Southern Glazer's Wine & Spirits · 9 hours ago
Director IT Service Management
Miramar, FL
Full-time
Onsite
Director/Executive
10+ years expSouthern Glazer’s Wine & Spirits is a premier wine and spirits distributor with a commitment to excellence and community. The Director of IT Service Management will lead the ITSM group, overseeing the implementation and continuous improvement of ITSM practices to enhance service efficiency and value delivery.
Wine & Spirits
Responsibilities
Accountable product owner of ITSM aimed at a transformational change of service and support in conjunction with the ServiceNow platform owner. Accountable for driving transformational changes in the way we deliver our operational services through @YourService
Provide strategic guidance and oversight of internal and external service providers, ensuring consistently high-quality services with virtually no escalation required. Ensure each function involved in the support model identify and mitigate gaps and risks that impact successful delivery of services
Define and execute the overarching strategy to guide Service Delivery Management, identify opportunities to evolve the existing processes we have in place. Ensure IT is meeting our delivery goals and commitments
Oversee teams, both direct and matrixed, to deliver reliable and consistent outcomes to internal business partners on a day-to-day basis
Leverage strong communication and organizational change management practices to assist with smooth transition and acceptance of the defined service model, the new ways of working with IT, and deployment of standardized services
Optimize the @YourService Experience for our users, identify opportunities to simplify the experience while maintaining a high level of automation. Publish the service request catalog, track health, measure / report performance, and lead service providers to perform continuous improvement
Integrate designed services, service requests, approval workflow, SLAs, runbook automation and reliable delivery channels
Organize and lead the Service Delivery Management team and ETP delivery teams to create and maintain the Standard Service Request Catalog with reasonable Service Level Objectives for standard operational IT services; and oversee the teams to develop and maintain a scalable set of service request processes that simplifies and standardizes the way IT services are requested and delivered
Work in partnership with senior leaders of the technical domains to clarify the Enterprise support model, deliver and provision all services with a standard of excellence
Provide ongoing development of metrics to measure, report, and communicate performance and success through use of ticketing data and other key data
Work closely with IT leaders to communicate business partner satisfaction issues and opportunities. Facilitate definition of challenging yet achievable service level objectives. Understand challenges with service delivery and guide them to provide exceptional support
Compile, review and use business partner satisfaction data to understand the current baseline. Guide technical domain leaders, application support teams, and vendors to continuously optimize processes and procedures and provide continuously improving services
Guide ITSM team to monitor and provide oversight for ongoing services to ensure workflow queues are well managed and services are continuously improving
Educate and train IT staff and all levels of management on service management methodology, best practices, and their respective responsibilities
Provides leadership, direction, and performance of technical teams to ensure delivery of IT services. Provides the vision and leadership for the team ranging from short term tactical steps to long term direction and strategy
Leads strategic technological planning to achieve business goals by prioritizing technology initiatives to enhance the enterprise architecture and coordinating the evaluation, deployment, and management of current and future technologies
Provide stretch opportunities and coaching to develop team and deliver results
Develop business case justifications and cost/benefit analyses for technology spending and initiatives
Collaborate with the appropriate departments and outside vendors to develop and maintain a technology plan that supports organizational needs
Directs development and execution of a disaster recovery and business contingency plan
Analyzes complex business needs and recommends technical solutions to the Executive Team
Ensures adequate IT resources and support for remote users (including international travelers and employees), and subsidiaries
Provides technical support in addressing building and equipment maintenance services, along with other services necessary for buildings and business operations
Defines and communicates corporate procedures, policies, and standards for the organization for acquiring, implementing, and operating hardware and software
Contributes collaboratively within a fast-paced environment to ensure design and delivery of high-quality solutions which adhere to industry standards for architecture, security and privacy, and best practices
Conduct research to remain up-to-date and knowledgeable regarding industry trends and emerging technologies in anticipation of new business processes and system alterations
Directs and prioritizes the workload of subordinate personnel and assists with workload prioritization as needed
Ensures continuous delivery of technical services through oversight of service level agreements with end users and monitoring systems, programs, and equipment performance
Conducts and coordinates analysis, design and implementation of computer-based information systems to meet user requirements
Performs performance and conducts interviews and makes recommendations for new hires, consultants and/or replacement personnel
Qualification
Required
Bachelor's degree and formal education in relevant disciplines (Business, Engineering, Information Systems, Computer Science, Mathematics or relevant degreed)
10+ years related experience in technology management, customer relationship management and staff management
Ability to work with multiple technologies, aptitude for new technologies and ability to effectively apply technological solutions to business problems
Proven experience in planning, organization, implementation and development of service management framework
Experience successfully managing the support of application, systems, or infrastructure environments
Measures personal success through impact on business results, and client service
Able to stand back from immediate problems to focus on more far-reaching ideas
Develops a strategic plan to realize the vision
Revises and adjusts strategy considering changing circumstances
Takes a long-term view of organizational success
Native ability to function in multiple roles simultaneously and demonstrates key attributes for working at the next level of seniority
Experience managing multiple mediums to large projects across multiple functions including planning, analysis, design, development, implementation, and satisfaction of project requirements
Experience managing and mentoring team members including providing stretch opportunities and coaching to develop team and deliver results
Proven experience successfully managing business and technical resources under an integrated project plan to ensure the alignment of resources
Experience presenting, escalating, and providing solutions to senior leadership
Experience managing a variety of viewpoints to build consensus and create positive outcomes for all parties
Proven record of focusing on building trusted relationships with those responsible for execution
Ability to quickly assess work for areas of risk, identify gaps and recommend areas for improvement
Showcases strong organizational effectiveness, improvement, and development skills
Experience as an exceptional facilitator including light-touch facilitation
Preferred
Master's Degree
Proven experience delivering an ITSM program and enabling an ITSM roadmap
ITIL Foundation certification or equivalent education
8+ years of experience in IT service management
5+ years of experience with ITSM tools such as ServiceNow and/or JIRA management
5+ years of experience designing and implementing service management strategies
5+ years of experience monitoring and measuring performance against SLAs and KPIs
6+ years of experience in a leadership role
Project Management (PMI) or Agile Certification
Experience working in an Agile technical environment
Experience working with the following tools: Jira, SalesForce, Confluence and SharePoint
Competent with SAFe, Scrumban, XP, Kanban, Lean, and other Agile frameworks
Experience in food and beverage, CPG or distribution industry
Benefits
Comprehensive medical and prescription drug coverage
Dental and vision plans
Tax-saving Flexible Spending Accounts
Disability coverage
Life insurance plans
401(k) plan
Tuition assistance
Wellness program
Parental leave
Vacation accrual
Paid sick leave
Company
Southern Glazer's Wine & Spirits
Southern Glazer’s Wine & Spirits is the world’s pre-eminent distributor of beverage alcohol, and proud to be a multi-generational, family-owned company.
10001+ employees
H1B Sponsorship
Southern Glazer's Wine & Spirits has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (27)
2024 (22)
2023 (17)
2022 (19)
2021 (17)
2020 (14)
Funding
Current Stage
Late StageLeadership Team
Bobby Burg
Senior Vice President, Operations and Chief Supply Chain Officer
Lee Brian Schrager
Chief Communications Officer & SVP Corporate Social Responsibility
Recent News
Digital Commerce 360
2025-09-05
Company data provided by crunchbase