Director, ITSM

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life. Graco has excellent opportunities available to individuals who want to be part of fast-moving, growing company – especially candidates committed to quality, innovation and solving customer problems. Graco was proud to be named a Best Place to Work in Manufacturing and Production by Fortune Magazine in 2016, 2018, 2019 and 2021. The Director of IT Service Management Services will be responsible for leading the implementation, management, and continuous improvement of ITIL-based processes and ITSM tools across the organization. This role focuses on ensuring efficient, scalable, and reliable IT service delivery by overseeing the full lifecycle of IT services, from incident and problem management to change and release management. The Director of IT Service Management will also lead initiatives to enhance end-to-end observability and ensure ITSM tools are optimized for tracking, reporting, and improving IT operations.What You Will Do at Graco ITIL Process and Service Management Tools LeadershipLead the implementation and optimization of ITIL processes like Incident, Problem, Change, and Configuration Management to ensure efficient service delivery across the organization.Integrate ITSM tools, such as ServiceNow, with ITIL processes, driving automation, real-time reporting, and minimal customization.Focus on tool configuration to enhance self-service, knowledge management, and reporting capabilities, ensuring alignment with business needs and reducing business impact.End-to-End Observability and Service Delivery ImprovementImplement end-to-end observability solutions to monitor IT services and infrastructure performance, integrating these tools with ITSM for proactive incident detection.Set up metrics, dashboards, and alerting mechanisms for continuous monitoring of service level objectives (SLOs).Manage service delivery by developing SLAs, driving continuous service improvement (CSI), and using performance data to reduce mean time to resolution (MTTR) while enhancing operational efficiency.Incident, Problem and Change ManagementOversee major incident management to ensure quick resolution and minimal business disruption.Lead root cause analysis for problem management, implementing permanent fixes to avoid recurring issues.Manage change control processes to ensure safe deployments, minimizing operational risks.Coordinate and communicate incidents, problems, and changes effectively with stakeholders across the organization.Stakeholder CollaborationWork closely with IT leadership, business units, and external vendors to ensure ITSM services align with business needs and objectives.Serve as the primary point of contact for IT service management issues, providing regular updates to senior management and stakeholders on service performance, improvements, and risks.Act as a trusted advisor to business stakeholders, helping them understand how ITSM practices and tools can support their operational goals.Team Leadership and Financial Management Lead, mentor, manage, and staff an ITSM team, ensuring alignment with organizational goals and promoting a culture of excellence. Drive team performance by setting clear goals, providing ongoing feedback, and facilitating professional growth opportunities. Establish, manage, and be accountable for the annual budget, ensuring effective allocation of resources and alignment with organizational strategic objectives. What You Will Bring to Graco Bachelor's degree in Computer Science, Information Technology or related field; Master’s degree in related field preferred.ITIL v3 or ITIL 4 certification required. Additional certifications related to ITSM tools, observability, or IT service delivery are preferred.10+ years of experience in IT Service Management.Excellent leadership skills; 5+ years of team leadership experience preferred. Strong experience with ITIL frameworks and ITSM best practices.Proven experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar platforms.Familiarity with observability and monitoring tools (e.g., Splunk, Datadog, New Relic, SolarWinds) and their integration into ITSM processes.Understanding of configuration management databases (CMDB) and asset management.Proven ability to lead and develop high-performing teams, manage cross-functional projects, and drive process improvements across IT operations.Strong communication, collaboration, and problem-solving skills.Ability to influence and engage with stakeholders at all levels of the organization.Accelerators Global industrial manufacturing experience and knowledge.Experience with automation and service orchestration tools.Proven Quality. Leading Technology. Launch your career with Graco!Graco offers attractive compensation, benefits and opportunities for both professional development and career progression. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k) and tuition reimbursement.Our expectations are high. That's why we are always looking to hire the brightest and the best!SummaryLocation: Minneapolis, Minnesota, USAType: Full time