Manager, IT Service Management

Novolex is a leading manufacturer of food beverage and specialty packaging that supports multiple industries including foodservice restaurant delivery and carryout food processing grocery and retail and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin paper molded fiber aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories 250 brands and over 39000 SKUs.

The Novolex sustainability vision is built upon three pillars: our products our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability helping us achieve our ambitious goals through our wide-ranging initiatives.

Position Overview

The Manager IT Service Management (ITSM) is a results-driven operational leader responsible for translating enterprise ITSM strategy into reliable customer-focused service delivery across Novolex. Reporting to the Director IT Service Management this role provides operational governance for day-to-day IT service operations ensuring services are delivered consistently incidents are resolved with urgency SLAs are met and employee interactions with IT reflect a high standard of professionalism and accountability.

This leader oversees three interconnected service domains: Service Desk operations User Access Management and the ServiceNow platform. Positioned between strategic direction and operational execution the Senior Manager converts priorities into disciplined measurable outcomes by driving accountability secure access practices continuous improvement and consistent service performance across internal teams and managed service partners.

Service Delivery Context & Business Value

As Novolex accelerates operations across manufacturing packaging and distribution reliable IT service delivery directly impacts employee productivity operational continuity and business confidence in IT. The Senior Manager ITSM delivers measurable value across four critical dimensions:

• Operational Service Reliability: Ensure IT services are available performant and continuously improving minimizing business disruption through disciplined incident response and proactive operational practices.
• Service Quality: Reinforce consistent professional IT support practices that meet business expectations and sustain confidence in operational service delivery.
• SLA & Performance Accountability: Own service level commitments end-to-end driving the operational discipline to consistently achieve performance targets across all support tiers and IT service domains.
• Continuous Service Improvement: Identify prioritize and execute improvement initiatives that reduce friction minimize repeat incidents and elevate service quality across the organization.

Key Responsibilities

Service Desk Operations

Provide senior operational oversight of the service desk function delivered through a managed services provider ensuring service reliability SLA attainment and alignment with business expectations.

• Serve as the senior escalation point for high-priority service desk issues ensuring timely resolution effective business communication and accountable follow-through.
• Monitor service desk queue health staffing coverage first contact resolution rates and service quality across all support channels.
• Define service desk operating expectations escalation standards and performance controls to drive consistency accountability and measurable service outcomes.
• Oversee Incident Management Request Fulfillment and Major Incident response coordination including stakeholder communications bridge management and post-incident reviews.
• Analyze ticket volume trends recurring incident patterns and queue aging to identify systemic issues and drive root cause remediation through Problem Management collaboration.

Report service desk performance trends operational risks and recommended corrective actions to the Director ITSM and senior IT leadership.

• Partner with IT infrastructure cybersecurity applications and other IT tower leaders to remove service barriers accelerate resolution and improve cross-functional accountability.

User Access Management

Provide operational oversight for user access request fulfillment ensuring access is delivered accurately securely and in alignment with business compliance and identity governance requirements.

• Oversee user access request workflows approvals fulfillment quality and SLA performance across enterprise systems and applications.
• Partner with cybersecurity application owners HR and managed services providers to ensure access is provisioned modified and removed according to defined controls and lifecycle events.
• Monitor access request queues aging exception handling and recurring fulfillment issues to improve accuracy timeliness and compliance readiness.
• Support audit and compliance activities by ensuring access fulfillment processes are documented traceable and consistently followed.

ServiceNow Platform

Oversee the operational use and continuous improvement of the ServiceNow ITSM platform ensuring it serves as the core platform for IT service delivery request workflow execution knowledge management and performance visibility.

• Ensure ServiceNow is used consistently and effectively by service desk and ITSM operations teams maintaining accurate ticket data categorization standards SLA configuration and reporting integrity.
• Own the ServiceNow service catalog maintaining accurate service offerings fulfillment workflows and request routing rules that reflect current IT capabilities and business needs.
• Manage and expand the Novolex IT knowledge base within ServiceNow ensuring articles are current accurate peer-reviewed and accessible to both IT staff and end users via the self-service portal.
• Own the ServiceNow enhancement roadmap for ITSM operations including intake prioritization testing validation deployment coordination workflow automation AI-assisted capabilities virtual agent improvements and catalog enhancements.
• Ensure ServiceNow dashboards and reports provide accurate operational visibility into FCR MTTR SLA attainment backlog aging CSAT scores catalog performance and overall platform data quality.

