Sr Mgr IT Services Mgmt Ops at CAVA in Washington, Washington DC

Job Description:

Company Profile:



At CAVA we make it deliciously simple to eat well and feel good every day. We are guided by a Mediterranean heritage that's been perfecting how to eat and live for four thousand years. We prioritize authenticity, curiosity and the pursuit of excellence in everything we do. We are working towards something big, together.



We foster a culture built on five core values:

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  Generosity First, Always: We lead with kindness. Our best work happens when we act in service of others.


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  Constant Curiosity: We are eager to learn, grow, and explore beyond the obvious.


• 
  Act with Agility: We welcome change; it's the only constant. We embrace, adjust, adapt.


• 
  Passion for Positivity: We greet each day with warmth and possibility.


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  Collective Ambition: We have high aspirations that are achieved when we work together with a shared purpose.

Sr. Manager IT Service Management & Operations:



We are seeking a dynamic and visionary Senior Manager to oversee our IT Service Management (ITSM) and IT Operations functions. The ideal candidate will be responsible for ensuring the efficient and effective delivery of IT services, managing IT operations, and driving continuous improvement initiatives. This role requires a strategic thinker with strong leadership abilities and a deep understanding of ITSM frameworks and IT operations best practices.



What You'll Do:

• Lead and mentor a team of IT professionals, fostering a culture of excellence and continuous improvement.


• Develop and implement a comprehensive, scalable IT Operations and Service Management strategy to support CAVA's growth objectives, and deliver a world-class customer experience.


• Build and execute a 3-5 year strategic roadmap to mature CAVA's IT Service Management and processes, including incident, problem, change, and service level management.


• Establish and lead an IT Operations Team to provide day-to-day to provide infrastructure, network, monitoring and application support.


• Champion continuous improvement initiatives across all IT Teams to elevate IT service delivery and operational efficiency by leveraging process optimization, monitoring, and automation.


• Stay current with industry trends and emerging technologies to ensure the organization remains competitive.


• Build and maintain strong relationships with internal and external stakeholders.


• Communicate effectively with business units to understand their IT needs and provide appropriate solutions.


• Manage vendor relationships and drive accountability to ensure all contractually agreed service level agreements are met.


• Partner with cross functional groups to identify and prioritize use cases for new and existing functionality, systems integration, and issue intake.


• Lead the creation and consistent delivery of an insightful monthly metrics reporting package that clearly communicates IT performance, identifies focus problem trends and coaching opportunities.


• Establish and lead a monthly service review cadence with IT Managers and Leadership to monitor adherence to ITSM standards and Service Level Objectives (SLO's). Identify areas for improvement and drive continuous improvement initiatives across the IT Department.


• Oversee the delivery of new functionality by gathering requirements from service owners and driving implementation in line with CAVA IT Standards and industry best practice.


• Act as an escalation point for critical client issues, communicate and manage communication with customers


• Partner with IT Managers to establish runbooks for all business critical applications with associated escalation procedures.


• Performs other duties as assigned to ensure effective operation of the department and the company


• Lead project initiatives, including planning, execution, and monitoring of assigned projects.


• Collaborate with cross-functional business teams to ensure project objectives are met.


• Lead teams to accomplish priorities and initiatives with the impact for the guest in mind


• Effectively communicate goals, priorities, and action items to direct reports; actively give feedback on progress updates


• Conduct impactful and meaningful DE&I conversations within team and organization


• Create opportunities for Team Members to grow in their roles and progress into higher roles in the organization


• Execute effective decision-making skills to led team to succeed


• Oversee innovative solutions proposed by direct reports


• Maintain emotional stability in stressful situations; lead by example for how our team should handle adversity


• Abide by policies and procedures that support the service mindset


• Manage timeline expectations within and across teams, deliver on our responsibilities accordingly


• Earn the trust of Team Members and Managers by consistently embracing CAVA's values


• Show discipline in bringing consistent performance, communication, and attitude to the job every day


• Actively contribute to your department in order to complete tasks and meet company goals


• Recognize the emotional stake each Team Member has in personal and organizational success of this business

The Qualifications:

• 10 years of experience in ITSM and IT Operations, with at least 5 years management experience leading high performing Service Desk and IT Operations teams.


• 7 successful years managing a ticketing system (such as Zendesk, Jira Service Management, or ServiceNOW) including a good working understanding of the Incident, Change, Problem, Configuration (CMDB), Hardware and Software Asset Management.


• Strong knowledge of ITSM frameworks (e.g., ITIL) and IT Operations best practices.


• Excellent leadership, communication, and interpersonal skills.


• Strong problem solving and analytical skills.


• Ability to think strategically and drive continuous improvement initiatives.


• Relentless focus on delivering a world-class customer experience through continuous service improvement, automation, process efficiency, and the streamlining of workflows to reduce friction, and drive consistent experiences.


• Strong verbal and written communication skills. Ability to communicate technical details to both technical and non-technical audiences and at all levels of the organization.


• Detail-oriented mindset, Self-directed and able to work with minimal supervision.


• Solid knowledge of office productivity and reporting applications including Outlook, Word, Excel, Power Point, PowerBI and Tableau.


• Experience working with NCR/Aloha or Par/Brink POS is a plus.


• Relevant certifications (e.g., ITIL, PMP, CISSP) are a plus.

Physical Requirements:

• Ability to maintain stationary position to be able to operate a computer and other office equipment


• Must be able to identify, analyze and assess details


• For certain positions, must be able to occasionally move or transport items up to 50 pounds


• Ability to communicate with others and exchange information accurately and effectively


• Constantly positions self and move about to support ordinary restaurant or food production support or office operations, as applicable


• Ability to work in a constant state of alertness and in a safe manner

What we offer:

• Competitive salary, plus bonus and long-term incentives*


• Early Wage Access!*


• Unlimited PTO, paid parental leave, plus paid opportunities to give back to the community


• Health, Dental, Vision, Telemedicine, Pet Insurance plus more!


• 401k enrollment with CAVA contribution


• Company-paid STD, LTD, Life and AD&D coverage for salaried positions*


• Free CAVA food


• Casual work environment


• The opportunity to be on the ground floor of a rapidly growing brand


• All exempt and non-exempt employees are eligible for benefits. Benefits are effective the 1st of the month following 30 days of service and you have until the day before the effective date to enroll. A new hire can enroll in our benefit program by selecting a link that is emailed directly to the new hire at their personal email address once hired


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  Please note that visa sponsorship is not available
  


• The compensation range posted includes total cash

*Indicates qualifying eligible positions only



CAVA - Joining "A culture, not a concept"



This job description is not intended to be a comprehensive list of all the duties and responsibilities of the position, and such duties and responsibilities may change without notice. As an equal opportunity employer, CAVA considers applicants for all positions without regard to race, color, sex, religion, national origin, disability, age, height, weight, marital status, sexual orientation, familial status, genetic information or any other characteristic or protected classes as defined by federal, state, or local law. Apply Now