IT Services Leader: Incident, Change & Service Delivery

American Sugar Refining; West Palm Beach (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Florida Crystals Corporation in West Palm Beach, FL is seeking a Manager, IT Services to lead IT support operations and govern Change Management. You will drive service excellence, oversee incident and escalation management, and ensure production changes are properly assessed, tested, and communicated with minimal business disruption.

The role requires strong leadership, coordination of onshore/offshore resources, and collaboration with stakeholders to meet operational objectives and maintain

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
• 5+ years of IT Service Management, Service Desk, or IT Operations experience.
• Experience leading Help Desk or Service Operations teams.
• Strong knowledge of ITIL Incident, Problem, Change, and Release Management practices.

Responsibilities

• Lead daily Help Desk operations and support staff.
• Own and administer the IT Change Management process using ITIL best practices.
• Develop operational dashboards, KPIs, and executive reporting.
• Partner with stakeholders, vendors, and technical teams to improve service delivery.

Skills

ITIL Practices

Leadership

Incident Management

Stakeholder Management

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

SAP CALM

Job description

Florida Crystals Corporation in West Palm Beach, FL is seeking a Manager, IT Services to lead IT support operations and govern Change Management. You will drive service excellence, oversee incident and escalation management, and ensure production changes are properly assessed, tested, and communicated with minimal business disruption.

The role requires strong leadership, coordination of onshore/offshore resources, and collaboration with stakeholders to meet operational objectives and maintain