For more than a century, Ben E. Keith Company has been a leader in fine food and premium beverage distribution, and we strive to consistently exceed our customers’ expectations.

Our Food Division is a complete broad line multi-state distributor, and our Beverage Division operates throughout the state of Texas as a proud distributor of Anheuser-Busch products, craft and import beer brands, spirits, and wine.

We are dedicated to the growth and success of our business, our customers, and our employees—continuing our commitment to delivering quality since 1906.

Position Summary: 
The Leader of IT Service Delivery will be responsible for overseeing the delivery of IT services across the organization, ensuring alignment with business goals and objectives. This role will focus on quality, improving IT support processes, and optimizing IT operations. The ideal candidate will have extensive experience in managing IT service teams, developing service delivery strategies, and implementing ITIL-based processes to meet service level agreements (SLAs) and drive continuous improvement.

Responsibilities
•    Lead the overall IT service delivery function, ensuring all IT services are effectively and efficiently provided.
•    Develop and manage service delivery practices that align to the organization's goals and customer needs.
•    Ensure the effective delivery of IT services by managing service levels and key performance indicators (KPIs).
•    Monitor IT service performance and ensure that service incidents are minimized and addressed in a timely fashion.
•    Oversee daily operations of the IT service desk, L1 triage and incident management functions
•    Perform lifecycle management of critical incidents, ensuring timely and effective resolution, ensuring RCA and prevention measures are documented.
•    Promote a customer-focused culture within the IT service delivery teams to enhance end-user satisfaction.
•    Deliver ITIL-based service management frameworks, including incident, problem, and change management.
•    Continuously evaluate IT service delivery processes and tools to identify opportunities for improvement.
•    Foster a culture of continuous improvement, encouraging feedback, innovation, and automation.
•    Lead initiatives to streamline operations and reduce service delivery costs without compromising quality.
•    Manage relationships with external service partners and vendors, ensuring they deliver high-quality services.
•    Participate in the negotiations of partner service contracts  , ensuring performance to stated SLA targets.
•    Serve as the subject matter expert for IT service delivery discussions with business leaders and key stakeholders.
•    Communicate consistently with IT leadership, providing updates on IT performance metrics, and project progress.
•    Lead, mentor, and coach a team of IT service delivery professionals, fostering a high-performance culture.
•    Set clear goals and expectations for the IT service delivery team, ensuring alignment with business objectives.
•    Provide training, guidance, and professional development opportunities to the team.
•    Conduct regular performance reviews and provide feedback to ensure continuous improvement in team performance.
•    Measure customer satisfaction related to IT services, driving initiatives to improve user experience.

Work Experience Requirements:
•    8+ years of experience in IT service delivery, IT operations, or a similar leadership role.
•    5+ years of proven experience managing large IT service teams and driving service improvements.
•    5+ years of proven experience with ITIL or ITSM frameworks and managing SLAs and KPIs for IT services.
•    5+ years of proven experience with vendor management, including managing performance.
•    5+ years of proven experience using ITSM tools (Jira Service Desk) for incident, problem and change management.
•    Demonstrated understanding of IT operations, including networks, servers, cloud services, and enterprise systems.
•    Excellent leadership, communication, and interpersonal skills, with the ability to lead and motivate teams.
•    Strong problem-solving and decision-making capabilities.
•    Exceptional customer management skills, with a focus on understanding and meeting business needs.
•    Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
•    ITIL certification (e.g., ITIL Foundation, ITIL Practitioner, or higher).
•    College degree is preferred

Ben E. Keith (BEK) Company is one of the largest food and beverage distributors in the United States. We are a family-owned business with a long-standing tradition of supporting the diverse communities in which we live and work. Our competitive employee benefits provide health and financial protection to our employees and their families.

We have sought to create an environment in which the contributions of each employee at Ben E. Keith are fully valued. This means more than simply treating one another with respect; it also means considering how all our people can positively impact the quality of the decisions we make about our business.

Here at Ben E. Keith, we recognize that our workforce reflects the increasingly diverse nature of our society, and we want to do all we can to take advantage of that diversity with both our external and internal customers. We believe our differences are also our strengths and we want to do all we can to use those strengths to find more creative solutions for the business challenges we face. Ben E. Keith is an equal employment opportunity, affirmative action employer. VEVRAA Federal Contractor