Responsibilities
Owns people management responsibilities for 3–10 service team members
Responsible for defining and maintaining a clear service offering with associated SLAs to enable effective coordination and planning
Manages the end-to-end service delivery process to ensure effective and timely delivery of services
Understands, manages, and communicates the prioritization of service requests with customers
Negotiates with customers to set clear expectations of what and when the services will be provided
Empowered to determine best practices and evolve the service delivered to address different customer needs
Ensures highly specialized knowledge and skills on the service team to effectively deliver the service offering
Facilitates collaboration among the service team itself and with other teams that are impacted by the service
Assists product and platform teams in the elaboration of epics and stories to take into account service dependencies
Weighs risks, issues, and impediments being experienced by customers and actively assists with issue resolution
Supervises service team members as they engage with stakeholders, build a backlog, and deliver work
Maintains an analytical perspective during a crisis and supports crisis resolution.
Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.
Ensures team level decisions align with priorities and strategic agenda for project/product.
Leverages budget and other financial information to support staffing and business planning efforts.
Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
Fosters an inclusive workplace where diversity and individual differences are valued.
Participate in process analysis to determine areas of improvement using Lean and Agile methodologies.
Presents results and/or demos with appropriate complexity for different audiences.
Mandatory Experience
Bachelor's degree or equivalent
5–8 years of experience working with service teams with 4+ years working in an agile environment
Proven experience with managing expectations, enhancing services, and providing consistent and high quality services
Sound knowledge in one or more service or tools and processes used by a specific service
Preferred Experience
Deep expertise in Active Directory architecture: Designing, deploying, and managing multi-domain/forest environments, trusts, and schema modifications.
Extensive troubleshooting of on-prem Active Directory issues: Replication (DFS-R/SYSVOL), DNS integration, certificate services (AD PKI), and performance optimization in environments with 20+ years of legacy buildup.
Proven track record in Active Directory migrations: Using tools like ADMT, Quest Migration Manager, or PowerShell for large-scale user/object migrations, SID history preservation, and domain consolidation.
Lead or senior engineer experience: Guiding teams on technical projects, mentoring peers, and influencing decisions without direct managerial authority.
Competencies
Sufficient knowledge of the specialized or critical services that are provided by the team
Demonstrated leadership skills and the ability to make decisions and set clear priorities
Strong communication, negotiation, and collaboration skills across teams and stakeholders
Ability to understand and analyze an end-to-end process related to the service provided and how to improve upon the process
Strong people and customer management skills to ensure expectations are being met
#LI-HR1
BENEFITS INFORMATION
For information on Sysco’s Benefits, please visit https://SyscoBenefits.com
OVERVIEW
Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.
We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.
AFFIRMATIVE ACTION STATEMENT
Applicants must be currently authorized to work in the United States.
We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.
This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.