SLA Management & Performance Reporting

• Own SLA compliance across incident priorities and service request categories tracking performance in real time and intervening proactively when trends indicate risk of breach.
• Present concise service performance summaries and trend insights to senior IT leadership highlighting risks corrective actions and improvement priorities.
• Establish and monitor operational KPIs aligned to business outcomes using performance trends to improve service quality across ITSM functions.

Team Leadership & Development

Provide leadership direction and performance oversight for internal ITSM contributors while coordinating operational execution with managed services partners and cross-functional IT teams. Set clear expectations reinforce accountability and build a service culture focused on quality responsiveness and continuous improvement.

• Conduct regular one-on-one check-ins performance reviews and individual development planning conversations to grow team capability engagement and career progression.
• Manage staffing schedules shift coverage and on-call rotations to ensure appropriate support coverage across all business hours and critical operational windows.
• Partner with IT leadership and HR to recruit onboard and retain top ITSM talent building bench strength and organizational resilience within the service delivery function.
• Facilitate team training certification support and cross-skilling initiatives across ITIL HDI ServiceNow and identity governance tools to improve service quality access fulfillment accuracy and career growth.

Vendor & Partner Coordination

• Manage the operating relationship with managed services providers holding partners accountable for service desk performance ITSM process execution service quality and continuous improvement commitments.
• Participate in vendor performance reviews providing operational data and frontline service observations to inform contract management and renewal decisions.
• Drive provider accountability for service risk major incident outcomes recurring issue remediation and continuous improvement commitments.

Qualifications & Experience

Required Qualifications

• ITIL 4 Foundation certification required.
• 7 years of progressive experience in IT Service Management service desk operations or IT service delivery within large enterprise environments.
• 3 years in a management or senior leadership role overseeing a service desk or ITSM operations team.
• Solid working knowledge of ITIL-aligned operational practices including Service Request Fulfillment service desk performance management and access request fulfillment.
• Experience using and administering an enterprise ITSM platform ServiceNow strongly preferred including ticket workflows SLA configuration catalog management and reporting.
• Proven ability to manage SLA performance analyze service metrics and implement targeted operational improvements with measurable results.
• Experience overseeing user access request processes identity lifecycle coordination or access fulfillment controls in an enterprise environment.
• Strong customer service orientation with a demonstrated track record of improving service quality and operational responsiveness.
• Strong data-driven mindset comfortable building and interpreting operational dashboards performance scorecards and executive-facing service reports.
• Excellent communication skills written and verbal with the ability to interact professionally with end users business stakeholders and senior IT leadership.

Preferred Qualifications

• ITIL 4 Managing Professional certification or active progress toward completion.
• HDI Support Center Team Lead (SCTL) or Support Center Manager (SCM) certification.
• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM).
• Experience in manufacturing packaging distribution or consumer goods industries.
• Familiarity with enterprise governance frameworks including COBIT ISO 20000 or SOX IT controls.

Education

• Bachelors degree in Information Technology Computer Science Business Administration or a related field required.
• Equivalent combination of relevant education and progressive ITSM leadership experience will be considered.

A reasonable estimate of the current range is $126000 - $210000 bonus benefits. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range individual payis determined by job-related skills experience and relevant education or training. At Novolex it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

The benefits for this role include 401(k) plan with company match comprehensive medical dental and vision insurance flexible spending and health savings accounts paid vacation and sick days paid parental leave paid holidays and wellness program

#LI-TM1

With safety as our top priority and a commitment to employee well-being an important focus we offer comprehensive and competitive benefits that include medical dental and vision insurance as well as a variety of other well-being resources focused on mental physical and financial health. Specific benefits and well-being programs may vary depending on where you work.

At Novolex giving back to the local communities that support us is important. Our Focused Giving Program prioritizes support for organizations whose missions promote sustainability initiatives or address food and hunger needs. We also encourage facility level support of activities in the communities where our employees live and work.

We offer constant opportunities for advancement. From skills development to advanced education programs training and development programs and courses are available through MyLearning. Programs include company and industry training curricula support for formal education through the Tuition Reimbursement Program (Non-Union) and a Learning Management System that supports and enhances employee skills at all levels of the organization.

Novolex is committed to providing equal employment opportunity in all employment practices including but not limited to selection hiring promotion transfer and compensation to all qualified applicants and employees without regard to age race color national origin sex pregnancy sexual orientation gender identity religion handicap or disability genetics citizenship status service member or veteran status or any other category protected by federal state or local law. Any individual who because of his or her disability needs an accommodation in connection with an aspect of the Companys application process should contact .

Formerly Pactiv Evergreen