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IT Service Manager

At Hilmar Cheese Company we improve lives around the world. Committed to innovation and sustainability, Hilmar Cheese Company, and our division, Hilmar Ingredients, serves customers in more than 50 countries. State-of-the art production facilities in California and Texas convert an abundance of high-quality milk into a variety of nutritious cheeses, whey protein and lactose.

A Typical Day

The role of IT Services Manager facilitates improved IT services for the business through the development and implementation of necessary monitoring and action plans. It entails setting and enforcing standards for IT practices and end to end operations management. To perform the role, the IT Services Manager will be responsible for IT vendors’ management when those vendors are including into the support escalation process.


The IT Services Manager also organize meetings to discuss IT service operations as well as take decisions on strategies effective for improved performances.


The IT services manager role also involves designing projects aimed at improving IT processes, systems and operations.


The IT Services Manager role ensures the adoption of ITIL processes with the company and ensures the organization follows key performance indicators related to IT Operations and is focused on root causes resolution through problem and change management processes.

Job Responsibilities

  • Sets and enforces policies/procedures for IT support operations
  • Directly manages the 1st level of IT Support (applications and infrastructure)
  • Oversees the delivery of the IT services following KPIs monitoring
  • Directs the operations of IT service representatives to ensure effective performance of job duties
  • Ensures the availability of required hardware, software, and other tools necessary for the delivery of high quality IT services
  • Communicates with business and IT leaders in case of incidents escalation
  • Ensures maintenance of the IT Service Recovery and Business Continuity Plan for IT
  • Manages the performance of IT vendors when they are directly involved in the overall IT services delivery to the business
  • Provides recommendations to management on appropriate action plans for improved services
  • Ensures the security and integrity of IT information database (assets, incidents…)
  • Performs detailed analyses to identify patterns of incidents and remediate through root cause identification & correction

What You Will Need

  • Bachelor’s degree in computer science or related field plus 7 years related experience, OR Master’s degree plus 3 years related experience.
  • ITIL certifications
  • Management Skills
  • Strong analytical skills,
  • Teamwork and problem-solving skills.
  • Strong leadership skills.
  • Good written and verbal communication skills.
  • Strong attention to details and technicalities.
  • Excellent organizational and technical skills.
  • Good interpersonal and multi-tasking skills.

What Will Put You Ahead

  • Bachelor’s degree in computer science or related field plus 10 years related experience OR Master’s degree plus 5 years related experience.

Physical Demands & Work Environment

The work is primarily performed in an office environment and the physical demands are characteristic of a mostly sedentary role.  Specific details of the essential functions of the position is available in the Job Safety Analysis, made available on request.

Food safety is a companywide responsibility and each employee must know their role in the manufacture and distribution of safe, wholesome, and high quality products.


This description is a general statement and does not include other duties as assigned

Hilmar Cheese Company, Inc. is an Equal Opportunity Employer/EEO. We participate in E-Verify.

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Nearest Major Market: Merced