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IT Service Manager (Hybrid)

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HQ {amount} miles
3500 S Clark Street
Arlington, VA 22202 USA

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The IT Service Manager is responsible for process improvement, problem/incident management, reporting and IT vendor controlling. Core functions include executing tasks pertaining to the problem management process as presented by the international part of the company (SIT), ensuring vendor SLA and service abidance and reporting on the usage of the IT ServiceNow portfolio and other IT project management tools.

What You’ll Do

•    Assessment of core IT processes for constant improvement to effectiveness and efficiency
•    Structure support processes that achieve efficiency and identifies waste to minimize unnecessary resource usage 
•    Execute standards and initiatives for department operations that provide a model of support for the entire IT department
•    Align with international standard processes, when possible, to ensure efficient rollout and support of IT solutions
•    Research universal best practices for IT departments (e.g., ITIL)
•    Establish/improve tools used by the IT department for root cause analysis and the tracking of recurring problems with high business impact
•    Act as liaison with international colleagues responsible for problem management on global level
•    Implementation of regular systematic evaluations and identification of problems/causes and derivation of measures and solutions
•    Establish/improve necessary tools to track vendor SLA abidance as per contract
•    Focus on enforcement of agreed contract terms with vendors 
•    Consult with a clear understanding of service level expectations and agreements throughout IT department to improve efficiency of vendor interactions
•    Assist with annual contract discussions to review pricing, SLA performance, and general state of relationship with Printing Vendor, Mobile Provider, IT On-site Store Support and Telephone Solutions
•    This role has no direct reports
•    Additional responsibilities as assigned 

What You’ll Need

Required Knowledge, Skills, Abilities 
•    KPI Management
•    English language skills
•    Proficiency in Microsoft Office Suite
•    Presentation skills, particularly with PowerPoint

Preferred Knowledge, Skills, Abilities
•    German language skills 
•    ServiceNow as ticket management solution
•    ServiceNow as asset management solution
•    JIRA as ticketing/project management solution

Required Education, Certifications/ Licenses, Related Experience 
•    Associate degree with technical focus required
•    2 years of experience in IT support required
•    In lieu of degree, a total number of 4 years of experience in IT Support will meet the education and related experience requirements listed above

Preferred Education, Certifications/ Licenses, Related Experience
•    ITIL Certification
•    Project management certification
•    Senior management first level support    

Physical Job Requirements 
•    Ability to work a variety of shifts including nights, weekends, and holidays as needed
•    Ability to work in a fast-paced working environment, including the store(s), distribution center(s), warehouse(s), and/or corporate office(s) with the capability to switch job functions/roles quickly
•    Ability to work in situations that involve prolonged sitting, standing, walking, squatting and/or bending more than half the time
•    Ability to maneuver cases of product (lift, move, carry, slide, etc.) up to 50 lbs. and reach above head to heights greater than 10 inches frequently in accordance with safety regulations 
•    Ability to operate equipment that requires the constant use of hands/fingers/wrists more than half the time 
•    Ability to spend more than half the time viewing computer monitors
•    Ability to identify and distinguish between colors more than half the time

Travel Requirements
•    This position commutes between stores, regional offices and/or distribution centers less than 25% of the time within a day

What You’ll Receive

At Lidl, we know that in order for our people to do their best, they must be at their best. That’s why as a company, we offer one of the most generous benefits packages in the industry.

All our Lidl employees are eligible to receive the following benefits:

  • Medical | Dental | Vision coverage
  • Paid Holiday & Paid Time Off (PTO) 
  • 401k Plan (+ 5% company match and no vesting schedule)
  • And so much more, visit our benefits page for more details and the latest updates

In addition to the great benefits above, our Full-Time employees receive these additional benefits: Group Term Life & AD&D Insurance, Short & Long-Term Disability Insurance, Voluntary Critical Illness and/or Accident Insurance, Parental Leave – 100% pay for birth mothers and non-birth parents, Additional Paid Time-Off  & Sick Time. 



Industry Leading Benefits

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