IT Service Delivery and Operations ITSM Lead


Media, PA Hybrid Jul 12
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Job Summary:  The IT Service Management Lead is responsible for management, thought leadership and continued development and enhancement of Wawa’s IT service management capabilities.  Provide strategic vision and insight in support of Wawa’s IT strategic plan in the IT service management space.

  • IT Service Management (ITSM) functions including, but not limited to…
  • Incident Management
  • Problem Management
  • Service Catalog Management
  • Change Management
  • CMDB Management
  • Release Management
  • Major/Crisis Event Management
  • Knowledge Management
  • SLA Management
  • ServiceNow product/platform owner (ITSM, GRC, ITAM, CSM)
  • Management & Oversight of 3rd party providers who participate in the delivery of these services.

Principal Duties:

  • Drive, maintain and update a multi-year plan that defines Wawa’s IT Service Delivery and Operations current and desired future state as it relates to IT Service Management.  Identify gaps and assemble the people, processes, and technology needed to close the gaps to the desired future state plan.
  • Develop, identify, and report on relevant operational and service delivery metrics.  Utilize metrics reporting to drive improvement opportunities and formalize the improvement opportunity process.
  • Manage and improve the relationships and the delivery of services by third-party providers.  Take corrective action as necessary.  Incorporate 3rd parties into our standard framework for reporting and metrics processes.
  • Identify the best approach/practices and drive the implementation of the ITIL processes for ITSM with a focus on incident, problem, service catalog, change, knowledge & event management.  Operationalize these processes and measure their effectiveness and implement processes that continually improve our effectiveness.
  • Strategic/Enterprise thought leader and champion of industry and technology trends as it relates to IT Service Management.  In conjunction with the Manager of IT Service Delivery and Operations, lead the development of both short-term and long-term plans for future Service Delivery and Operations initiatives.  Partner with the delivery organizations within IT to ensure that planned work is in alignment with the overall established technical direction. Ensure that the Service Delivery and Operations processes evolve to meet the current and future needs.
  • Identify, develop, and champion business cases in support of initiatives and connect those cases to the overall IT Strategic Plan, the corporate strategic plan and the LRP.  Partner with our internal support organizations to take the appropriate steps to gain financial approval for strategic technical programs.
  • Partner with the Project Management Office and Business Solutions teams to prioritize projects and properly allocate resources to projects and initiatives.  Develop project plans to ensure effective execution and achievement of business objectives.
  • Champion and drive the strategic vision for the usage of partners and providers of managed/outsourced services.  Manage the relationships with partners and providers.
  • Develop, monitor & manage vendor contracts and manage relationships with service providers.
  • Create and maintain contracts, finances, quality metrics, and personnel as needed to support the operations and growth of Wawa’s IT Service Management capabilities.  Ability to establish project scope, and objectives and manage expectations to ensure a high level of satisfaction and delivery.
  • Provide direction and support for team members and monitor and assess individual work (as applicable) in accordance with high standards of excellence.  Provide feedback, coaching, support & opportunities for development.
  • Drive the identification and implementation of new technologies to drive operational efficiencies and reduce operating costs when appropriate.

Essential Functions:

  • Strong demonstrated experience in driving the maturity of the IT Service Management capabilities in an organization
  • Strong demonstrated experience in the management/oversight of the Service Now platform
  • Viewed by the organization as a subject matter expert and technical consultant for IT Service Management practices
  • Ability to frame and apply IT and business strategies to IT Service Delivery & Operations
  • Communicate effectively both orally and in writing
  • Analyze information and effectively propose solutions
  • Highly developed consultative, facilitation, project management and presentation skills
  • High degree of professionalism and confidentiality
  • Experience in handling multiple (large/enterprise) priorities simultaneously and independently
  • Ability to work in a fast-paced environment
  • Ability to prepare and analyze comprehensive reports
  • Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork
  • Work collaboratively with cross-functional teams
  • Ability to effectively engage and persuade senior executives (VP/Director)
  • Ability to resolve multiple, conflicting viewpoints
  • Ability to be a change agent, using influence, education, and persuasion to build relationships and gain support for difficult changes
  • Strong critical thinking and problem solving
  • Excellent at balancing tactical, short-term results with strategic, long-term goals

