ITSM Service Manager - Service Catalog

This role qualifies for a remote work arrangement within our 7 state footprint (PA, OH, MI, WV, VA, MD, NC).

This position offers a base salary range of $99,067 - $165,114 per year, depending on experience and qualifications, plus bonus based on company performance.

One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts!

Responsible for the timely resolution of IT Services concerns/issues and minimizing the business impacts related to down time of these services. Assists ITSM leader in making technical, operational/physical and human resource decisions that affect the ITSM team.

1. Maximize the development of internal talent through regular performance coaching, performance reviews and presenting developmental opportunities.
2. Align area objectives with the strategic goals of the Department through development of Internal Communications strategy that supports business and brand strategy, requiring proactive and reactive efforts.
3. Monitor annual budgets for assigned area of responsibility to maximize profitability.
4. Lead support response, escalation, and execution efforts for issues which have the largest degree of complexity or business risk; Maintain constant communication with management and staff, on the escalation of critical support outages and issues.
5. Work with internal and external teams to ensure IT Services and procedures are meeting the product teams expectations and Service Level Agreements; Generate, analyze, and recommend improvements related to service delivery KPIs for ITSM Services
6. Represent IT Services across the organization (Change Control, Service Plans) and ensure proper procedures and support personnel are in place to respond appropriately to all ITSM services
7. Collaborates cross functionally to complete root cause analysis (RCA), resolve recurring issues, complete projects, and lead incident response teams that may include peer-level professionals, specialized technicians, contractors, consultants, and/or customers.
8. Determine IT Service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
9. Foster a culture of continuous improvement, by regularly seeking feedback, introducing innovative solutions to enhance IT infrastructure and operations, and identifying and participating in the planning of improvements to services and processes.
10. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time.

(Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education
• Bachelor’s degree in any field with courses in Business, Computer Science, Information Systems, or related field is required
• Bachelor’s degree in Business, Computer Science, or Information Systems is preferred.

Experience
• Minimum 7 years’ experience in a technology environment is required.
• Minimum 4 years’ experience in IT Service Management, Project Management, or Business Leadership is required.
• Minimum 4 years supervisory experience required.

Licenses/Certifications
• ITIL or HDI certification is preferred.

Tools & Equipment
• General Office Equipment

Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.