Director of IT Service Delivery

Director Of It Service Delivery/Service Management

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 ServiceNow 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.

A Day In The Life

Retail & Store Operations Support

• 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.

Service Delivery

• 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 ServiceNow 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

ServiceNow Platform Ownership

• Serve as the Product Owner for the ServiceNow platform, accountable for overall platform health, adoption, scalability, and business value
• Own the ServiceNow ITSM roadmap, aligning enhancements to operational priorities, retail needs, and enterprise IT strategy
• Partner with ITSM development teams and vendors to prioritize platform upgrades, plan, and deliver enhancements
• Ensure ServiceNow effectively supports Incident, Problem, Change, Request, Knowledge, CMDB, Asset, and Major Incident workflows
• Drive data quality, reporting accuracy, and dashboarding to support executive metrics, MSP performance, and operational insights
• Utilize ServiceNow as the system of record for MSP performance, including SLAs, OLAs, vendor scorecards, escalations, and service improvement plans

Release & Patch Management

• Own operational execution of patching, releases, and deployments impacting stores
• Coordinate change windows aligned with retail blackout periods
• Partner with Application and Infrastructure teams to ensure safe, scalable deployments
• Ensure post-release validation and store readiness

Operational Excellence:

• Ensure timely resolution of incidents and service requests by streamlining workflows, implementing robust SLAs and leveraging ServiceNow to optimize service desk performance.
• Develop and refine processes to ensure consistent operational performance and continuous improvement.
• Establish KPIs and metrics to track the performance of operational functions, including system uptime, incident response times, and automation efficacy.
• Analyze service metrics and user feedback to identify areas for improvement, develop action plans, and implement solutions to enhance service quality and end-user satisfaction.
• Leverage ServiceNow to drive automation, self-service, and proactive incident reduction across stores and corporate users
• Use ServiceNow analytics and reporting to track SLA compliance, store uptime, MSP performance, and continuous improvement initiatives
• Integrate ServiceNow with IT MSP managed monitoring tools to drive event correlation

Team Leadership:

• Hire, train, develop and appraise IT Service Delivery staff effectively.
• Lead a team of IT Service Desk support personnel, providing direction and ensuring 24/7 coverage
• Foster a culture of continuous learning, training & development within the operations team.
• Drive automation initiatives for reducing call volume and incident volume and increase operational efficiency.
• Provide strong leadership support to coach and guide associates to deliver on Burlington's objectives.

You'll Come With

• 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.

Skills and Abilities:

• Proven ability to lead cross-functional teams.
• In-depth knowledge of ITIL Framework
• Exceptional Communication skills
• Strategic thinking and process improvement
• Strong analytical and problem-solving abilities.
• Experience in leading multidisciplined, high-performing work teams/groups.
• Ability to effectively