Director of IT Service Delivery

Position Overview

The Director of IT Service Delivery/Service Management is a pivotal leadership role responsible for end-to-end IT Service Desk, L1/L2 support, managed service providers, and 24x7 offshore delivery teams in India and Mexico, supporting 1300+ retail stores, Distribution Centers, and corporate users across the U.S. This individual will define and implement strategies to enhance service delivery and champion ITIL best practices, ensuring alignment with organizational goals.

The role focusses on delivering exceptional customer experience and driving continuous improvement in IT service management processes. Key responsibilities include owning enterprise ITSM processes for Incident Management, Knowledge Management, and Service Request Fulfillment, while providing executive oversight for Major Incident and Problem Management. The Director establishes and monitors service metrics, drives timely incident and problem resolution, and implements proactive, data‑driven measures to reduce service disruptions and improve operational stability.

The Director is the business and operational owner of the Service Now platform, responsible for ITSM process enablement, platform strategy, roadmap prioritization, and value realization. Additionally, the role will emphasize building a high‑performing team, fostering collaboration, and leveraging technology to streamline operations and improve service efficiency. The ideal candidate will possess strong leadership skills, a deep understanding of ITIL frameworks and a passion for driving Operational Excellence to meet and exceed stakeholder expectations.

• Ensure availability and performance of store systems including POS, store network connectivity, printers, handheld devices, and back‑office systems.
• Partner with Store Operations to align support models with business hours, peak periods, and retail calendar.
• Provide leadership support for escalations and drive communications to keep key stakeholders updated on incident resolution status.
• Direct accountability for L1 and L2 support operations, including triage, escalation, and resolution.
• Define and enforce escalation paths with L3, Applications, Infrastructure, and Network teams.
• Serve as the single point of accountability for store‑impacting outages.
• Operate and lead a centralized IT Command Center / War Room for proactive monitoring and rapid response to business‑critical incidents.

• Responsible for all aspects of Service Management.
• Design, implement and lead a 24x7 follow‑the‑sun support model for all ITIL functions.
• Responsible for managing service desk supporting multiple locations.
• Define and implement a strategy to drive the adoption of service management and operational best practices.
• Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders.
• Work with business stakeholders and technology partners to define Service Management (Incident, Problem, Change, Service Catalog, Request management, SLAs, Governance, reporting, Knowledge Management, Asset, CMDB, IT comms), etc.
• Work with ITSM dev team to prioritize, plan and execute Service Now enhancements.
• Help build robust Problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through.
• Recommend policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards.
• Design and implement service policies and processes used to establish strong foundational practices while meeting business needs and compliance with risk and cost.
• Act as the escalation point for high‑priority incidents, driving resolution and communication with stakeholders.
• Lead and govern Managed Service Providers (MSPs) delivering L1/L2 support.
• Own MSP SLAs, OLAs, KPIs, and financial governance.
• Drive vendor accountability, service improvement plans, and contract compliance.
• Lead transition and transformation of outsourced service delivery models.