Sr Director, Service Management Office

Senior Director, Service Management Office

At Southern Glazer's Wine & Spirits, technology now sits at the center of how we serve customers and suppliers across the largest wine and spirits distribution platform in North America. Within One Tech, the Service Management Office (SMO) is the organization accountable for keeping our technology services reliable, observable, and continuously improving. It is the connective tissue between the systems our associates depend on every day and the business outcomes those systems drive.

As the Senior Director, Service Management Office, you will lead that organization end to end.

Reporting to the Vice President, Technology Operations, the Senior Director leads the SMO as a single, connected service lifecycle:
Detect, Serve, Respond, Learn, Prevent, Assure, and Govern. The role owns seven core functions: observability and event intelligence; the National Service Desk and service experience; incident command and crisis management; problem and reliability engineering; change, release, and configuration management; operational resilience and continuity; and service governance and performance. Much of the value is created in the handoffs between these functions, and this leader is accountable for making those handoffs seamless.

This is both a business leader and a technology leader. The Senior Director sets the strategy and operating model for service management across One Tech, matures the discipline from reactive support toward predictive and automated operations, and champions the SMO's intelligence and automation agenda, connecting operational signals to business impact, executive decisions, and governed action. Success is measured by service reliability, speed of recovery, disruption avoided, and the trust the business places in One Tech.

The Senior Director is also the enterprise owner of the Service Now platform, including the HR Service Management (HRSM) product and all Service Now development. Because this shared platform is the foundation on which every SMO function operates, a single accountable leader owns its strategy, standards, roadmap, and delivery across One Tech.

• Lead the Service Management Office end to end, setting the vision, strategy, and operating model across its seven functions and the full service lifecycle:
  Detect, Serve, Respond, Learn, Prevent, Assure, and Govern.
• Own the Service Now platform end to end — including the HR Service Management (HRSM) product and all Service Now development — setting platform strategy, standards, roadmap, and delivery for every function that runs on it, from ITSM and ITOM to HRSM.
• Build, coach, and retain a high-performing organization of function leaders, managers, and specialists; clarify roles and expectations; and develop the next layer of leadership.
• Own the reliability of One Tech services by establishing and maturing observability, event correlation, and AIOps so issues are detected and understood before they reach the business.
• Direct the National Service Desk and service experience, holding accountability for responsiveness, first-contact resolution, and a consistently excellent experience for SGWS associates, including the shared Service Now platform that extends the service-experience model to HR Service Management (HRSM) and other enterprise service domains.
• Command major incidents and crisis response, ensuring rapid mobilization, clear executive communication, and disciplined recovery.
• Lead problem management, reliability engineering, and continuous improvement, using data to reduce incident volume, recurring issues, and mean time to recovery.
• Govern change, release, and configuration management, balancing delivery velocity with the stability and control the business requires.
• Own operational resilience and continuity, ensuring services can withstand, absorb, and recover from disruption, including coordinated disaster-recovery and continuity planning.
• Establish service governance and performance management, including service-level and experience-level targets, regular service reviews, and transparent reporting that ties operations to business outcomes.
• Own the SMO…