Manager, IT Service Management Office

The IT Service Management Office (SMO) is a team mandated to improve the quality, effectiveness, and efficiency of Ventura Foods IT services. The SMO brings together specialties in process design, process governance, organizational change, training & communications, and ITSM tools, along with the process owners and process managers.

The SMO Manager acts as a central hub for governing and managing the entire IT service ecosystem. The common goals for SMOs include improving service delivery, ensuring alignment to business objectives, optimizing costs and driving continuous improvement.

• Service Strategy: The SMO is responsible for defining the overall approach to service management and aligning IT services with business goals. This involves developing a clear service strategy that outlines the organization's vision, objectives, and roadmap for service delivery. By understanding the business landscape, the SMO can make informed decisions about which services to offer, how to allocate resources, and how to measure success.
• Service Design: Designing new IT services that meet business requirements while being efficient and effective is another core responsibility of the SMO. This involves working closely with stakeholders to gather requirements, assess feasibility, and create detailed service specifications. The SMO must consider factors such as scalability, security, performance, and user experience when designing services. Robust service level agreements (SLAs) are established to ensure clear expectations and accountability.
• Service Transition: Implementing new or changed IT services is a critical responsibility of the SMO. The Service Transition process ensures that new services are deployed smoothly, with minimal disruption to the business. This involves thorough planning, risk management, testing, and communication. The SMO oversees the transition process, coordinating activities across teams and ensuring that all necessary documentation, training, and support mechanisms are in place.
• Service Operation Monitoring: Monitoring IT services falls under the purview of the SMO. This includes monitoring incidents, problems, and service requests to ensure prompt resolution and minimize impact on the business. The SMO is responsible for monitoring service performance, capacity, and availability to proactively identify and address potential issues. Effective communication with users and stakeholders is essential to keep them informed and manage expectations.
• Continual Service Improvement: The SMO is committed to continuously improving IT services and processes. This involves regularly reviewing service performance metrics, analyzing trends, and gathering feedback from users and stakeholders. The SMO identifies opportunities for improvement and implements changes to enhance efficiency, effectiveness, and customer satisfaction. By embracing a culture of continuous improvement, the SMO ensures that IT services remain aligned with evolving business needs.
• Additional responsibilities as assigned.

• Bachelor's degree in the field of Information Technology (IT) or Business Administration OR an acceptable combination of education and experience, required.
• 3+ years direct service management work experience with management and leadership responsibility, required.
• Knowledge of process improvement, improving efficiencies and effectiveness, and improvement in quality, required.
• Familiarity with SLA management software and/or applicable systems, such as ServiceNow or Freshdesk, required.
• Certifications in Six Sigma, Lean, or other comparable certification, required.

• Experience in Operations and/or Service Delivery.
• Process and analytical skills are essential.
• Effective staff management and leadership skills.
• Strong customer service skills and orientation.
• Experience working both independently and in a team-oriented, collaborative environment is essential.
• Persuasive, encouraging, and diplomatic, with conflict resolution skills.
• Ability to elicit cooperation from a wide variety of sources.
• Strong written and oral communication skills.
• Adept at conducting research into service-related issues, best practices, models, and methodologies.
• Ability to effectively prioritize and execute tasks.