IT Technical Services Manager

Smithfield Foods • Suffolk, VA

6d

About The Position

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.

Requirements

• 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.
• Ability to work in a fast-paced environment with tight deadlines and multiple project deliverables.
• Highly adaptive and able to upskill rapidly.

Nice To Haves

• Experience with multiple partners and vendors is an advantage.

Responsibilities

• 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

Benefits

• Smithfield is proud to offer robust, flexible and affordable benefit plans and programs to support our team members and their loved ones, and with out-of-pocket costs, on average, 20 percent less than plans offered by other employers.
• Beyond our medical plans, our Be Well programs offer tools and resources to enhance your quality of life, at no additional cost. These programs are uniquely tailored to our Smithfield team and provide support for elective surgeries, weight loss, mental health, cancer, kidney disease, diabetes, smoking cessation, asthma, maternity management and more.
• We offer comprehensive training and professional development programs designed to help you reach your full potential.
• Through LinkedIn Learning, employees can access on‑demand courses, professional certificates, and skill‑based training to build capabilities aligned with career and business needs.
• Our partnership with GUILD supports your continuing education with tuition assistance covering English language learning, high school completion, and degree programs, while our leadership development initiatives nurture high‑potential talent.
• We also offer unique benefits like our Smithfield Scholarship Program for employees’ children.
• Smithfield’s Education Reimbursement Program provides financial reimbursement to team members who want to further their formal education by obtaining a GED/High School Equivalency (HSE) Diploma or by pursuing an academic degree at an accredited college or university that is not a Guild learning partner.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees