Provides leadership and oversight to teams performing core responsibilities within the WFM Technology operations/administration areas. The ITSM Team Leader (TL) oversees the team, and is responsible for oversight of the ITSM function and platform for Whole Foods Market based in Austin,TX. The ITSM TL is responsible for the deployment, maintenance, and adoption of IT Service Management and will be responsible for product management, platform administration, continuous development, and integration to other key enterprise applications.

Responsibilities:

• Lead and mentor a team of ITSM process owners including Developers and System Analysts
• Define goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or services
• Lead current and future ITSM technology optimization and innovation leveraged for global Operational Excellence
• Ensure the development and implementation of appropriate performance metrics and measurement tools
• Manage vendor deliverables for the ServiceNow platform to ensure the ServiceNow environment provides necessary services to all stakeholders and system availability meets SLA
• Accountable for coordinating ongoing ServiceNow enhancements, version upgrades, introduction of new features, and integrations
• Accountable for processes including the Change Advisory Board (CAB), configuring/enhancing the ServiceNow Platform to support new processes, make suggestions to improve and/or automate moving forward
• Develop and maintain strategic relationships with IT business partners and stakeholders
• Drive the alignment and evolution of ITSM processes with ServiceNow
• Participate as a point of escalation for system issues and drive resolution
• Other projects as required

Qualifications:

• ITIL v3 or ITIL v4 (preferred)
• Experience managing Service Operations in a medium to large enterprise
• Experience with an enterprise ITSM platform (ServiceNow preferred)
• Experience working within Scaled Agile Framework® (SAFe®) (preferred) or other Agile Framework
• Advanced Knowledge and experience with alignment/integration of the ITIL processes with a focus on Configuration Management
• Excellent communication, negotiation, and influencing skills
• Proven ability to establish and maintain strategic organizational relationships
• Experience aligning business processes with ITIL Processes/People/Tools
• Experience implementing ITIL governance in a DevOps based culture
• Familiarity with project management approaches, tools, and phases of the Project Lifecycle
• Firm understanding of IT Product/Portfolio Management
• Firm understanding of the IT Application Development Lifecycle, Service Transition, and Support

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.