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Problem Manager - Digital Operation Center Lead


Brentwood, TN, US, 37027

Delek US Holdings, Inc. is a diversified downstream energy company with assets in petroleum refining, logistics, renewable fuels and convenience store retailing.  The refining assets consist of refineries operated in Tyler and Big Spring, Texas, El Dorado, Arkansas and Krotz Springs, Louisiana with a combined nameplate crude throughput capacity of 302,000 barrels per day.


The logistics operations primarily consist of Delek Logistics Partners, LP.  Delek US Holdings, Inc.and its affiliates own approximately 63% (including the 2 percent general partner interest) of Delek Logistics Partners, LP.  Delek Logistics Partners, LP (NYSE:DKL) is a growth-oriented master limited partnership focused on owning and operating midstream energy infrastructure assets.


The convenience store retail business is the largest 7-Eleven licensee in the United States and operates approximately 300 convenience stores in central and west Texas and New Mexico.

Position Summary 

The Problem Manager is responsible for the management of both reactive root-cause analysis and proactive trend analysis within IT.  Management of the Major Incident Management (MIM) process and ensure adherence of the process and escalation requirements within the various support and delivery areas. This person will be responsible for the day to day activities related to the Delek Digital Operations Center (DOC).


Key Responsibilities (% of Time)


  1. Problem Management: manage Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards; co-ordinate Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems. (40%)
  2. Major Incident Management: co-ordinate with Service Desk in the identification of Major Incidents; manage Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards; coordinate Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents. (15%)
  3. Post Mortem Reviews: call and chair Post Mortem Review meetings following Major Incidents; issue a written Post Mortem report to IT management; ensure Post Mortem actions are completed in a timely manner. (20%)
  4. Trend Analysis: produce trends analysis of recurring Problems/Incidents - extract trends on Incident types, Customer types, key problem areas, depts, hardware types etc; hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved. (15%)
  5. Customer Interface: delivering & managing high standard communications across Customers and IT to ensure that Problems are dealt with by priority and customer needs, providing regular communications to Customers across the organization; provide a practical representation of the Customer view within IT and the Service Centre; attend Customer meetings, review SLA performance, take part in new projects and represent the Service Centre viewpoint & input;. (10%)






  • BA/BS from four-year College/University or equivalent business/technical experience.
  • Demonstrated ability to effectively lead, direct and influence teams or projects including interaction with upper management.
  • Demonstrable customer management / service skills
  • Experience of working within a busy first level service desk environment in a problem manager role
  • Very good understanding and awareness of the ITIL Problem management process and procedures
  • Strong individual with the ability to communicate and negotiate at all levels. 
  • Good organizational skills plus the ability to motivate people across the organization to provides solutions
  • Decision maker with an operational outlook
  • Experience of working in a large organization
  • Good interpersonal, communication and presentation skills

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer/Disabled/Veterans.


It’s an exciting time to join Delek. We’re on a mission to attract, retain, and engage the best and brightest talent – those who are great team players and leaders who make it their first priority to serve. 

  • We are performance driven
  • We value a passion for excellence
  • We value teamwork
  • We value and reward hard work and dedication

Delek US offers the opportunity to provide you with more than a job – we want to help you build a career. 

Since our inception, our ability to hire the right people for the job has served us well, resulting in an impressive record of consistent growth and profitability. With more than 3,500 employees in nine states, we have brought together a diverse team of professionals passionate about investing their time and expertise in one of the most dynamic downstream energy companies in the market today. 

Welcome to Delek US Holdings







Nearest Major Market: Nashville

Job Segment: Manager, Service Desk, Management, Customer Service, Retail