This position offers a base salary range of $84,182 - $140,304 per year, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perkz at Sheetz is quarterly employee bonuses based on company performance! And there’s more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts! OVERVIEW Contributes to the I&T service roadmap that align with visions and defined goals of Business owners. Maintains accountability multiple larger services 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. Collaborate with Product Management team and ITSM Management to consistently define service agreements and deliver services to meet SLAs. Keep up to date on industry and technology trends, recommending new service improvements to the team. 3. Contribute to 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 in order to provide end to end lifecycle management of services. 4. Work with Service and Product Ownership teams and other stakeholders to define and prioritize user stories, defects, and other artifacts in the backlog of assigned teams. 5. Maintain 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 communication for service changes and maintenance; coordinate internal communications for operational staff. 7. Collaborating 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 advanced technical advice and counsel to IT peers and management. 9. 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 5 years’ experience in a technology environment is required. • Minimum 2 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.