IT Technical Services Manager

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The position summary states the general nature and purpose of the job. Overall accountabilities are defined in this section.

The IT Service Manager (ITSM) will lead the day-to-day Smithfield I&O (Infrastructure & Operations) ITSM function and processes. This team member will work closely with internal and external engineering teams, development, integration, and program stakeholders ensuring activities are performed in accordance with program objectives, policies, and regulations, and requirements. As an ITSM leader you will also be responsible for the service portfolio working with the I&O Leads to ensure that incident management and tracking processes are followed to facilitate timely response and restoral activities when necessary. The areas focus on high quality customer service to Smithfield’s end users, while also providing governance and thought leadership across support services domains. Partnering with IT teams, the manager implements operational efficiencies and is constantly identifying continuous improvement opportunities. S/he will play a vital role with creating and executing ITSM Roadmap. This position will require significant collaboration with cross domain technology leaders at Smithfield.

• Provides expertise and support to enhance, formalize, and standardize ITSM processes and procedures

• Attend and participate in meetings related to IT operations, maintenance activities, CABs, Scrums, etc. as necessary

• Coordination of changes and ensuring compliance with specified change/release management windows. manages the daily operations call and weekly CAB Review meetings

• Document and review policy, processes, procedures, and work instructions to identify and implement improvements, maintain ITSM Process and Operating Procedures

• Analyze incident, problem and change data to create meaningful reports

• Lead the development and maintenance of KPI, IT dashboards, reports

• Perform follow-up activities associated with problem management and continuous service improvement activities

• Perform trend analysis and reporting on incidents, problems, root cause analysis (RCAs), changes, and service level trends.

• Manages the security access control process for granting access to various systems in the environment

• Lead/Participate in the development of a CMDB and Service Catalog Facilitate data and reporting for vendor management meetings on service performance and development status

• Provide updates and communications to IT leadership as Necessary

• Coordinate and conduct agent training as needed

• Review Aged tickets and analyze tickets for trends, track licensing and renewal

• Provide input into creation of ITSM Roadmap

• Elicit requirements from IT and the Business regarding the design of ServiceNow tool set.

• Lead analysis efforts on the utilization of existing ITSM tools, translating to functionality within the ServiceNow platform

• Partner with IT Stakeholders to identify, document, and design interfaces between ServiceNow and other tools to ensure business requirements and technical designs meet expectations

• Communicate directly with Project Manager and Implementation Consultants on various project activities and facilitate presentations on ServiceNow to a variety of stakeholders.

• Collaborate with the various ITSM Process Owners to understand process design, users, and drivers

• Meet with key resources throughout IT to validate various data elements, including reports, dashboards, application ownership, and group membership

• Partner with Organizational Change Management team to identify change impacts and design communications and training that drive adoption

• Develop technical documentation as needed (process flow diagrams, data maps, technical/functional specifications)

• Support On call every other week

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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

• Bachelor’s Degree from an accredited four-year college or university and 5+ years of relevant experience, or equivalent combination of education and experience, required.

• Minimum of 2+ years of experience in a position of leadership to include team development and management, required.

• At least 5+ years of experience with enterprise IT operations, preferably in incident and/or problem management and change management

• Proficiency in administration and management of IT service management tools (ServiceNow)

• Good understanding of ITIL principles and or ITIL v3 Certified

• Familiarization with Agile work environments

• Familiarization with dashboards and other reporting tools and techniques

• Strong verbal and written communication skills with ability to effectively communicate with peers and executive leadership.

• Strong leadership and management skills, including facilitating change, driving operational excellence, and striving for continuous improvement.

• Ability to work well with others in fast paced, dynamic environment

• Ability to be respectful, approachable and team oriented while building strong working relationships and a positive work environment

• Broad knowledge and understanding of ITIL concepts, current and emerging architecture.

• Ability to lead teams successfully with practical knowledge of problem management when handling complex or high impact problems.

• Experience with multiple partners and vendors is an advantage.

• Ability to work in a fast-paced environment with tight deadlines and multiple project deliverables.

• Highly adaptive and able to upskill rapidly.

• This position has direct and indirect supervisory responsibilities to lead a team of ITSM Analysts and other support staff.

• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Occasionally required to work in wet or humid conditions (non-weather); work near moving mechanical parts; fumes or airborne particles.

• Noise level in the work environment is usually moderate.

• Although the majority of the time work will be performed in an office environment, must be able to visit and comfortably work in a plant, warehouse, distribution center or other manufacturing facility.

• Up to 25% travel required.

EEO Information

Smithfield is an equal opportunity employer committed to workplace diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, gender identity, protected veterans status, status as a disabled individual or any other protected group status or non-job characteristic as directed by law.

If you are an individual with a disability and would like to request a reasonable accommodation for any part of the employment selection process, please call us at 757-357-1595.