OverviewAt Southern Glazer's Wine & Spirits, technology now sits at the center of how we serve customers and suppliers across the largest wine and spirits distribution platform in North America. Within OneTech, the Service Management Office (SMO) is the organization accountable for keeping our technology services reliable, observable, and continuously improving. It is the connective tissue between the systems our associates depend on every day and the business outcomes those systems drive. As the Senior Director, Service Management Office, you will lead that organization end to end.
Reporting to the Vice President, Technology Operations, the Senior Director leads the SMO as a single, connected service lifecycle: Detect, Serve, Respond, Learn, Prevent, Assure, and Govern. The role owns seven core functions: observability and event intelligence; the National Service Desk and service experience; incident command and crisis management; problem and reliability engineering; change, release, and configuration management; operational resilience and continuity; and service governance and performance. Much of the value is created in the handoffs between these functions, and this leader is accountable for making those handoffs seamless.
This is both a business leader and a technology leader. The Senior Director sets the strategy and operating model for service management across OneTech, matures the discipline from reactive support toward predictive and automated operations, and champions the SMO's intelligence and automation agenda, connecting operational signals to business impact, executive decisions, and governed action. Success is measured by service reliability, speed of recovery, disruption avoided, and the trust the business places in OneTech.
The Senior Director is also the enterprise owner of the ServiceNow platform, including the HR Service Management (HRSM) product and all ServiceNow development. Because this shared platform is the foundation on which every SMO function operates, a single accountable leader owns its strategy, standards, roadmap, and delivery across OneTech.
Primary Responsibilities- Lead the Service Management Office end to end, setting the vision, strategy, and operating model across its seven functions and the full service lifecycle: Detect, Serve, Respond, Learn, Prevent, Assure, and Govern.
- Own the ServiceNow platform end to end - including the HR Service Management (HRSM) product and all ServiceNow development - setting platform strategy, standards, roadmap, and delivery for every function that runs on it, from ITSM and ITOM to HRSM.
- Build, coach, and retain a high-performing organization of function leaders, managers, and specialists; clarify roles and expectations; and develop the next layer of leadership.
- Own the reliability of OneTech services by establishing and maturing observability, event correlation, and AIOps so issues are detected and understood before they reach the business.
- Direct the National Service Desk and service experience, holding accountability for responsiveness, first-contact resolution, and a consistently excellent experience for SGWS associates, including the shared ServiceNow platform that extends the service-experience model to HR Service Management (HRSM) and other enterprise service domains.
- Command major incidents and crisis response, ensuring rapid mobilization, clear executive communication, and disciplined recovery.
- Lead problem management, reliability engineering, and continuous improvement, using data to reduce incident volume, recurring issues, and mean time to recovery.
- Govern change, release, and configuration management, balancing delivery velocity with the stability and control the business requires.
- Own operational resilience and continuity, ensuring services can withstand, absorb, and recover from disruption, including coordinated disaster-recovery and continuity planning.
- Establish service governance and performance management, including service-level and experience-level targets, regular service reviews, and transparent reporting that ties operations to business outcomes.
- Own the SMO intelligence and automation roadmap, advancing the platform from connected data to trusted insight to predictive, governed action, and quantifying the value delivered.
- Manage strategic vendor and partner relationships, including ServiceNow, observability, and managed-service providers, holding them accountable to outcomes, service levels, and value.
- Develop and manage the SMO budget, build ROI and business cases that prioritize investment, and manage delivery to plan.
- Partner across OneTech and with business stakeholders in Finance, Supply Chain, Commercial, and Shared Services to align service-management priorities with enterprise strategy.
- Establish the policies, processes, procedures, and controls that make service management measurable, auditable, and continuously improving.
Specialized Skills and Technologies- Deep expertise in IT Service Management (ITSM) and IT Operations Management (ITOM), grounded in ITIL practices for incident, problem, change, release, and configuration management.
- Hands-on command of the ServiceNow platform as its enterprise owner - spanning service-management, operations, and HRSM workflows - including the roadmap, development, and governance that shape enterprise consumption.
- Experience with ServiceNow HR Service Delivery and HR Service Management (HRSM), including HR case management, employee service portals, and knowledge management delivered on a shared ServiceNow platform.
- Proven leadership of ServiceNow development and delivery, including scoped application development, integrations, and platform release management across the software development lifecycle.
- Strong grasp of observability and AIOps tooling such as Splunk, Datadog, or Dynatrace, and of event correlation, alerting, and alert-noise reduction at enterprise scale.
- Working knowledge of automation and orchestration technologies, such as UiPath and workflow automation, applied to service operations.
- Proven major-incident command and crisis-management capability, including executive communication under pressure.
- Familiarity with Site Reliability Engineering practices, including service-level indicators and objectives, error budgets, and reliability-driven prioritization.
- Ability to turn operational data into service intelligence, performance reporting, and predictive decision-making.
- Sound understanding of information security, data protection, and controls as they apply to service operations.
Minimum Qualifications- Bachelor's degree in a relevant discipline, such as Business, Engineering, Information Systems, or Computer Science.
- Twelve or more years of progressive technology leadership experience, including significant people-management responsibility.
- Seven or more years leading IT service management, service operations, a service management office, or an equivalent enterprise operations function.
- Demonstrated ownership of major-incident command and enterprise service reliability.
- Strong track record maturing ITSM and ITOM disciplines and operating models, including on the ServiceNow platform.
- Experience owning a ServiceNow platform and leading ServiceNow development - scoped applications, integrations, and platform release management - across ITSM, ITOM, and HRSM.
- Proven business acumen and the ability to translate operational performance into business value.
- Experience leading large teams, including blended onshore, offshore, and vendor-delivered resources.
- Experience managing multimillion-dollar budgets and building investment business cases.
Preferred Qualifications- Master's degree in a relevant discipline.
- ITIL v4 certification (Managing Professional or Strategic Leader) or equivalent.
- ServiceNow certification or equivalent depth in ITSM and ITOM.
- ServiceNow HR Service Delivery (HRSD/HRSM) implementation or product-owner experience.
- Site Reliability Engineering or DevOps experience in a large, complex environment.
- Experience in the food and beverage, consumer packaged goods, or distribution industry.
- Familiarity with Agile and product-oriented operating models, such as SAFe, Kanban, and Lean.
Leadership CompetenciesDelivers Results- Sets clear priorities and direction, and holds the organization accountable for outcomes.
- Measures success by impact on business results and the experience of internal customers.
- Builds high-performing, team-focused groups and leads from the front.
Strategy and Change- Develops and adapts a strategic plan that turns the SMO vision into reality as circumstances change.
- Challenges the status quo, champions new initiatives, and acts as a catalyst for change.
- Takes a long-term view of organizational success while delivering in the near term.
Communication and Influence- Expresses ideas clearly and persuasively to both technical and executive audiences.
- Listens well, partners across functions, and mobilizes people into action.
- Negotiates skillfully and builds trust with business and technology stakeholders alike.
Servant Leadership- Coaches, develops, and motivates teams, adapting style to bring out each person's best.
- Clarifies roles, responsibilities, and expectations, and removes obstacles for the team.
- Fosters a culture of openness, commitment, respect, courage, and focus.
Physical Demands- Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
- Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
- May require occasional lifting/lowering, pushing, carrying, or pulling up to 48lbs
