Director of IT Service Delivery

• 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.

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