous company match.
  • Flexible Benefits: Tailor your benefits to meet your needs.
  • Parental Leave: Paid leave available after a year of employment.

At Welch's, we offer more than just a position; we provide a platform for growth, innovation, and making a global impact within a passionate community.