Directory Services, Service Owner

Sysco

1d•Hybrid

About The Position

Sysco is seeking a highly skilled Active Directory engineering leader to join its Cloud Infrastructure team. This player-coach role combines guidance and direction for the AD Operations Team with hands-on involvement in Active Directory. The role oversees day-to-day operations, migrations, and optimization of a large, more than 20-year-old on-premises Active Directory environment with legacy domains resulting from migrations and mergers and acquisitions. Approximately 80% of the setup is hybrid, integrating on-premises AD with Entra ID for cloud connectivity. The Service Owner manages a service team and its delivery, including defining the service offering and SLAs, coordinating and prioritizing requests, setting customer expectations, and evolving the service to meet customer needs. The role collaborates with service, product, and platform teams; guides team members and stakeholders through backlog and delivery work; and takes ownership of complex products, features, components, or solutions and their performance metrics. The position also supports crisis resolution, business planning, process improvement, and inclusive team practices. This is a hybrid position requiring on-site presence 3 to 4 days per week, with additional on-site days possible based on business needs. Travel is up to 25%.

Requirements

Bachelor's degree or equivalent.
5–8 years of experience working with service teams.
At least 4 years of experience working in an Agile environment.
Proven experience managing expectations, enhancing services, and providing consistent, high-quality services.
Sound knowledge of one or more services, tools, or processes used by a specific service.
Sufficient knowledge of specialized or critical services provided by the team.
Demonstrated leadership skills and ability to make decisions and set clear priorities.
Strong communication, negotiation, and collaboration skills across teams and stakeholders.
Ability to understand and analyze an end-to-end service process and identify ways to improve it.
Strong people-management and customer-management skills to ensure expectations are met.

Nice To Haves

Deep expertise in Active Directory architecture, including designing, deploying, and managing multi-domain and forest environments, trusts, and schema modifications.
Extensive troubleshooting experience with on-premises Active Directory, including DFS-R/SYSVOL replication, DNS integration, AD PKI certificate services, and performance optimization in legacy environments.
Track record of Active Directory migrations using ADMT, Quest Migration Manager, or PowerShell, including large-scale user and object migrations, SID history preservation, and domain consolidation.
Lead or senior engineer experience guiding technical projects, mentoring peers, and influencing decisions without direct managerial authority.

Responsibilities

Own people management responsibilities for 3–10 service team members.
Define and maintain a clear service offering and associated SLAs to support coordination and planning.
Manage end-to-end service delivery to ensure services are delivered effectively and on time.
Understand, manage, and communicate service-request priorities to customers.
Negotiate with customers to establish clear expectations for what services will be provided and when.
Determine best practices and evolve the service to address different customer needs.
Ensure the service team has the specialized knowledge and skills needed to deliver its service offering.
Facilitate collaboration within the service team and with teams affected by the service.
Assist product and platform teams in elaborating epics and stories to account for service dependencies.
Assess customer risks, issues, and impediments and actively assist with resolution.
Supervise service team members as they engage with stakeholders, build a backlog, and deliver work.
Maintain an analytical perspective during crises and support crisis resolution.
Hold self and others accountable for measurable, high-quality, timely, and cost-effective results.
Take ownership of complex products, features, components, or solutions and their associated performance metrics.
Ensure team-level decisions align with project or product priorities and strategic direction.
Use budget and other financial information to support staffing and business-planning efforts.
Identify risks and potential outcomes and propose solutions to meet business objectives.
Foster an inclusive workplace that values diversity and individual differences.
Participate in process analysis and identify improvement opportunities using Lean and Agile methodologies.
Present results or demonstrations at an appropriate level of complexity for different audiences.
Guide the AD Operations Team and contribute hands-on to Active Directory troubleshooting, migrations, and optimization.