Senior Manager, IT Operations and Service Management

Grow with Welch's! Welch's is on a journey towards our bold ambition of being the global-leader of convenient, good for you fruit-based food and beverages. To turn this goal into a reality we need you and other exceptionally talented, agile, and innovative individuals who are eager to contribute to something extraordinary!At Welch's, we're not just offering a job; we're inviting you to be a part of a vibrant, authentic, and inclusive culture where you not only belong, but also have the opportunity to unleash the best, most authentic version of you.POSITION SUMMARY:The Senior Manager, IT Operations and Service Management is responsible for overseeing the delivery, performance, and continuous improvement of IT service delivery and operations across the enterprise. This role ensures operational excellence by managing relationships with Managed Service Provider(s) and driving alignment between application and infrastructure operations.The successful candidate will bring deep experience in multi-sourced operating models, service integration, and ITIL-based service management practices, ensuring that services are reliable, cost-effective, and aligned with business outcomes.WHERE YOU'LL WORK / HYBRID WORK MODEL: This role will be based out of our Waltham, MA headquarters with Thursdays and Fridays being flexible remote days. On occasion, this cadence may shift based on business needs. WHAT YOU'LL DO:Lead day-to-day IT operations across infrastructure and in partnership with enterprise applications leadersOversee ITIL standard processes including incident, problem, and change managementServe as the primary liaison between internal IT teams and external MSPs delivering infrastructure and application services, ensuring seamless integration and accountabilityCo-Architect and implement a multi-vendor service delivery model, ensuring interoperability between different MSPsDesign governance structures, service catalogs, and operational playbooks for joint service deliveryEstablish end-to-end service monitoring and performance visibility across all technology domainsLead the enterprise service management function (ITSM), including process design and automationDrive adoption of service management tools and data-driven insights to improve service qualityImplement continual service improvement initiatives based on performance analytics and business feedbackPartner with business units to ensure IT services meet evolving operational needsManage operational risks, compliance requirements, and audit controls related to service deliveryDevelop and maintain IT operations documentation, business continuity, and disaster recovery plansWHO YOU ARE:Passion for achieving excellence in service delivery, solving complex problems, and taking significant ownership of a transformational agendaExcellent technical, analytical, problem solving, multitasking, and time management skills with consistent attention to detailAbility to effectively learn, communicate and use new processes, concepts, tools, and methodology to support the needs of the enterpriseChange agent with strong interpersonal skills, with the ability to work across functional lines and at many levels to engage, educate and shift existing behaviors and beliefsExcellent project, presentation (written and verbal) and communication skillsAbility to effectively share technical information and train/mentor less experienced or knowledgeable team membersWHAT YOU'LL NEED:Bachelor's degree in computer science, business management or related fields. An equivalent combination of education and experience that proves competence in role may be considered10 years proven work experience with IT Service Management in an enterprise environment delivering and maintaining the company's IT services and operationsProven experience overseeing MSPs and operating in a multi-sourced MSP delivery modelExperience implementing Microsoft and cloud solutionsExperience transforming service desk and overall Service Management processesProven skills in IT Infrastructure, project and process managementStrong understanding of ITIL v4, Service Integration and Management (SIAM), and ITSM toolsExpert knowledge in troubleshooting end-user hardware and Windows OSProven experience with cloud operations (Azure, AWS), enterprise networking, and hybrid environmentsExperience with enterprise applications including Active Directory, Intune, M365Ability to work within a 24/7 environment across multiple time zones and travel domestically up to 20% What You'll Enjoy: Organization with a bold, clear purpose & vision for the futureInclusive Culture: Be a part of an inclusive workplace where you not only belong but also have the opportunity to be the best version of yourselfPassionate Community: You are encouraged to have a voice, share your opinions, and have individual impact on the success of the businessHybrid Work Model: Flexible & collaborative work environment to maximize well-being & successPaid Time Off and Holidays: Enjoy time away from the office to rest and rechargePaid Volunteer Time Off: 40 hours of paid volunteer time for all non-union employeesDevelopment & Advancement: Access to LinkedIn Learning as well as both formal and informal opportunities to develop and grow your careerCompensation Package Consisting of Competitive Base Salary and Annual Incentive Plan (Bonus)401K plan with Generous Company MatchFlexible Benefits from your first day: Choose the benefits that meet your needs and preferences Health, Dental & Vision InsuranceHealth Savings AccountsLife and accident insuranceEmployee Assistance ProgramsTuition reimbursement programAdditional benefits available through Perks at WorkPaid parental (and adoption) leave – Available after 12 months of employmentThe anticipated hiring base salary range for this position is $165,000 to $175,000 annually for US-based employees. This range reflects the minimum and maximum for the position across all US locations, is based on a full-time work schedule, and is Welch's good faith estimate as of the date of this posting. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. In addition to base salary, this role is eligible for participation in a bonus plan.Welch's is an Equal Employment Opportunity Employer. We are committed to the prevention of employment discrimination based on race, religion, color, sex, gender identity, national origin, age, marital status, disability and/or military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.Welch's offers more than just a job - it's an opportunity to grow, innovate, and make a global impact with a passionate community. #LI-HybridWelch's is an Equal Employment Opportunity Employer. We are committed to the prevention of employment discrimination based on race, religion, color, sex, gender identity, national origin, age, marital status, disability and/or military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.Welch's offers more than just a job - it's an opportunity to grow, innovate, and make a global impact with a passionate community.

Salary : $165,000 - $175,000