Senior Manager, IT Operations and Service Management

Job Description: Grow with Welch’s! ;
Welch’s is on a journey towards our bold ambition of being the global-leader of convenient, good for you fruit-based food and beverages. To turn this goal into a reality we need you and other exceptionally talented, agile, and innovative individuals who are eager to contribute to something extraordinary! At Welch’s, we’re not just offering a job; we’re inviting you to be a part of a vibrant, authentic, and inclusive culture where you not only belong, but also have the opportunity to unleash the best, most authentic version of you.

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POSITION SUMMARY:

The Senior Manager, IT Operations and Service Management is responsible for overseeing the delivery, performance, and continuous improvement of IT service delivery and operations across the enterprise. This role ensures operational excellence by managing relationships with Managed Service Provider(s) and driving alignment between application and infrastructure operations. The successful candidate will bring deep experience in multi-sourced operating models, service integration, and ITIL-based service management practices, ensuring that services are reliable, cost-effective, and aligned with business outcomes.

WHERE YOU’LL WORK / HYBRID WORK MODEL:
This role will be based out of our Waltham, MA headquarters with Thursdays and Fridays being flexible remote days. On occasion, this cadence may shift based on business needs.

• Lead day-to-day IT operations across infrastructure and in partnership with enterprise applications leaders
• Oversee ITIL standard processes including incident, problem, and change management
• Serve as the primary liaison between internal IT teams and external MSPs delivering infrastructure and application services, ensuring seamless integration and accountability
• Co-Architect and implement a multi-vendor service delivery model, ensuring interoperability between different MSPs
• Design governance structures, service catalogs, and operational playbooks for joint service delivery
• Establish end-to-end service monitoring and performance visibility across all technology domains
• Lead the enterprise service management function (ITSM), including process design and automation
• Drive adoption of service management tools and data-driven insights to improve service quality
• Implement continual service improvement initiatives based on performance analytics and business feedback
• Partner with business units to ensure IT services meet evolving operational needs
• Manage operational risks, compliance requirements, and audit controls related to service delivery
• Develop and maintain IT operations documentation, business continuity, and disaster recovery plans

Passion for achieving excellence in service delivery, solving complex problems, and taking significant ownership of a transformational agenda

• Excellent technical, analytical, problem solving, multitasking, and time management skills with consistent attention to detail
• Ability to effectively learn, communicate and use new processes, concepts, tools, and methodology to support the needs of the enterprise
• Change agent with strong interpersonal skills, with the ability to work across functional lines and at many levels to engage, educate and shift existing behaviors and beliefs
• Excellent project, presentation (written and verbal) and communication skills
• Ability to effectively share technical information and train/mentor less experienced or knowledgeable team members

Bachelor’s degree in computer science, business management or related fields. An equivalent combination of education and experience that proves competence in role may be considered

• 10+ years proven work experience with IT Service Management in an enterprise environment delivering and maintaining the company’s IT services and operations
• Proven experience overseeing MSPs and operating in a multi-sourced MSP delivery model
• Experience implementing Microsoft and cloud solutions
• Experience transforming service desk and overall Service Management processes
• Proven skills in IT Infrastructure, project and process management
• Strong understanding of ITIL v4, Service Integration and Management (SIAM),…