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Title:  Manager, IT Service Management (ITSM)

Requisition ID:  7761-159

Atlanta, GA, US, 30328

Category:  Information Technology
Travel:  No Travel Required
Pay Grade:  95


Reporting to the Director of Global Infrastructure Operations and Service Management, the Manager, ITSM will be responsible for operational and service management aspects of global technology infrastructure and end user computing services.  Supporting a high availability global operations environment in all GPI facilities is a critical responsibility of this role.


JOB FUNCTIONS: Job functions include, but are not limited to the following:


  • Standardize disparate ITSM platforms across the global landscape onto the GPI global ITSM platform and related environments.
  • Collaborate with IT and business personnel to maximize process efficiency and deploy new process elements related to workflows, approvals, and execution of activities within the GPI global ITSM platform and related environments.
  • Collaborate with IT engineering and operations teams to ensure proper deployment and monitoring of GPI IT security policies, including provisioning tools, workflows, and dashboards within the GPI global ITSM platform and related environments.
  • Provide ownership, administration, and governance of elements of the GPI global ITSM platform and related environments.
  • Provide support and training for both IT personnel and end users for the use of the GPI global ITSM platform and related environments.
  • Develop and maintain documentation and training materials around ITIL/ITSM policies, processes, and standards within knowledgebases and other collaboration mediums.
  • Adhere to GPI’s Change Management and Service Management procedures.
  • Adhere to GPI standards for the tools and technology used on premise as well as cloud to provide GPI consistent delivery of IT infrastructure and end user services.
  • Identify areas of improvement to improve service performance, stability, and costs.
  • Collaborate with engineering and service management teams to ensure operational acceptance of all new services and technology following ITIL methodologies
  • Adhere to Global Infrastructure Operations Standards, Policies and Procedures.
  • Lead in continuous improvement of the design and ongoing development of IT services and their associated technology and support processes across the user community.
  • Consolidate current workflows and identify areas of improvement in current processes.





  • Bachelor’s degree in Information Technology or related field, with ten years related experience or Associate degree with fifteen years related experience.
  • Experience in a 24/7 high-availability multi-site enterprise environment that includes application hosting, voice and data networks, security management, and information protection.
  • Successful track record of collaboration with teams that deliver on operational priorities.
  • Strong understanding of ITIL frameworks, governance policies and associated processes. ITIL certifications desirable.
  • Experience with IT Service Management and IT Operations Management within the Service Now platform.
  • Experience with Service Now Security Operations and Governance/Risk/Compliance modules preferred. Service Now certifications desirable.
  • Strong written and verbal communication skills across a broad range of personnel across all business functions. Experience in a manufacturing environment desirable.
  • Ability to work in a virtual global team environment across all time zones.

Required Experience

At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! We're one of the largest manufacturers of paperboard and paper-based packaging for some of the world's most recognized brands of food, beverage, foodservice, household, personal care and pet care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry's best to reward the talented people who make our company successful.

If this sounds like something you would like to be a part of, we'd love to hear from you. Learn more about us at www.graphicpkg.com.

Inspired Packaging. A World of Difference.

Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.

Nearest Major Market: Atlanta

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