Sr IT Service & Operations Management Director

Take your career further with McLane!

The McLane team is the driving force behind our success. A diverse group of professionals, from Sales and IT&D to Dispatchers and Mechanics, work together seamlessly to keep our operations running smoothly. Their dedication, expertise, and collaborative spirit are essential to achieving our goals and supporting other teams within the organization. As a member of our team, you'll have the chance to learn from industry leaders, develop your skills, and build lasting connections with colleagues nationwide.

Drive the strategic transformation of McLane's IT service management (ITSM) and operations functions. Oversee the modernization of service delivery, observability platforms, and operational excellence across McLane IT&D technology stack. Unify the service and operations teams into a cohesive, agile, and resilient organization.

This is a hybrid position which will require the candidate to report and work from the office three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX.

Benefits you can count on:

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
• Paid time off begins day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

What you'll do as a Sr IT Service & Operations Management Director:

Strategic Leadership & Vision:

• Define and communicate a clear vision for IT Service and Operations aligned with business goals and digital transformation initiatives.
• Develop and execute a multi-year strategy to modernize operations using AI, automation, and data-driven insights.
• Champion a culture of innovation, accountability, and continuous improvement.

Service Management & Observability:

• Oversee ITSM platform strategy (e.g., ServiceNow, JSM), CMDB architecture, SLA/SLO governance, and incident/problem/change management.
• Drive observability initiatives using tools like Dynatrace, SolarWinds, and Splunk to enable predictive analytics and self-healing capabilities.

Operational Excellence:

• Develop hybrid sourcing models, balancing in-house talent with managed services to deliver a cost-optimized, highly efficient ITSM practice.
• Implement telemetry, runbook automation, and omnichannel support to reduce mean time to detect and repair incidents.
• Establish KPIs and continuous improvement frameworks to enhance service quality and reduce operational disruptions.
• Lead and manage Service Desk, NOC, Field Operations, and Mainframe Operations teams.
• Implement and optimize ITIL processes across Incident, Problem, Change, Request, and Knowledge Management.
• Drive standardization and best practices across all operational domains.

Lifecycle Management of End User Devices:

• Oversee the lifecycle management of end user devices, including laptops, phones, and distribution center devices like handheld printers and selection devices.
• Ensure devices are provisioned in advance, kept updated, and refreshed regularly.

AI & Automation Enablement:

• Deploy AI-powered solutions for incident prediction, self-healing, and intelligent routing.
• Lead automation initiatives across job monitoring, ticket triage, and service provisioning.
• Identify and implement AI-driven solutions to enhance service delivery, reduce manual effort, and improve response times.

Performance Management:

• Define, track, and report on KPIs and metrics across all ITIL domains.
• Establish dashboards and reporting frameworks to monitor service health and operational efficiency.
• Use analytics to identify trends, root causes, and opportunities for optimization.

Organizational Design & Talent Development:

• Build and lead a high-performing team including ITSM analysts, and service desk managers.
• Foster a culture of learning through certifications, training, and career pathing aligned with industry standards.

Stakeholder Engagement:

• Collaborate with cross-functional teams, vendors, and business units to ensure alignment and transparency.
• Communicate performance, risks, and strategic initiatives to executive leadership.
• Perform other duties as assigned.

Qualifications you'll bring as a Sr IT Service & Operations Management Director:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
• 10+ years in IT operations, service management, or infrastructure leadership.
• ITIL certification is required.
• Proven experience in ITIL-based environments and managing large-scale service transformations.
• Strong understanding of observability platforms, automation, and cloud infrastructure.
• Excellent leadership, communication, and stakeholder management skills.
• Experience with vendor management, budget planning, and strategic sourcing.
• Experience with tools such as ServiceNow, Jira, Dynatrace, Splunk.
• Experience in designing and implementing hybrid workforce models.
• Knowledge of Zero Trust, NIST frameworks.
• Background in managing hybrid workforce models and outsourced service operations.
• Strong analytical and problem-solving skills, with a proactive, solution-oriented mindset.

Working Conditions:

• Office environment.
• Travel required - up to 10%.

Fit the following? We want you here!

• Teamwork oriented
• Organized
• Problem solver
• Detailed

Our roadmap. Our Story.

We've been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130+ years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

For our complete EEO and Pay Transparency statement, please visit https://www.mclaneco.com/legal/employment/