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Sr IT Service Management Process Specialist

Date:  May 2, 2021

Milwaukee, WI, US

Requisition ID: 14296 

A Career in Beer:  


Our purpose at the Molson Coors Beverage Company is to delight the world’s beer drinkers. We are the world’s family brewer, brewing and selling our beer for over 350 years around the world.  We’re Talent Brewers - we believe in our brands and our people; we believe that a truly inspiring and diverse place to work is a must.  We want you to join our team of passionate self-starters who believe the world is full of untapped opportunities. So, if you get fired up about making a real difference as part of a winning team like we do, we want to hear from you.


The Headlines:  


In the role of Sr IT Service Mgt Process Specialist working in Milwaukee, WI you will be part of the North America IT team focusing on ITIL Incident and Problem Management processes ensuring efficient and effective operational governance across MCBC and all IT Service Providers.  It includes overseeing and measuring how the MCBC internal resources and external IT Service Providers execute the standard management processes, ensuring the processes remains fit for purpose, and their execution delivers the desired outcomes.


The Responsibilities:


  • Accountable for the overall quality, effectiveness, and adherence of the ITIL Incident and Problem Management processes in Molson Coors.  Coordinate across IT and service providers the operations of the processes.  Oversee the management and execution of the process, drive compliance across multiple service providers with the procedures, policies, data, technologies, and tools associated with these processes. 
  • Coordinate IT Service Operations process or processes - Responsible for process reporting and analysis for a process or set of processes, monitoring current progress against agreed targets and service levels, follows up on process issues and progresses resolution of execution problems with all parties, drives resolution of all process issues via root cause identification, analyses process effectiveness and co-ordinates policy, procedure and process reviews.
  • Ensure Process Execution Quality - Coordinate across IT and service providers the operation of the process or processes, ensures policies and procedures operate effectively and efficiently, ensure prompt & accurate execution of the process or processes and process execution remains consistent with established standards.
  • Ensure Process Relevance and Effectiveness - Investigates execution of critical/complex processes, identifies execution issues and/or failures, ensures adherence to policies and procedures.  Identifies issues with execution of the process, reviewing the efficiency and effectiveness of the ITIL controls for each process.  Ensures the design of the processes remain fit for purpose and align with the business and follow industry best practices.
  • Leadership reporting and dashboards for Incident and Problem Management including trend analysis.


The Other Qualifications:


  • You have a Bachelor’s degree
  • You have ITIL Foundations Certification and a thorough understanding of IT Operations, Service Management and ITIL best practices.  ITIL Practitioner Certification preferred.
  • You have 4 to 6 plus years of experience in in defining, updating, deploying, and managing ITIL processes and related technology to support ITIL practices in global organizations
  • Preferred that you have at least 2 years experiencing working with multiple 3rd-party service providers in IT Service Operations
  • Preferred experience with DevSecOps methodology and delivery of services
  • Strong communication skills – both verbal and written
  • Your constant curiosity fosters an innovative style to create effective, efficient processes
  • You are confident and competent.  You are diplomatic, professional and exercise great judgement in developing and maintaining excellent business relationships within the business.

Work Perks You Need to Know About:  


  • As the world’s family brewer, we have the scale to make big things happen and still get to know  colleagues on a first name basis across the globe
  • We play our part to make a difference – from charitable donations to hitting the streets together to build parks – giving back to the community is part of our culture and who we are.
  • Access to cool brand clothing and swag, top events, beer allotment
  • Participation in our Total Rewards program with a competitive base salary, incentive plans, parental leave, health, dental and pension benefits
  • Work within a fast paced and innovative company, meeting passionate colleagues and partners with diverse backgrounds and experiences



At Molson Coors we seek diversity. Differing perspectives lead to challenging the expected, which keeps new ideas bubbling up. We’re an equal opportunity employer and invite applications from candidates from all backgrounds, race, color, religion, sex, sexual orientation, national origin, gender identity, age, disability, veteran status or any other characteristic. We take pride in celebrating our unique brew.

Nearest Major Market: Milwaukee