IT Delivery Lead, Service Managment

Grow with Welch's!

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Welch's is on a journey towards our bold ambition of being the global-leader of convenient, good for you fruit-based food and beverages.

To turn this goal into a reality we need you and other exceptionally talented, agile, and innovative individuals who are eager to contribute to something extraordinary!

At Welch's, we're not just offering a job; we're inviting you to be a part of a vibrant, authentic, and inclusive culture where you not only belong, but also have the opportunity to unleash the best, most authentic version of you.

Position Summary :

We are looking for an IT Delivery Lead, Service Management to join our team and be responsible for our overall IT Service Management (ITSM) and Enterprise Service Desk functions.

Additionally, you will be the primary resource responsible for the overall quality of service delivery to the entire organization.

This person will also provide strategic and hands-on leadership and support for our end user community.

Where you'll work :

This role will be based out of our Concord, MA headquarters where you will be immersed in a dynamic workplace where innovation thrives and collaboration is key.

Our company in-office schedule is designed to maximize collaboration & relationship building balanced with flexibility and well-being with 3 days in office and Thursdays / Friday being remote, flex days.

What you'll do :

• Oversee the establishment and use of best practices as part of the ITSM program.
• Lead transformation of Service Management to closer integration with Infrastructure Managed Services (IMS) and the overall enterprise digital transformation.
• Chair weekly change advisory board meetings as part of Change Management.
• Build and maintain Service Level Objectives / Agreements, Knowledge Base (KB) articles, policies and procedures related to ITSM practice.
• Own asset management and reporting to ensure license compliance.
• Provide monthly KPI and recommend continual service improvements.
• Research and recommend appropriate hardware platforms, devices, operating systems, processes and applications and promote business cases for new improvements.
• Manage images, software and system patches for physical and virtual environments.
• Build and maintain partnerships with technical teams, business partners and vendors.
• Ensure a secure and reliable work environment, including : management, recovery, antivirus and encryption of all desktop assets.
• Manage service desk and onsite support staff across multiple locations.

Who you are :

• 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.

What you'll need :

• Bachelor's degree in computer science, business management or related fields preferred. An equivalent combination of education and experience that proves competence in role may be considered.
• 5+ years proven work experience with IT Service Management in an enterprise environment delivering and maintaining the company's IT services.
• Experienced implementing Microsoft and cloud-based solutions.
• Experience transforming service desk and overall Service Management processes preferred.
• Proven skills in IT Infrastructure, project and process management.
• Experience managing outsourced IT Service Desk providers.
• Ability to work within a 24 / 7 environment across multiple time zones.
• ITILv4 Foundation Certificate completion preferred.
• Expert knowledge in troubleshooting end user hardware and Windows OS.
• Knowledge of networking protocols and configurations (TCPIP, etc.).
• Experience with enterprise applications including Active Directory, Microsoft Intune, M365, Adobe and Oracle Client Applications.
• Ability to travel domestically up to 20%.

What You'll Enjoy :

• Organization with a bold, clear purpose & vision for the future.
• Inclusive Culture : Be a part of an inclusive workplace where you not only belong but also have the opportunity to be the best version of yourself.
• Passionate Community : You are encouraged to have a voice, share your opinions, and have individual impact on the success of the business.
• Hybrid work model : Flexible & collaborative work environment to maximize well-being & success.
• Paid Time Off and Holidays : Available immediately for you to enjoy time away from the office to rest and recharge.
• Paid Volunteer Time Off : 40 hours of paid volunteer time for all non-union employees.
• Development & Advancement : Access to LinkedIn Learning as well as both formal and informal opportunities to develop and grow your career.
• Compensation Package : Consisting of Competitive Base Salary and Annual Incentive Plan (Bonus).
• 401K plan with Generous Company Match.
• Flexible Benefits from your first day : Choose the benefits that meet your needs and preferences.
• Health, Dental & Vision Insurance.
• Health Savings Accounts.
• Life and accident insurance.
• Employee Assistance Programs.
• Tuition reimbursement program.
• Additional benefits available through Perks at Work.
• Paid parental (and adoption) leave : Available after 12 months of employment.

Welch's offers more than just a job - it's an opportunity to grow, innovate, and make a global impact with a passionate community.

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