Sr. Manager, ITSM

Overview:

It All Starts with Our People

As the leader in automotive preventive maintenance, Valvoline has a proven track record of growth. We continue to invest in our people, processes, and technology to strengthen our ability to efficiently deliver Quick, Easy, Trusted service across all our stores – every day. We're not just in the car business; we're in the people business. And we're looking for humble, hungry, and smart people to help us shape the future of mobility. If you're hungry to drive change and seek a dynamic, collaborative environment that fuels both personal and professional growth, you've found your place with us.

Our highest priority is creating a welcoming workplace with team members from a wide variety of diverse backgrounds and experiences.

The Opportunity

Valvoline has a rewarding opportunity as a Sr. Manager, ITSM. In this role, you will be responsible for the end-to-end management of IT incidents. You will claim management of both ITIL Incident Management and Problem Management processes. You will provide application support for Customer Service Management, SMDB, Hardware and Software Asset Management and connect with critical vendors.

How You'll Make a Difference

• Manage the day-to-day operations for IT Incidents, ensuring adherence to SLAs for restoring critical systems and providing workaround for alternate solutions when needed

• Direct the audit, maintenance, analysis, and verification for accurate communications, billing, charge-back models, and contract compliance monitoring activities

• Develop a 12 - 24 month strategy for services that are provided

• Develop trend analysis and service improvement plans

• Oversee work performed by third-party vendor(s) related to IT services/Cloud/MSP services

• Partner with other IT teams to continuously enhance CMDB, optimize application monitoring and alerting, and implement large, complex processes and/or workflows

• Lead team to develop, implement, and maintain core IT Service Management processes within ServiceNow

• Produce documentation for processes, procedures, and management reports

• Mentor team members

What You'll Need to Succeed

• Bachelor’s degree in Information Technology or related field

• Minimum of 10 years of relevant work/management experience

• Understanding of operating systems, databases, middleware, and Public Cloud Services

• Minimum of three years of relevant experience with Life Cycle management

• ITIL Foundations Certification

• Willing to work flexible schedules, including nights, weekends, and holidays

• Strong knowledge of ServiceNow and its related functions

• Knowledge of principles of systems architecture and design, networking, database systems, storage, servers, and operating systems

• Manage vendors, multiple complex projects, and strategic direction

• Knowledge of IT Service Management best practices with an in-depth knowledge of ITIL framework; intermediate/advanced certifications preferred

• Must be authorized to work in the U.S.

We Take Care of the WHOLE You

• Health insurance plans (medical, dental, vision)
• HSA and flexible spending accounts
• 401(k)  
• Incentive opportunity*
• Life insurance
• Short and long-term disability insurance
• Paid vacation and holidays*
• Employee Assistance Program
• Valvoline Instant Oil Change discounts
• Tuition reimbursement*
• Adoption assistance* 

*Terms and conditions apply, and benefits may differ depending on position.

Your Path to Valvoline

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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.

Join us in revolutionizing the automotive aftermarket industry while enjoying competitive benefits, a supportive work culture, and opportunities for advancement. Apply now and become an integral part of our journey at Valvoline.

The Company endeavors to make its recruitment process accessible to any and all users.  Reasonable accommodations will be provided upon request to applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process.  Please contact Human Resources at 1.833.VVV.Report or email ECC@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process.  The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.