Director IT Service Delivery

Description

We are looking for an experienced Director IT Service Delivery to lead enterprise support operations for a large retail organization in Burlington, New Jersey. This role will oversee service delivery strategy, end-user support performance, and operational excellence across a complex, multi-location environment. The ideal candidate brings deep leadership experience in large-scale IT operations, a strong command of service management practices, and the ability to drive reliable support outcomes in a fast-moving business setting.

Responsibilities:
Lead IT service delivery operations across distributed locations, ensuring consistent support quality, strong responsiveness, and dependable end-user service.
Direct service desk, command center, and 24/7 operational teams while building clear processes, accountability, and performance expectations.
Act as the senior escalation point during critical incidents, coordinating rapid response efforts to restore services and reduce business disruption.
Shape and improve service management practices covering incidents, problems, changes, and service requests to strengthen operational maturity.
Oversee the ServiceNow platform roadmap as a business and operational owner, partnering with technical teams to deliver enhancements and improve workflow effectiveness.
Manage external service providers, offshore teams, and strategic partners to meet service levels, maintain delivery commitments, and support business objectives.
Establish and monitor KPIs, dashboards, and service metrics to identify trends, improve performance, and support continuous process refinement.
Partner with business leaders and internal technology teams to align operational support strategies with company priorities, including readiness planning for peak retail periods and change blackout windows.

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related discipline.
At least 15 years of experience working in complex, enterprise-scale IT environments.
8+ years of experience in IT operations, service delivery, or closely related functions, including 5+ years leading teams.
Strong knowledge of IT service management frameworks and demonstrated success applying incident, problem, change, and request processes.
Experience leading service desk and support teams across multiple sites, including hands-on oversight of around-the-clock operations.
Proven ability to manage major incidents, lead cross-functional teams, and make sound decisions in high-pressure environments.
Experience working with ServiceNow as a platform owner or product leader, including collaboration with development teams on enterprise enhancements.
ITIL certification required; background supporting large retail environments, MSP oversight, and vendor SLA management is highly valued.

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