THE BIG PICTURE

Sysco LABS is the captive innovation center for Sysco Corporation (NYSE:SYY), a Fortune 100 company and the world’s largest foodservice provider with 71,000+ associates, 330+ distribution centers and over 725,000 customers in 90 countries. For fiscal 2023 that ended July 1, 2023, Sysco generated over $76 billion in sales.

Sysco LABS powers Sysco’s farm-to-fork operations and our technology is present in the sourcing of food products, merchandising, storage and warehouse operations, order placement and pricing algorithms, the delivery of food and supplies to Sysco’s global network, the in-restaurant dining experience of the end-customer and much more.

Our technology ecosystem spans 600+ applications, monitoring and incident management across 10,000+ servers, multi-cloud – multi-platform event streaming and microservices architecture, and enterprise-grade systems that power a catalog of over 1.4 million products, 330+ distribution centers and a fleet of 14,000 IoT-enabled delivery trucks, and more.

Everything we do at Sysco LABS supports Sysco’s Purpose of ‘Connecting the world to share food and care for one another’, and our technology directly impacts millions of food consumers in a trillion-dollar, global industry.

THE OPPORTUNITY

We are on the lookout for a results-driven, inspiring leader to identify and address opportunities that enable increased ITSM maturity and compliance efforts. You will collaborate with various teams across geographies to establish best-in-class reporting and analytics practices.

WHAT YOU WILL BE DOING

• Developing, maintaining and managing reports and dashboards for the senior IT leadership and business leadership with well-defined visualizations based on the target audience
• Developing, identifying, and reporting on relevant operational and service delivery metrics, utilizing metrics reporting to drive improvement opportunities and formalizing the improvement opportunity process
• Developing visualizations for business cases to propose and implement additional ITSM processes and functions to further improve service
• Designing and implementing reports and dashboards to help establish strong foundational practices; while meeting business needs and balancing compliance with risk and cost
• Developing reports and dashboards to analyze multi-year data to display Sysco’s IT Service Delivery and Operations current state as it relates to IT Service Management
• Providing direction to and supporting other team members and monitoring and assessing individual work (as applicable) in accordance with high standards of excellence. Providing feedback, coaching, supporting and opportunities for development
• Collaborating with management in developing new analytics for ITSM governance and implementing and maintaining a process governance structure aligned to global standards
• Identifying the best approach/practices and driving the implementation of the ITIL processes for ITSM with a focus on incident, problem, service catalog, change, release, and event management. Operationalizing these processes and measuring their effectiveness and implementing processes that continually improve our effectiveness
• Leading the management and alignment to ITSM concepts and behaviors across IT Partner with geographic collaborators to implement reports and dashboards and ensure accurate controls are established as well as activating the intake process for new ITSM reporting requirements
• Reporting on and analyzing Problem Management process data to drive the long-term resolution of major incidents, recurring incidents, recurring problems, or major events
• Reporting and analyzing on the Major Incident Management process to drive corrective actions, minimizing MTTRs, and collaborating to resolve critical issues as needed
• Reporting and analyzing the service catalog and service request management practice to continuously improve, expanding the self-service footprint through automation and other means necessary

REQUIREMENTS

• A Bachelor’s Degree in Information Technology, Engineering or a related field is preferred or equivalent work experience
• Minimum of 8 years of experience working in the Information Technology field
• Minimum of 5 years of experience in the IT Service Management space
• Knowledge of ServiceNow reporting, ServiceNow Performance Analytics and Microsoft Power BI will be an added advantage
• Prior experience working in a 24x7x365 operation consisting of multiple technologies and locations
• Prior experience in leading/managing a team
• ITIL Foundations certification recommended; Higher ITIL certifications will be an added advantage
• Strong demonstrated experience in driving the maturity of the IT Service Management capabilities in an organization
• Viewed by the organization as a subject matter expert and technical consultant for IT reporting and analytics
• The ability to develop solutions include developing full ITIL Service Design Packages, including documenting requirements, creating SLAs, developing Capacity Management plans, IT Service Continuity Plans, and other areas composing ITIL service design
• The ability to create, direct, and participate in developing ideas to serve as technology insertions into the customer's environment across all support platforms
• Working knowledge of Agile software development and application of ITIL service management processes
• Technical knowledge and experience in the following will be an added advantage: Windows environments SQL, Active Directory, Scripting, etc. AWS/Azure services Monitoring tools such as Dynatrace, DataDog, Nagios and Splunk.

WHAT AWAITS YOU AT SYSCO LABS

• An attractive base compensation package comfortably above market rates
• Performance rewards and recognition
• Comprehensive healthcare coverage
• A health and wellness allowance
• A team outing allowance
• Paid birthday leave
• Learning and development allowance
• Overseas travel opportunities and exposure to client environments
• A progressive culture that promotes work-life harmony and personal development