Director IT Service Management

Chicago, IL, United States

Director IT Service Management

Job Locations

US-IL-Chicago

Primary Posting Location : City

Chicago

Primary Posting Location : State/Province

IL

Primary Posting Location : Postal Code

60601

Primary Posting Location : Country

US

Requisition ID

2024-432207

Position Type

Full Time

Category

Professional: (IT, Finance, Legal, HR, Talent Acquisition, Administrative, Customer Service)

Minimum

USD $130,000.00/Yr.

Maximum

USD $170,000.00/Yr.

Responsibilities

The Company is one of North America's leading sales and marketing agencies specializing in outsourced sales, merchandising, category management and marketing services to manufacturers, suppliers and producers of food products and consumer packaged goods. The Company services a variety of trade channels including grocery, mass merchandise, specialty, convenience, drug, dollar, club, hardware, consumer electronics and home centers. We bridge the gap between manufacturers and retailers, providing consumers access to the best products available in the marketplace today.

Position Summary

As the IT Service Management Director, you will be responsible for leading some key capabilities in the IT Service Management (ITSM) function within our organization. You will oversee the design, implementation, and continuous improvement of IT service processes and policies to ensure the delivery of high-quality IT services to our internal and external customers.

Essential Job Duties and Responsibilities

Responsibilities

1. Strategy and Planning:

* Implement and enforce the IT Service management strategy aligned with the organization's goals and objectives.

* Define and maintain IT service policies, standards, and procedures.

* Identify opportunities for process improvements and automation.

2. Service Design and Transition:

* Oversee the design and documentation of IT services and service offerings.

* Manage the transition of new and modified services into production.

* Monitor and report on service performance (SLAs) and key performance indicators (KPIs).

3. Service Improvement:

* Establish a culture of continuous service improvement.

* Identify areas for service improvement and develop improvement plans.

* Measure and report on the effectiveness of service improvement initiatives.

4. Service Relationship Management:

* Develop and maintain relationships with key stakeholders and business partners.

* Collaborate with other IT teams to ensure the delivery of integrated IT services.

* Act as a liaison between IT and business units to understand and address their service needs.

5. Financial Management:

* Cloud Cost Management:

1. Develop and implement strategies to optimize cloud spend and reduce costs.

2. Monitor and analyze cloud usage and spending patterns.

3. Identify opportunities for cost savings and cost avoidance.

4. Implement cost allocation and chargeback mechanisms.

* MSFT W365 cost management

1. Develop and implement strategies to optimize W365 spend and reduce costs.

2. Monitor and analyze W365 usage and spending patterns.

3. Identify opportunities for cost savings and cost avoidance.

4. Implement cost allocation and chargeback mechanisms.

* IT Device provisioning cost management

1. Develop and implement strategies to optimize device (laptops, tablets) spend and reduce costs.

2. Identify opportunities for cost savings and cost avoidance.

6. People Management:

* Partner with business operations, managed services provider to develop and maintain a high-performing team culture.

* Ensure that team members have the necessary skills and training to perform their roles effectively.

Supervisory Responsibilities

Direct Reports

- Hires, retains, trains, coaches, guides, directs, and develops direct reports using company-wide processes, tools and resources

Indirect Reports

- May delegate work of others and provide guidance, direction and mentoring to indirect reports

Travel Requirements

- Travel up to 25 %

Minimum Qualifications The following are the minimum job-related qualifications which an individual needs in order to successfully perform the essential duties and responsibilities of the job

Education Level:

* Bachelor's degree in information technology, Computer Science, or a related field. Master's degree preferred.

Years of Experience:

* Several years of experience in operational reporting, with a strong background in enforcing "repeatable processes" and practices.

* Experience leading continuous improvement initiatives.

* Experience in financial management and financial analysis, preferably in Information technology area with SOX controls.

* Experience managing business stakeholders, managed service providers, executing scrum-based projects/programs.

* Strong leadership and people management skills.

* Excellent communication and interpersonal skills.

* Ability to work in a fast-paced and dynamic environment.

Preferred Qualifications:

* ITIL certification (ITIL 4 Foundation).

* Experience with IT service management tools (e.g., ServiceNow, Zendesk) is a plus.

* Experience with Azure Dev Ops tools.

Skills, Knowledge and Abilities

* Well-organized, detail-oriented, and able to handle a fast-paced work environment.

* Build Strong working Executive relationships.

* Strong written communication and verbal communication skills at Executive and team levels.

* Good interpersonal skills and ability to collaborate within/ across teams.

* Skill in supervising and delegating responsibility, training and evaluating performance.

Environmental & Physical Requirements

Office / Sedentary Requirements

Incumbent must be able to perform the essential functions of the job. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Additional Information Regarding Advantage Solutions Job Duties and Job Descriptions

Job duties include additional responsibilities as assigned by one's supervisor or other manager related to the position/department. This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. The Company reserves the right at any time with or without notice to alter or change job responsibilities, reassign or transfer job position or assign additional job responsibilities, subject to applicable law. The Company shall provide reasonable accommodations of known disabilities to enable a qualified applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

Any estimate, schedule, or guideline provided to associates in this job description or elsewhere in connection with their jobs is only intended to help describe job duties and for planning purposes. Regardless of any such estimate, schedule, or guideline, associates must always record all time worked for our company (which includes but is not limited to on-site work time in an assigned store, office, or other work location; required waiting time; administrative time; and work-related travel time).

Important Information

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of associates so classified.

The Company is committed to providing equal opportunity in all employment practices without regard to age, race, color, national origin, sex, sexual orientation, religion, physical or mental disability, or any other category protected by law. As part of this commitment, the Company shall provide reasonable accommodations of known disabilities to enable an applicant or employee to apply for employment, perform the essential functions of the job, or enjoy the benefits and privileges of employment as required by the law.

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