IT Service Management Director

Description

McLane is one of the largest and most stable supply chain services leaders in the United States. We've been at the forefront of delivering retail and restaurant solutions for convenience stores, mass merchants, drug stores, and chain restaurants for over 125 years. Our vision is to be an agile, innovative, and unified supply chain partner that delivers a superior customer experience, improves the lives of our teammates and community, and produces best-in-class returns.

The Director of IT Service Management (ITSM) is responsible for overseeing the delivery and support of IT services to ensure they meet the needs of the business. This role involves developing and implementing ITSM strategy and processes to ensure high customer satisfaction, deliver efficiently, and maintain alignment with business goals. The Director manages Service Desk, IT Ops, and Help Desk teams, and ensures continuous improvement of IT services. The Director will work closely with other IT leaders and business stakeholders to align IT support services with business objectives.

This is a hybrid position which will require the candidate to report and work from the office three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX.

BENEFITS:

• Day 1 Benefits available: medical, dental, and vision insurance, FSA/HSA and company-paid life insurance.
• Get paid early. Get paid fast.
• 401(k) with annual company match.
• Paid holidays, Responsible Off (RTO), college tuition reimbursement, and more!

ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:

• Strategic Planning: Develop and implement ITSM strategies and frameworks to support business goals.
• Service Delivery: Oversee the delivery of IT services, ensuring they meet or exceed service level agreements (SLAs) and quality standards. This role is responsible for:


• ITSM Strategy and Design
• Service Desk, Incident, and Problem Management
• Request Management / Fulfillment
• ITSM Catalog and Service Portfolio Management




• Process Improvement: Continuously improve ITSM processes, leveraging best practices and industry standards.
• Team Management: Lead and manage the ITSM team, providing guidance, support, and professional development opportunities. Foster a culture of continuous improvement, collaboration, and customer focus.
• Stakeholder Engagement: Build and maintain strong relationships with business stakeholders, understanding their needs and ensuring IT services support business objectives. Communicate effectively with senior leadership, providing updates on ITSM performance and initiatives.
• Technology and Tool Management: Collaborate with platform and process owners to define, document, and prioritize ITSM tool requirements to meet goals. Ensure the ITSM team and relevant stakeholders are properly trained on tool usage, driving effective adoption, and maximizing the tools' potential in supporting ITSM processes.
• Performance Monitoring: Monitor and report on the performance of IT services, identifying areas for improvement and implementing corrective actions.
• Budget Management: Manage the ITSM budget, ensuring efficient use of resources and alignment with financial goals.
• Compliance: Ensure IT services comply with relevant regulations, standards, and policies. Establish and enforce ITSM policies, procedures, and standards.
• Other Duties: Perform other duties as assigned.

MINIMUM SKILLS AND QUALIFICATION REQUIREMENTS:

• Bachelor's degree in information technology, Computer Science, or a related field required.
• Master's Preferred.
• Have ITIL 4 Foundations and ITIL 4 Expert Certifications
• 15+ years of experience in IT Service Management or related IT field; and 8+ years of leadership experience in ITSM.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to successfully develop and implement ITSM strategies.
• Strong analytical and problem-solving abilities.
• Experience with ITSM tools and technologies.
• This position may require occasional travel.
• Ability to work in a fast-paced, dynamic environment.

WORKING CONDITIONS:

• Hybrid Onsite / remote work environment

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Primary Location: United States-Texas-Temple Work Locations: IS970 HO MBIS 3407 S 31st Street Temple 76502 Job: Information Technology Schedule: Full-time Shift: 1st - Day Employee Status: Regular