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Welch's · 2 days ago

Senior Manager, IT Operations and Service Management

Waltham, MA

Full-time

Hybrid

Senior Level, Lead/Staff

$165K/yr - $175K/yr

10+ years exp

Welch's is on a journey towards becoming a global leader in fruit-based food and beverages, and they are seeking a Senior Manager for IT Operations and Service Management. This role is responsible for overseeing IT service delivery and operations, ensuring operational excellence, and managing relationships with Managed Service Providers.

E-CommerceFood and Beverage

Responsibilities

Lead day-to-day IT operations across infrastructure and in partnership with enterprise applications leaders

Oversee ITIL standard processes including incident, problem, and change management

Serve as the primary liaison between internal IT teams and external MSPs delivering infrastructure and application services, ensuring seamless integration and accountability

Co-Architect and implement a multi-vendor service delivery model, ensuring interoperability between different MSPs

Design governance structures, service catalogs, and operational playbooks for joint service delivery

Establish end-to-end service monitoring and performance visibility across all technology domains

Lead the enterprise service management function (ITSM), including process design and automation

Drive adoption of service management tools and data-driven insights to improve service quality

Implement continual service improvement initiatives based on performance analytics and business feedback

Partner with business units to ensure IT services meet evolving operational needs

Manage operational risks, compliance requirements, and audit controls related to service delivery

Develop and maintain IT operations documentation, business continuity, and disaster recovery plans

Qualification

ITIL v4Service IntegrationIT Service ManagementCloud operationsMicrosoft solutionsActive DirectoryProcess managementProject managementAnalytical skillsProblem solvingCommunication skillsInterpersonal skillsTime management

Required

Bachelor's degree in computer science, business management or related fields. An equivalent combination of education and experience that proves competence in role may be considered

10+ years proven work experience with IT Service Management in an enterprise environment delivering and maintaining the company's IT services and operations

Proven experience overseeing MSPs and operating in a multi-sourced MSP delivery model

Experience implementing Microsoft and cloud solutions

Experience transforming service desk and overall Service Management processes

Proven skills in IT Infrastructure, project and process management

Strong understanding of ITIL v4, Service Integration and Management (SIAM), and ITSM tools

Expert knowledge in troubleshooting end-user hardware and Windows OS

Proven experience with cloud operations (Azure, AWS), enterprise networking, and hybrid environments

Experience with enterprise applications including Active Directory, Intune, M365

Ability to work within a 24/7 environment across multiple time zones and travel domestically up to 20%

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