Director, IT Service Management (Finance)

About Us

Americold is a global provider of temperature-controlled infrastructure. We partner with farmers and food producers to ensure their perishable and frozen product reaches foods suppliers, restaurants, and your local grocery store without spoilage. Our customers, which include some of the most respected brands in the food industry, rely on our expertise and commitment to safety in order to deliver on their commitments.

What you'll Do

The Director of IT Service Management (ITSM) will lead the establishment of a global ITSM program and the deployment of key ITIL processes across our organization globally. The role requires a deep understanding of ITIL best practices, exceptional leadership skills, and a proven track record of implementing ITSM processes on a global scale.

• Develop and Implement ITSM Framework: Establish a comprehensive ITSM framework that aligns with the organization's strategic goals and objectives.
• Deploy ITIL Processes: Lead the deployment / maturity of key ITIL processes, including Incident Management, Problem Management, Change Management, Service Request Management, and Service Level Management, ensuring consistency and efficiency across all regions.
• Global Coordination: Coordinate with regional IT teams to ensure the successful implementation and adoption of ITSM processes globally.
• Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery, reduce incidents, and improve overall customer satisfaction.
• Stakeholder Management: Engage with key stakeholders, including senior leadership, to communicate the benefits and progress of ITSM initiatives.
• Training and Development: Develop and deliver training programs to ensure all IT staff are proficient in ITIL processes and best practices.
• Performance Metrics: Establish and monitor performance metrics to measure the effectiveness of ITSM processes and identify areas for improvement.
• Compliance and Governance: Ensure all ITSM processes comply with relevant regulations and governance standards.
• Manage 3 rd Party Service Desk operations to ensure SLA compliance, and delivery of KPIs.

What Experience and Education You Need

• Education: Bachelor's degree in information technology, Computer Science, or equivalent work experience.
• Experience: Minimum of 7 years of experience in IT Service Management, with at least 5 years in a leadership role.
• Certifications: ITIL Expert or Master certification is preferred.

What Could Set You Apart

• Strong leadership and ability to influence across teams.
• Excellent communication and interpersonal skills.
• Proven ability to manage large-scale ITSM projects.
• Deep understanding of ITIL best practices and frameworks.
• Ability to work effectively in a global, multicultural environment.
• Strong organizational and project management skills.
• Ability to influence and drive change across the organization.
• Customer-focused mindset with a commitment to delivering high-quality IT services.

Physical Requirements

• Requires the ability to sit for long periods of time, with frequent interruptions
• Requires several hours per day of sitting, getting up and down from chairs, and reaching, or bending
• Requires manual dexterity with normal hand and finger movements for typical office work
• Talking, hearing, and seeing are important elements of completing assigned tasks
• May require travel by automobile and airplane for business
• May require visits to warehouse operations in temperatures at or below freezing
• May require carrying loads related to travel and the occasional lifting, carrying, positioning, and/or moving of objects weighing up to 20 pounds
• Requires the use of various electronic tools

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The Company makes reasonable accommodations in accordance with applicable law.

What We Offer:

Our associates know the answer to the question What's in it for me? We offer best-in-class benefit programs and continuously work with our associates to ensure that our offerings meet the needs of their health and financial well-being. When you join Americold you join a values-oriented company with a clear mission. We help our customers feed the world.

Americold is an Equal Opportunity/Affirmative Action Employer and complies with applicable employment laws.

EOE/AA M/F/D/V DFW.