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Sysco Senior Director, IT Service Management - Corporate - US in Richardson, Texas


US6469 Sysco Payroll, Division of Sysco Resources Services, LLC

Zip Code:


Minimum Level of Education:

Bachelor’s Degree

Minimum Years of Experience:

10+ Years

Employment Type:

Full Time

Travel Percentage:

Up to 25%

Job Summary:

The ITSM Leader is responsible to establish and improve Sysco’s IT Service Management practices in an Agile context, working with internal IT teams to deliver world-class IT services on an enterprise scale. Expert in ITIL, the ITSM Leader will be working closely with various process owners and managers to improve the performance of processes such as Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management. The ITSM Leader will also promote service ownership by establishing a Service Catalog along with a solid Service Portfolio Management process. This role reports into the VP, Platform Services and Digital Infrastructure.

  • Engaged and proactive champion for IT operations and service management solutions , driving continuous improvement of IT services and products through Operational Reviews, enablement, and advocacy for ITIL best practices; oversees delivery of IT services through the ServiceNow platform

  • Respected & Trusted Team Leader with a track record of delivering against commitments and coaching teams to innovate and execute; focus on team development, enablement, and empowerment; highly effective communicator, at all levels of the organization, ensuring stakeholder alignment and inclusion. Performance Driven.

  • Business Partner , skilled in stakeholder management and connecting service delivery solutions with business challenges; someone with a strong technology background and business acumen to maintain alignment between stakeholders and IT in day-to-day operations

Duties and Responsibilities:

  • IT Operations - Continuous Improvement - Implement policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability; provides consulting services to Senior Management related to the alignment of business needs with IT operations. Promote innovative thinking and utilization of IT resources in the business.

  • Customer Relationship Management – Manages customer expectations; resolve customer satisfaction issues; train and educate customers on the use of technology; offer alternate solutions to customer problems (e.g. process changes); communicate IT goals, activities and accomplishments to the business. This position over sees all aspect of Service Desk operations.

  • Platform and Tool Governance - ongoing optimization, rationalization and maturity of all applications (ServiceNow platform) under the Service Management umbrella

  • Talent Management – Hiring, developing, and mentoring staff to fulfill needs of department.

  • Financial Management – Overseeing budgeting and management of assigned cost centers.

Education Required:

  • Bachelors Degree

Experience Required:

  • 10 years

    Licenses/Certifications Preferred:

  • ITIL Certifications (Foundation, Practitioner, Intermediate, Expert, or Master).

    Technical Skills and Abilities:

  • Expert knowledge of ITIL disciplines

  • Ability to manage conflict and offer suitable resolutions

  • Strong customer service, project management, and quality control skills

  • Resource planning skills

  • Keen sense of time management

  • Strong teamwork skills and attention to detail.

  • Excellent written and verbal communication skills

  • Willingness to support and mentor junior staff

  • Able to manage sensitive and sometimes confidential information

  • Self-motivation and able to take responsibility

Physical Demands:

  • Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

  • 25lbs

Travel Requirements:

  • Willing and able to travel as required < 10%

Work Environment:

  • Office and Virtual Work environment


For information on Sysco’s Benefits, please visit


COVID-19 Precaution(s):

  • Personal protective equipment and masks provided

  • Temperature screenings

  • Social distancing guidelines in place

  • Sanitizing, disinfecting, and cleaning procedures in place


Sysco is the global leader in foodservice distribution. With over 57,000 associates and a fleet of over 13,000 vehicles, Sysco operates approximately 326 distribution facilities worldwide and serves more than 625,000 customer locations.

We offer our associates the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.


Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.