OVERVIEW Responsible for I&T services throughout their lifecycle and defining the service roadmap that aligns with visions and defined goals of Business owners. Maintains accountability for multiple services at once and is responsible for delivering services at agreed upon levels, maintaining customer relationships, and aligning services with business and security needs. RESPONSIBILITIES (other duties may be assigned) 1. Develop and promote multiple strategies, policies, and practices within IT Service Management (ITSM), as assigned, to include but not limited to Service Reporting, Service Level Management, Service Vendor Engagement & Management, Asset Management, Configuration Management, Transition Planning & Support, Continual Service Improvement. Includes strategies, policies, and practices for assigned IT Services. 2. Responsible for defining services agreements and working with Product Management and ITSM teams to deliver services that meet those SLAs. Keep up to date on industry and technology trends, recommending new service improvements to the team. 3. Create and maintain the service roadmap, incorporating economic outcomes, industry and technology trends, technical input, and user feedback. Initiate new services, oversee service production transition, and ensure ongoing maintenance of services to provide end to end lifecycle management of services. 4. Collaborate with ITSM Management team in service strategy creation, roadmap creation, and management of processes and work plans. Utilize expert level understanding of the strategic product roadmap of the business and articulate the impacts its objectives would have on IT service requirements going forward. 5. Responsible for the status of service health and associated KPIs, metrics, and trends. Generate and analyze support data, reports, and metrics to identify opportunities for service improvement. Implement service improvement plans where IT Services for specific groups or departments have degraded in stability or quality. 6. Prepare and approve communications for service changes and maintenance; coordinate internal communications for operational staff. 7. Lead Collaboration with product delivery teams and stakeholders to ensure appropriate scheduling and understanding of upcoming rollouts, releases, upgrades, and critical processing periods to be considered as part of the wider IT Service Delivery planning process. 8. Provide expert level guidance and mentorship to less experienced Service Owners in all aspects of the Service Ownership process. 9. Participate in the creation and maintenance of the ITSM Service “Community of Practice” processes, templates, and procedures; Represent the service across the organization; identify and mitigate business and security risks associated with the service. 10. Responsible for negotiating SLAs and OLAs for the service; participate in service review meetings. 11. Proactively manage risks and issues through communication and working with Product Management teams on problems and rollouts. 12. Provide evening and weekend “on call/issue” support as needed. Sheetz is open 24/7/365 and as such, our internal and external customers may require support at any time. QUALIFICATIONS (Equivalent combinations of education, licenses, certifications and/or experience may be considered) Education • Bachelor’s degree in any field with courses in Business, Computer Science, Information Systems, or related field is required • Bachelor’s degree in Business, Computer Science, or Information Systems is preferred Experience • Minimum 7 years’ experience in a technology environment is required.• Minimum 4 years’ experience in IT Service Management, Project Management, or Business Leadership is required. Licenses/Certifications • ITIL or HDI certification is preferred. Tools & Equipment • General Office Equipment ACCOMMODATIONS Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.