IT Services Manager (ITSM)

It All Starts with Our People

As the leader in automotive preventive maintenance, Valvoline has a proven track record of growth. We continue to invest in our people, processes, and technology to strengthen our ability to efficiently deliver Quick, Easy, Trusted service across all our stores - every day. We're not just in the car business; we're in the people business. And we're looking for humble, hungry, and smart people to help us shape the future of mobility. If you're hungry to drive change and seek a dynamic, collaborative environment that fuels both personal and professional growth, you've found your place with us.

Our highest priority is creating a welcoming workplace with team members from a wide variety of diverse backgrounds and experiences.

The Opportunity

The IT Services Manager (ITSM) is responsible for the end-to-end management of Valvoline’s ITIL practice. This position includes ownership of Incident, Request, Problem, Change, Knowledge, Quality Management, including escalation process, Major Incident management, and related CSI opportunities. The position will work closely with internal Valvoline teams and Valvoline’s vendor partners, providing strong leadership and direction to achieve operational and financial goals, as well as identifying and mitigating risks. They will own and manage invoice accuracy (including disputes and resolution), SLA credits, and internal reporting. Must be self-driven and independent to complete assignments using SMART goal structure. Responsible for policy and strategy implementation. 

How You'll Make a Difference

• Manage day-to-day operations for Valvoline’s ITSM practice-decision points, team guidance, resource management
• Ensure operational health checks, approvals, and escalations for Service Now
• Evaluate Customer Experience and develop a strategy for services that are being provided. Strategy plans for 12-24-month progression.
• Analyze trend analysis and prepare service improvement plans to address identified gaps.
• Oversee work performed by third party vendor(s) - Gaps, Issues, Escalations, Collaboration
• Partner with other IT teams to continuously enhance CMDB, optimize application monitoring and alerting, and implement large, complex processes and/or workflows
• Lead team to develop, implement, and maintain core IT Service Management processes within ServiceNow, including but not limited to: Incident, Request, Problem, Change, Knowledge, Training, Quality, Reporting, CMDB/ HAM/ SAM
• Produce documentation for processes, procedures, management reports, and performance evaluations.
• Mentor resources to enable them to succeed.
• Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.

What You'll Need to Succeed

• Bachelor’s degree in Information Technology or a related field from a 4-year college or university
• Minimum of 8 years of relevant ITSM experience
• Understanding and knowledge of various operating systems, databases, middleware, and Public Cloud Services
• ITIL Foundations Certification
• Willing to work flexible schedules, including nights, weekends, and holidays
• Strong working knowledge of ServiceNow and its related functions
• Knowledge of general principles of systems architecture and design, networking, database systems, storage, servers, and operating systems
• Knowledge of IT Service Management best practices with an in-depth knowledge of ITIL framework; intermediate/advanced certifications preferred
• Ability to manage multiple complex projects
• Vendor management skills
• Manage strategic direction
• Must be PC literate and proficient with Microsoft Word, Excel, Outlook, and PowerPoint, as well as ITSM and PPM solutions
• Excellent written and oral communication skills that demonstrate a proven ability to develop relationships with a range of internal and external customers
• Must be authorized to work in the U.S.

We Take Care of the WHOLE You

• Health insurance plans (medical, dental, vision)
• HSA and flexible spending accounts
• 401(k)  
• Incentive opportunity*
• Life insurance
• Short and long-term disability insurance
• Paid vacation and holidays*
• Employee Assistance Program
• Valvoline Instant Oil Change discounts
• Tuition reimbursement*
• Adoption assistance* 

*Terms and conditions apply, and benefits may differ depending on position.

Your Path to Valvoline

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Join us in revolutionizing the automotive aftermarket industry while enjoying competitive benefits, a supportive work culture, and opportunities for advancement. Apply now and become an integral part of our journey at Valvoline.

The Company endeavors to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided upon request to applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1.833.VVV.Report or email ECC@valvoline.com to make a request for reasonable accommodation during any aspect of the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.

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