Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Director IT Service Delivery
Job
Robert Half
Burlington, VT (In Person)
Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
73
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job 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.