Manager, IT Service Management

Company Overview Why Choose Us? Novolex is a leading manufacturer of food, beverage, and specialty packaging that supports multiple industries including foodservice, restaurant delivery and carryout, food processing, grocery and retail, and industrial sectors. Novolex manufacturing and sourcing expertise spans a diverse range of substrates including resin, paper, molded fiber, aluminum and more. We provide customers a broad array of stock and customized solutions with 120 product categories, 250 brands and over 39,000 SKUs. Our Sustainability Commitment The Novolex sustainability vision is built upon three pillars: our products, our operations and our people. Each is critically important to our growth and future as a business. These pillars form the foundation of our company-wide commitment to sustainability, helping us achieve our ambitious goals through our wide-ranging initiatives. Job Description Position Overview The Manager, IT Service Management (ITSM) is a results-driven operational leader responsible for translating enterprise ITSM strategy into reliable, customer-focused service delivery across Novolex. Reporting to the Director, IT Service Management, this role provides operational governance for day-to-day IT service operations, ensuring services are delivered consistently, incidents are resolved with urgency, SLAs are met, and employee interactions with IT reflect a high standard of professionalism and accountability. This leader oversees three interconnected service domains: Service Desk operations, User Access Management, and the ServiceNow platform. Positioned between strategic direction and operational execution, the Senior Manager converts priorities into disciplined, measurable outcomes by driving accountability, secure access practices, continuous improvement, and consistent service performance across internal teams and managed service partners.

Service Delivery Context & Business Value As Novolex accelerates operations across manufacturing, packaging, and distribution, reliable IT service delivery directly impacts employee productivity, operational continuity, and business confidence in IT. The Senior Manager, ITSM delivers measurable value across four critical dimensions:

Operational Service Reliability: Ensure IT services are available, performant, and continuously improving — minimizing business disruption through disciplined incident response and proactive operational practices. Service Quality: Reinforce consistent, professional IT support practices that meet business expectations and sustain confidence in operational service delivery. SLA & Performance Accountability: Own service level commitments end-to-end, driving the operational discipline to consistently achieve performance targets across all support tiers and IT service domains. Continuous Service Improvement: Identify, prioritize, and execute improvement initiatives that reduce friction, minimize repeat incidents, and elevate service quality across the organization.

Key Responsibilities Service Desk Operations Provide senior operational oversight of the service desk function delivered through a managed services provider, ensuring service reliability, SLA attainment, and alignment with business expectations.

Serve as the senior escalation point for high-priority service desk issues, ensuring timely resolution, effective business communication, and accountable follow-through. Monitor service desk queue health, staffing coverage, first contact resolution rates, and service quality across all support channels. Define service desk operating expectations, escalation standards, and performance controls to drive consistency, accountability, and measurable service outcomes. Oversee Incident Management, Request Fulfillment, and Major Incident response coordination, including stakeholder communications, bridge management, and post-incident reviews. Analyze ticket volume trends, recurring incident patterns, and