Basic Qualifications:

  • Bachelor’s degree in Information Technology, Engineering, or related field preferred or equivalent work experience
  • Minimum of 10 years of experience working in the Information Technology field
  • Minimum of 5 years of experience in the IT Service Management space
  • Prior experience working in a 24x7x365 operation consisting of multiple technologies and locations
  • Prior experience in leading/managing a team
  • Experience with quality improvement tools and techniques such as 6 Sigma, Kaizen, Kanban, etc. required
  • Familiarity with PCI requirements and security best practices
  • Demonstrated leadership on cross-functional business initiatives, including aligning with senior management
  • Proven track record of building consensus, negotiation, and diplomacy
  • Experience in working for a retail company preferred
  • ITIL certification preferred
  • PMP certification preferred
Retirement & Stock Options Benefits
  • 401k with company contribution
  • Company Equity
  • Financial Planning Services
  • Access to Coaching (Health, Professional, Life)
  • Charitable Donation Matching Programs
  • Community Service Programs
  • Hybrid Work Options
  • Pet Insurance
  • Public Transportation Assistance
  • Relocation Assistance
  • Accessible Building
  • Accessible Devices
  • Accessible Work Environment
  • Job Modification
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Cell Phone Reimbursement
  • Lunch Provided
  • Offsite Company Events
  • On Site Gym/Fitness
  • Special Discounts
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Gym Reimbursement/Discounts
  • Health Insurance
  • HRA
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Onsite Gym
  • Short Term Disability
  • Vision Insurance
Professional Development
  • Employee Recognition Programs
  • Tuition Reimbursement
What types of technologists are you looking to hire? As we continue our digital transformation, we’re looking to hire an incredible team of technologists to build the back-end features and functionality of our platform, including: Senior software engineers Lead software engineers Platform engineers Platform architects Security engineers Risk and compliance Forensic analysts SCRUM masters   What is your tech stack? We are always exploring new technology and languages to see how they can benefit our platform. Right now we’re working with AWS, Java, Kubernetes and Golang on the back-end and ReactJS on the front-end. It can surprise people who only think of Wawa as a convenience store, but we’re very passionate and proactive about using the latest technology to build our digital experiences. There’s a lot of room for our tech team to try new things and bring them to the table.   Tell us about what it's like to work at Wawa HQ. Wawa is a people-first organization, which means we care about our people over everything else and treat them fairly. The culture is very supportive and collaborative — everyone works together. And, we really give you the opportunity to spread your wings. We have many people who have worked here for 15 to 40 years, which says a lot. You can go to the cafeteria and eat lunch next to the CEO. It’s the kind of place where everyone is happy to come to work on a Monday morning. And there’s coffee everywhere.   How does Wawa give back? Wawa proudly gives back through The Wawa Foundation, a 501 (c)(3) non-profit corporation focused on building stronger communities in three areas of health, hunger and everyday heroes. Since its inception in 2014, The Wawa Foundation has contributed more than $100 million to non-profit community organizations. Wawa and The Wawa Foundation are proud to support seven National Partners with in-store customer fundraising campaigns and provides its associates with year round volunteer and participation opportunities with waived registration and fundraising at community events such as JDRF One Walks, LLS Light the Night, Special Olympics Polar Plunges, among others. At Red Roof, our corporate campus, our associates support some mentoring programs directly including  a  Big Brother, Big Sister program called Beyond School Walls that brings kids into HQ to get on-the-job mentorship in a real world environment, as well as a partnership through Cristo Rey High School that also pairs high school students with job opportunities.  Our Product Development team hosts Future Food Scientist workshops giving middle schoolers from throughout our communities a closer look at careers in the food sciences.