IT Service Operations Manager (Hybrid Work Schedule)

Position at Parts Town

See What We're All About

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat - Apply Today!

Perks

• Parts Town Pride - check out our virtual tour and culture!
• Quarterly profit-sharing bonus
• Hybrid Work schedule
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Monthly IT stipend
• Casual dress code
• On-demand pay options: Access your pay as you earn it, to cover unexpected or even everyday expenses
• All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away - don't worry, we've got you covered.

The Job at a Glance

The IT Service Operations(ITSM) Manager is responsible for leading the design, implementation, and continuous improvement of IT service management processes across the organization. This role ensures IT services are delivered efficiently, reliably, and in alignment with business objectives through governance of ITIL-based practices including Incident, Problem, Change, Service Request, Asset, and Configuration Management.

The IT Service Operations Manager partners with Infrastructure, Applications, Cybersecurity, and Business stakeholders to improve service quality, operational stability, and end-user experience.

A Typical Day

• ITSM Process Ownership

• Own and govern core ITIL processes including incident management, problem management, change management, service request management, configuration management (CMDB), knowledge management

• Establish KPIs and SLAs for all IT services

• Drive adherence to service governance standards

• Service Delivery & Operational Excellence

• Monitor and improve service performance metrics (MTTR, SLA compliance, backlog trends)

• Lead root cause analysis for major incidents

• Chair Change Advisory Board (CAB)

• Reduce recurring incidents through structured problem management

• Optimize ticket workflows and automation

• Tooling & Platform Ownership

• Administer and optimize ITSM platform

• Improve self-service capabilities and knowledge base adoption

• Maintain accurate CMDB and asset lifecycle processes

• Drive reporting dashboards for leadership visibility

• Business Alignment

• Translate business requirements into service delivery models

• Partner with Operations, Ecommerce, Finance, and HR to ensure IT support meets operational needs

• Ensure service availability aligns with business-critical systems (ERP, WMS, eCommerce)

• Continuous Improvement

• Conduct service reviews with stakeholders

• Identify automation opportunities

• Lead service maturity assessments

• Drive ITIL best practice adoption

• Team Leadership

• Provide coaching and performance management

• Foster customer-centric service culture

To Land This Opportunity

• You have 5+ years in IT Service Management or IT Operations
• You have 3+ years in leadership or management role
• You obtain an ITIL v3 or ITIL 4 certification (required or strongly preferred)
• You obtain 5+ years of experience managing ITSM platforms
• You possess a strong understanding of IT infrastructure and application support models
• You have a bachelor's degree in information technology, Business, or related field

Bonus points if...

• You have experience in distribution or logistics environments
• You're familiar with ERP/WMS systems and have experience supporting multi-site operations
• You have experience with SLA governance and executive reporting

About Your Future Team

We are about working hard and playing hard. We are about having each others back, taking on responsibility and making things better for all. We are gritty, roll back your sleeves and get the job done with an inclusive, positive can-do attitude. We enjoy our social events, celebrating with food (of course) and celebrating our team members life's milestones and events.

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $107,025.53 to $159,882.50 annually which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay for performance-company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.