IT Service Delivery & Support Manager

WHO WE ARE We're Talking Rain Beverage Company, we create better-for-you beverages featuring great flavors and colors from natural sources. We live life in full flavor and believe the world should too. We create connections with every sip of our iconic Sparkling Ice, Sparkling Ice Caffeine, Sparkling Ice Energy, Popwell and MIXT.When it comes to success, we know we're only as strong as our team. That's why we're an equal-opportunity employer. We value diversity and practice inclusivity, hiring great people who enhance our company. Our Rain Makers are our most important asset. That's why we invest in them with that reflect just how much we value them. WHAT YOU'LL DO Our Technology team empowers Rain Makers to advance Talking Rain's connections through constant technology modernization, education, and security.As IT Operations Manager on Talking Rain's Technology Team, you'll have the opportunity to shape how our Rain Makers experience technology every day. You'll lead a talented support team and partner with key vendors to ensure systems run smoothly, incidents are resolved quickly, and service levels stay high. You'll also get to influence how we work - driving improvements, streamlining onboarding, and creating solutions that keep our teams connected and productive.Reports to: Senior Manager, Engineering & OperationsDirect Reports: IT Support AnalystsLocation: Onsite at our Preston, WA office 4+ days a week While we strive to offer flexibility, this role also requires it. There may be times when you're expected to come onsite outside your typical in-office days to support special projects, team events, or other business needs. Annual Bonus Potential: 13% - Eligibility is based on the company hitting annual financial targets.Base Salary: $115,000 - $152,000 (depending on experience) Note : New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market. Lead and develop the Service Desk team through hiring, coaching, performance management, and agile practices that build a culture of trust, accountability, and high performance. Provide senior-level escalation support, ensuring complex issues are resolved quickly and effectively when required. Lead IT strategy and service improvement initiatives by developing roadmaps for service improvements aligned with organizational objectives, while collaborating with cross-functional teams and leadership to ensure business goals are met. Manage and mature the incident response program, overseeing detailed problem identification, root cause analysis (RCA), remediation, and communication plans from detection through resolution. Oversee IT Service Management (ITSM) processes and tools, including ticketing systems, SLAs, and knowledge base documentation. Ensure prompt and professional resolution of customer requests in alignment with company and technology standards, while leveraging feedback mechanisms to continuously measure and enhance end-user satisfaction. Manage financial planning and resources, including budgeting, allocation, cost forecasting, and procurement of tools and services. Build and maintain vendor and partner relationships, establishing and monitoring SLAs while managing negotiations, performance reviews, and contract renewals beyond standard agreements. Coordinate service reviews and infrastructure changes with product owners, business contacts, and engineers to ensure controlled planning and minimize unplanned production impacts. Analyze and report on support metrics-such as ticket volume, response times, resolution rates, and customer feedback-to identify and implement improvements in processes, tools, and automation, while staying current on emerging technologies to enhance efficiency, security, and competitiveness. Oversee and automate device and account lifecycle management, including provisioning, configuration, onboarding/offboarding, and user account changes for systems such as Office 365 and remote access, while ensuring accurate, up-to-date inventory of all equipment and software. Complete other responsibilities as assigned.We create connections with every sip. And we've found a lot of value in in-person connections! As a young, fast-growing company, we're still creating and refining the systems that will fuel our future growth. Onsite presence is beyond collaboration, and here is why onsite presence matters: Speeds decision-making - Having the right people in the same room means questions get answered and roadblocks get cleared instantly, which is critical when building for scale and aligning priorities across operations, management and the end users (our internal customers). Enables richer, faster feedback loops - Real-time observation and discussion with Rain Makers across departmentshelp us spot gaps, adapt processes, and improve outcomes immediately. WHAT YOU BRING 5-8 years of IT service management and operations experience, including proven tenure as a Senior IT Support Engineer in a mid-to-large enterprise. Bachelor's degree in IT Management, Business, Computer Science, Engineering, or equivalent professional experience. ITIL Service Manager certification preferred. Certifications such as A+, MCP, Six Sigma Green Belt, or TQM considered a plus. Strong background in IT services, with a focus on ITIL service design and operations. Experience with agile methodologies. Experience managing external vendor relationships, services, and partnerships. Advanced knowledge of desktop support in mid-to-large enterprises. Proficiency in Microsoft Office suite (e.g., Outlook, Excel, PowerPoint), with strong skills in creating professional, on-brand presentations. Proficiency in IT Service Management (ITSM) tools like ServiceNow, Jira, or similar for ticketing, workflows, and reporting. Well-versed in cloud platforms (e.g., AWS, Azure, Google Cloud) and virtualization technologies. Ability to analyze metrics using tools like Excel advanced features, Power BI, or SQL for performance reporting and process improvements. Proven track record in leading IT projects, including budgeting, timelines, and stakeholder coordination. Ability to adapt to evolving technologies and a commitment to ongoing professional development. Exceptional analytical and documentation abilities. Ability to accommodate a flexible schedule, occasionally working evenings and weekends for special assignments. Rain Makers are people who are accountable , curious , and inclusive . We hold ourselves accountable and recognize room for growth while openly accepting feedback. We embrace change to deliver progressive results. Rain Makers don't wait for answers - we go find them. Curiosity is part of what makes us so successful. Sometimes we push back, productively challenging the status quo. We promote inclusivity . Valuing communication and respect, ensuring everyone has a seat at the table. We are an approachable bunch, building and fostering relationships with people of all backgrounds. WHAT WE OFFER Nothing makes a great job even better than throwing in a few perks, and we want to equip our Rain Makers with everything they need to maintain their health and well-being. That means things like Three Weeks of Vacation. And that's just to start! Spend some time with us, and you'll accrue an additional week every few years, depending on your exempt status! FMLA qualifying Rain Makers receive six weeks of paid parental leave. Parents get to spend time at home bonding with their new addition (whether it arrives by birth, fostering, or adoption). For birth mothers, additional time is provided for medical leave. Depending on the state in which you reside, additional time may also be available for parents who do not require medical leave. Flexibility Stipend. For eligible