IT Service Operations Manager (Hybrid Work Schedule)

Position at Parts TownSee What We're All AboutAs the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change...and if you know a few jokes, that puts you on the top of our list!Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat - Apply Today!PerksParts Town Pride - check out our virtual tour and culture!Quarterly profit-sharing bonusHybrid Work scheduleTeam member appreciation events and recognition programsVolunteer opportunitiesMonthly IT stipendCasual dress codeOn-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expensesAll the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away - don't worry, we've got you covered. The Job at a Glance The IT Service Operations(ITSM) Manager is responsible for leading the design, implementation, and continuous improvement of IT service management processes across the organization. This role ensures IT services are delivered efficiently, reliably, and in alignment with business objectives through governance of ITIL-based practices including Incident, Problem, Change, Service Request, Asset, and Configuration Management.The IT Service Operations Manager partners with Infrastructure, Applications, Cybersecurity, and Business stakeholders to improve service quality, operational stability, and end-user experience.A Typical DayITSM Process OwnershipOwn and govern core ITIL processes including incident management, problem management, change management, service request management, configuration management (CMDB), knowledge managementEstablish KPIs and SLAs for all IT servicesDrive adherence to service governance standardsService Delivery & Operational ExcellenceMonitor and improve service performance metrics (MTTR, SLA compliance, backlog trends)Lead root cause analysis for major incidentsChair Change Advisory Board (CAB)Reduce recurring incidents through structured problem managementOptimize ticket workflows and automationTooling & Platform OwnershipAdminister and optimize ITSM platformImprove self-service capabilities and knowledge base adoptionMaintain accurate CMDB and asset lifecycle processesDrive reporting dashboards for leadership visibilityBusiness AlignmentTranslate business requirements into service delivery modelsPartner with Operations, Ecommerce, Finance, and HR to ensure IT support meets operational needsEnsure service availability aligns with business-critical systems (ERP, WMS, eCommerce)Continuous ImprovementConduct service reviews with stakeholdersIdentify automation opportunitiesLead service maturity assessmentsDrive ITIL best practice adoptionTeam LeadershipProvide coaching and performance managementFoster customer-centric service culture To Land This Opportunity You have 5+ years in IT Service Management or IT OperationsYou have 3+ years in leadership or management roleYou obtain an ITIL v3 or ITIL 4 certification (required or strongly preferred)You obtain 5+ years of experience managing ITSM platformsYou possess a strong understanding of IT infrastructure and application support modelsYou have a bachelor's degree in information technology, Business, or related fieldBonus points if... You have experience in distribution or logistics environmentsYou're familiar with ERP/WMS systems and have experience supporting multi-site operationsYou have experience with SLA governance and executive reportingAbout Your Future TeamWe are about working hard and playing hard. We are about having each others back, taking on responsibility and making things better for all. We are gritty, roll back your sleeves and get the job done with an inclusive, positive can-do attitude. We enjoy our social events, celebrating with food (of course) and celebrating our team members life's milestones and events.At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $107,025.53 to $159,882.50 annually which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.We are an E-Verify employer.For more information, please click on the following links:E-Verify Participation Poster: English Spanish