IT Service Management

Tri Mark USA is the country’s largest provider of design services, equipment, and supplies to the food service industry. We proudly serve our customers by providing design services, commercial equipment, and food service supplies across a wide range of industries and business sectors. Headquartered in Massachusetts, with a history dating back to 1896, we have locations across the country that offer food service operators an unparalleled level of service by combining our unique design capabilities and our expert market knowledge with the purchasing strength, delivery, installation, and after‑sales service capabilities of a national company.

Our employees are focused on creating customized solutions for our clients to ensure they achieve their culinary goals while upholding our I.C.A.R.E. values:
Integrity, Customer Service, Accountability, Respect, and Excellence.

• Medical, Dental, Vision, Tuition Reimbursement, Pet, and Legal Insurance
• 401k
• Community Service Day
• Spotlight Awards
• National Sales Excellence Awards
• CFSP Prep Certification Program

• The Expert IT Service Management reports to the Senior Director, IT Infrastructure
• Located in Mansfield, MA
• Full‑Time
• Hybrid

• Own the design, implementation, and continuous improvement of core ITSM processes, including Incident Management, Request Fulfillment, Knowledge Management, Problem Management, and Change Enablement.
• Serve as process owner for Change Enablement: maintain the change policy and risk model, govern the Change Advisory Board (CAB), and chair the CAB or oversee a designated Change Coordinator who facilitates the recurring meeting.
• Maintain and evolve the IT Service Catalog so it accurately represents what IT delivers to the business and how to request it.
• Develop short‑ and long‑term service and process maturity goals; publish a roadmap and report progress to IT leadership.

• Act as the primary Service Now administrator: configure forms, workflows, business rules, UI policies, notifications, SLAs, assignment rules, and reporting.
• Manage platform health: upgrades, plugin activation, instance hygiene, integrations, and access governance in coordination with IT Security.
• Partner with stakeholders to translate business requirements into well‑scoped Service Now enhancements; manage a small backlog of platform improvements.

• Lead the buildout and ongoing curation of the IT Knowledge Base, including authoring standards, review cadence, and retirement of stale content.
• Drive shift‑left initiatives that move resolution closer to the user via the Service Portal, knowledge‑centered service (KCS) practices, and self‑service request flows.
• Establish KPIs for knowledge effectiveness (deflection rate, article reuse, first‑contact resolution) and report against them.

• Define and operate SLAs, OLAs, and underpinning contracts; build and publish the dashboards and KPI reporting that show how IT is performing against them.
• Conduct service reviews with internal stakeholders and external suppliers; identify improvement opportunities and own the resulting Service Improvement Plans (SIPs).
• Provide trend analysis on incidents, requests, changes, and platform usage to inform investment and staffing decisions.

• Manage day‑to‑day relationships with third‑party IT service providers and managed service partners; hold them accountable to contracted SLAs and quality expectations.
• Partner with Infrastructure, Application, Security, and divisional IT teams to deliver a coordinated service experience to the business.
• Represent the service‑management function in IT governance forums and provide thought leadership on ITSM strategy and roadmap.

• Bachelor's degree in Computer Science, Information Systems, or a related field — or equivalent professional experience.
• Minimum 5 years of corporate IT service delivery experience spanning Service Desk, Deskside / Onsite Support, Identity & Access Management, and Request…