Sr Director, Service Management Office

What You Need To Know

Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people – and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the preeminent wine and spirits distributor, Southern Glazer’s isn't just one of Forbes’ Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

Southern Glazer’s is proud of its well-earned positive reputation, continually achieving accolades for our outstanding workplace culture. We take pride in creating a culture where our people are valued, supported, and provided opportunities for growth and belonging.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer’s, you would be part of a team that values excellence, innovation, and community. This is more than just a job – it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

Overview

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 OneTech, 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 OneTech, 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 OneTech.

The Senior Director is also the enterprise owner of the ServiceNow platform, including the HR Service Management (HRSM) product and all ServiceNow 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 OneTech.

Primary Responsibilities

• 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 ServiceNow platform end to end — including the HR Service Management (HRSM) product and all ServiceNow 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 OneTech 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 ServiceNow platform that extends the service-experience model to HR Service Management (HRSM) and other enterprise service domains.
• Command major incidents and