Job Application for Director, IT Service Delivery at Green Thumb

The Role

Green Thumb is looking for a Director of IT Service Delivery to play a vital role on our growing technology team. The primary responsibility will be to proactively own the relationship between the Service Delivery team and the Retail, Production, and Corporate arms of the business through a regionally located staff. You will also be responsible for partnering with various business units to deliver IT-related projects for our corporate and field locations. The Director of IT Service Delivery will ensure timeliness and quality of support, assist with technical project management and strategy, be an escalation point, and look for opportunities to improve the business. We are a fast-paced company in the process of scaling, and the Director, IT Service Delivery will be expected to work quickly and effectively while balancing multiple priorities and providing technical assistance to the Green Thumb with a customer-service mentality.

Responsibilities

Oversee the seamless delivery of enterprise delivery and support through the building of a high-performing IT service delivery team that includes Service Desk and Field Services.
Manage the IT Service Delivery process by ensuring high-quality technical support, aligning technology initiatives with business objectives, and providing leadership to the IT Service Delivery Team.
Establish and monitor Service Level Agreements (SLAs) and metrics to measure Service Desk and Field services performance, including response, resolution, and customer satisfaction.
Provide disciplined leadership and strategic communication to the internal Service Delivery team, including the Service Desk and Field Services support teams.
Act as a gatekeeper and escalation point between employees, the internal Technology team , and the organization's retail, production, and corporate arms.
Maintain documentation via a Knowledgebase within the ITSM platform (Freshservice) to enable streamlined and effective service delivery and support.
Work to establish an ITSM/ITIL approach to managing our IT operations by implementing and configuring the ITSM platform (Freshservice).
Establish and oversee the change control process through the ITSM platform.
Act as the first point of contact for Executive and Senior leadership team members on IT or Service Delivery issues.
Source all IT equipment, including negotiation of purchases and contracts totaling $1 million and partnering with Corporate Procurement
Identify areas for automation to streamline processes, increase efficiency, and reduce IT service delivery costs.
Sync activities and share experience with a diverse team across the organization's IT operations landscape. 
Provide insight to business partners and colleagues on strategic prioritization of IT services based on organizational strategy and internal client issues.
Supports IT communications with internal clients and leverages principles of change management.
Some travel required.

Qualifications

Bachelor’s degree in a related field preferred
10+ years of experience in progressive enterprise IT function with a focus on help desk
6+ years in a supervisory or management role
4+ years of operating with IT governance framework compliant with Sarbanes Oxley 
Proven background in supporting enterprise-scale infrastructure, technologies and applications 
Verifiable experience in ITSM, ITIL, change control, and process improvement
Understand IT fundamentals including Active Directory, Office365, Virtualization, Networking, Telephony 
Strong project management experience in application rollouts, network remediation, and facility openings
Strong understanding of IT Service Management principles, frameworks, and best practices.
Highly motivated, self-directed, innovative, and able to work independently or among teams with keen judgment, common sense, and resourcefulness. 
Adapts and thrives in a demanding, start-up, fast-paced environment 
Operates with a high level of professionalism and integrity, including dealing with confidential information 
Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb 
Highly motivated, self-directed, innovative, and able to work independently or among teams with keen judgment, common sense, and resourcefulness
Adapts and thrives in a demanding, fast-paced environment
Possesses a high level of critical thinking
Operates with a high level of professionalism and integrity, including dealing with confidential information
Must understand and comply with the rules, regulations, policies, and procedures of Green Thumb
Must have a solid understanding of the Cannabis laws, rules, and regulations and a passion to further their experience and knowledge of the industry and the laws.

Additional Requirements

Must pass any and all required background checks
Must be and remain compliant with all legal or company regulations for working in the industry
Must be a minimum of 21 years of age

#LI-HYBRID

The pay range is competitive and based on experience, qualifications, and/or location of the role. Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.

Green Thumb Pay Range

$160,000 - $175,000 USD

First Name

Last Name

Phone

Location (City)

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

What are your compensation expectations for this role?

Are you a former Green Thumb Industries (GTI) or RISE Dispensary employee who has been on the GTI payroll or has been employed by a GTI managed/affiliated business?

Select...

Internal candidates: please use the internal career site to submit your application.

How did you hear about this position?

Select...

If you were referred by a current Green Thumb employee, please specify the full name of the person who referred you below.

Please enter only one name.

Do you have any agreements from a prior employer that prohibits or restricts you from working at Green Thumb?

Select...

At Green Thumb, we believe in the "and beyond" when it comes to our team. Tell us about a time you acted in the "and beyond" in your job.

Will you require Visa sponsorship now or in the future?

Select...

Are you authorized to work in the United States?

Select...

Please confirm you are over 21 years of age.

Select...

Please review and respond to the following statement: By completing this application, I understand and represent: All information entered on this application or during the course of my employment is true and correct. Misrepresentation, omission, or concealment of information requested will be reason for dismissal if I am employed. Unless covered by a collective bargaining agreement, if I receive and accept an offer of employment, my employment is at-will.

Select...

Voluntary Demographic Questions

For government reporting purposes, we ask candidates to respond to the below race and gender self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Green Thumb’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

Although GTI is not a federal contractor and therefore, not under compliance mandates to report on the percentage of its workforce that is comprised of employees with disabilities or Veterans, we provide applicants and employees with a voluntary option to confidentially self-identify as a person with a disability or a Veteran as a part of our commitment to diversity and inclusion. Identifying yourself as a Veteran or individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past.

How would you describe your gender identity?

Select...

Are you Hispanic/Latino?

Select...

How would you describe your racial/ethnic background?

Select...

Do you have a disability or chronic condition (physical, visual, auditory, cognitive, mental, emotional, or other) that substantially limits one or more of your major life activities including mobility, communication (seeing, hearing, speaking), learning?

Select...

Are you a protected veteran or active member of the United States Armed Forces?

Select...

Director, IT Service Delivery

The Role

Responsibilities

Qualifications

Additional Requirements

Apply for this job

Voluntary Demographic Questions