Director of IT Service Delivery

Burlington Helping Burlington

Director of IT Service Delivery responsible for ITSM processes, service delivery, and team performance. Overseeing IT operations supporting 1300+ retail locations while enhancing service quality and efficiency.

Posted 4/25/2026full-timeEdgewater Park • 🇺🇸 United StatesLead💰 $135,000 - $175,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Responsible for end-to-end IT Service Desk, L1/L2 support, managed service providers, and 24x7 offshore delivery teams in India and Mexico
Define and implement strategies to enhance service delivery and champion ITIL best practices
Own enterprise ITSM processes for Incident Management, Knowledge Management, and Service Request Fulfillment
Provide executive oversight for Major Incident and Problem Management
Establish and monitor service metrics, drive timely incident and problem resolution, and implement proactive measures to reduce service disruptions
Serve as the business and operational owner of the ServiceNow platform, responsible for ITSM process enablement, platform strategy, and roadmap prioritization
Build a high-performing team, foster collaboration, and leverage technology to streamline operations
Ensure availability and performance of store systems including POS, network connectivity, printers, and back-office systems
Partner with Store Operations to align support models with business needs
Lead a centralized IT Command Center for monitoring and rapid response to critical incidents
Manage service desk supporting multiple locations and define strategies to drive service management best practices

Requirements

What you’ll need

Bachelor’s degree in Information Technology, Computer Science, or related field
15+ years of experience in a large-scale IT environment
8+ years of experience in IT operations / Service Delivery or similar roles, with at least 5 years in a leadership capacity
Proven experience implementing and managing ITIL best practices, including Incident, Problem, Change and Service Request management
Demonstrated ability to lead and manage IT Service Desk and Service Delivery teams across multiple locations, ensuring superior end-user support and service quality
Demonstrated ability to operate as an escalation leader during high-severity, real-time business incidents
Experience defining strategies to optimize operational efficiency and align with business objectives
Proficiency in collaborating with vendors, partners, and internal stakeholders to manage SLAs, negotiate contracts and meet service delivery goals
Experience in establishing KPIs, analyzing performance metrics, and implementing continuous improvement initiatives for service management processes
Demonstrated experience as an owner or product lead for the ServiceNow platform, driving ITSM process maturity and operational outcomes
Experience partnering with development teams to deliver ServiceNow enhancements at enterprise or retail scale
Proven experience managing global MSPs and offshore delivery teams
Experience supporting large-scale retail environments (1000+ stores preferred)
Hands-on leadership of 24x7 operations, command centers, and service desks
Experience with retail peak readiness and blackout management
Excellent leadership, communication, and team management skills.
Experience with building and managing 24/7 operational teams.
Ability to manage multiple priorities in a fast-paced, dynamic environment.

Benefits

Comp & perks

medical, dental and vision coverage including life and disability insurance
paid time off
paid holidays
401(k) plan
flexible hours
associate discount
variety of training and development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ITILIncident ManagementProblem ManagementChange ManagementService Request ManagementServiceNowKPI establishmentperformance metrics analysiscontinuous improvementservice management processes

Soft Skills

leadershipcommunicationteam managementcollaborationoperational efficiencyescalation managementstrategic planningmulti-priority managementproblem resolutionservice quality

Certifications

Bachelor’s degree in Information TechnologyBachelor’s degree in Computer Science