Director, Enterprise Service Management

What You Need To Know

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

The reputation of Southern Glazer’s is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer’s has been recognized by Newsweek as one of America’s Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents & Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Overview

Southern Glazer’s Wine and Spirits is at the forefront of innovation and transformation within the beverage industry. Our OneTech teams are the driving force behind this evolution, and as the Director of Enterprise Service Management (ESM), you'll be at the center of it all. Collaborating closely with executive leaders, business partners, and ETP peers, you will serve as the strategist and evangelist for our ServiceNow platform.

We're seeking an experienced IT leader to manage our enterprise ServiceNow platform. Reporting directly to the Senior Director, HR, Legal & Corp Comm’s Products leader on our Enterprise Products and Platforms team, you'll be a key liaison between executive leaders across SGWS, including HR, Finance, Supply Chain, Shared Services, and Corporate Communications.

As the Director, you'll lead a high-performing team, prioritizing product delivery to enhance stakeholder experiences. Your expertise will be pivotal in leveraging technologies such as IT Service Management (ITSM), IT Operations Management (ITOM), Hardware Asset Management (HAM), Security Operations (SecOps), Integrated Risk Management (IRM), HR Service Delivery (HRSD), and AppEngine Workflow solutions on the ServiceNow Platform. You'll be responsible for managing a comprehensive technology roadmap, ensuring alignment with both internal and external customer objectives.

Primary Responsibilities

• Engages with upper management and internal clients to identify needs and assess alternative business solutions.
• Supervises and oversees application development, maintenance, and infrastructure efforts across SGWS.
• Collaborates proactively with the IT Architecture team to design efficient and cost-effective services and capabilities.
• Demonstrates a strong understanding of business processes to facilitate the creation and enhancement of applications at a rapid pace.
• Manages rolling 18 month technology roadmap for the ServiceNow Platform.
• Takes responsibility for delivering required ServiceNow Platform components on time and within budget, while also managing relationships with vendors like ServiceNow.
• Develops a deep understanding of functional partner needs and strategic priorities.
• Mentors, develops, motivates, and coaches teams to foster collaborative and effective teamwork.
• Collaborates cross-functionally across OneTech and with key business stakeholders inside and outside of SGWS.
• Utilizes industry knowledge to address and enhance business capabilities by staying abreast of trends, developments, and capabilities.
• Ensures that solutions and services deliver expected business value or higher.
• Translates business needs into effective processes and technical solutions, coordinating with internal and external technology partners.
• Identifies and translates functional needs and goals into strategic roadmaps and actionable portfolios of activities.
• Keeps informed about technological changes, trends, and innovations in the information business applications/systems field, providing technical support and direction.
• Measures for successful execution, including policies, processes, procedures, and controls.

Minimum Qualifications

• Bachelor’s degree in business, Engineering, Information Systems, Computer Science, Mathematics, or relevant discipline.
• 8+ years of experience in business technology leadership/management roles.
• Strong business acumen and successful track record in similar IT roles.
• History of providing robust client support through effective technology management.
• Demonstrated experience managing technology teams and offshore/onshore resources.

Skills and Technologies

• Knowledgeable in the ServiceNow platform Yokohama release or later, including service delivery products, creator workflows, app engine, and integration hub.
• Ability to evangelize the use of enterprise service management platforms.
• Understanding of automation technologies such as UI Path, infrastructure setup, Software Development Life Cycle (SDLC), data security, and data flow.
• Leadership in managing ServiceNow instances, core platform teams, and escalations.
• Proficiency in presiding over technical governance boards and design configuration decisions to ensure a seamless user experience aligned with platform design strategy.
• Expertise in managing Quality Assurance and setting up environments for delivering production-ready applications securely.
• Fundamental understanding and experience with programming and SQL skills.

Preferred Qualifications

• Proficient with Scrumban, XP, Kanban, Lean, and other Agile frameworks
• Proficiency with Office365
• Experience leading Agile teams
• Competent with SAFe, Scrumban, XP, Kanban, Lean, and other Agile frameworks
• Experience in food and beverage, CPG or distribution industry

Physical Demands

Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor), or mobile device
Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, squatting, and stooping
May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs

EEO Statement

Southern Glazer's Wine and Spirits, an Affirmative Action/EEO employer, prohibits discrimination and harassment of any type and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SGWS complies with all federal, state and local laws concerning consideration of a qualified applicant's arrest and/or criminal conviction records. Southern Glazer's Wine and Spirits provides competitive compensation based on estimated performance level consistent with the past relevant experience, knowledge, skills, abilities and education of employees. Unless otherwise expressly stated, any pay ranges posted here are estimates from outside of Southern Glazer's Wine and Spirits and do not reflect Southern Glazer's pay bands or ranges.