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.
