Director of Technical Services

UNFI; Providence (RI); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

401K Program

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Short-term Disability

Long-term Disability

Flexible Spending Account

Health Savings Account

Paid Time Off

Sick Time

Parental Leave

Paid Holidays

Job summary

UNFI is seeking a Director of Technical Service to lead IT service management and hardware deployment across the organization. You will ensure end-user support, drive scalable deployment processes, and partner with cross-functional teams to maintain service quality.

The role requires 10+ years in IT service management and 5+ years in leadership, with ITIL expertise and strong vendor governance. Remote work is available with potential office visits as needed.

Qualifications

• Experience in IT service management leadership across infrastructure and deployments.
• Strong ITIL knowledge with proven delivery of service and change processes.
• Ability to govern vendors and manage SLAs/KPIs.

Responsibilities

• Oversees service management operations and hardware deployment workstreams with SLA/KPI adherence.
• Develops repeatable processes and dashboards in collaboration with partners and stakeholders.
• Sets and audits vendor SLAs; partners with account leaders on service quality.
• Delivers dashboards/reports on service desk performance and deployment success.
• Leads automation and best-practice initiatives across the service org.
• Collaborates with technology leaders to raise operational excellence.

Skills

ITIL

ServiceNow

Incident mgmt

Change mgmt

Vendor mgmt

Leadership

Project mgmt

Agile

Analytics

Communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Remedy

Job description

Job Overview

The Director of Technical Service is responsible for leading the technical operations services within the infrastructure function. This role is responsible for leading the technology service management operations and hardware deployment initiatives across the organization. This role ensures seamless end-user support through the IT Service Management team while driving efficient, standardized and scalable deployment processes.

Job Responsibilities

• Oversees service management operations and hardware deployment workstreams, ensuring timely resolution of incidents, request, and successful deployments all within established SLAs and KPIs
• Create and implements repeatable processes, documentation and frameworks for service operations teams, that work in collaboration with external service partners, infrastructure and cross-functional stakeholders
• Establish and enforce SLA and KPIs for existing and new vendors, conduct performance audits and partner with account leaders to maintain service quality
• Develop, implement and maintain dashboards and reports to track service desk performance, deployment success rates, and vendor compliance and execution, including presenting to senior leadership
• Provide leadership to simplify and automate where best practices and processes are present and ensure emerging technologies are considered to enhance efficiencies
• Partner with other technology leaders to deploy service management operational excellence across the organization
• Performs other duties as assigned

Job Requirements

Education / Certifications:

• bachelor's degree in information technology, computer science, business administration or related field

Experience:

• 10+ years of IT service management experience, infrastructure, or related roles
• 5+ years of leadership roles in managing IT Helpdesks/service management, including deployment team experience
• Proven experience in vendor management and SLA development that includes managing contract and compliance
• Strong background in ITIL (Infra Library) framework and service delivery best practice, included change management, incident management, and service delivery

Knowledge / Skills / Abilities:

• Advanced leadership skills, including project management and leading across organizational lines that creates a culture of accountability and collaboration
• Strong process improvement skills and aptitude for creating efficiencies
• Expertise in ITSM tools (e.g ServiceNow, Remedy, etc)
• Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translating them into operational requirements.
• Knowledge in Agile Methodology
• Excellent verbal and written communication skills for stakeholder engagement
• Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

Work Environment

Remote Role

This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.

UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. All qualified applicants will receive equal consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, or other protected ground. Accommodation is available upon request for candidates taking part in all aspects of the job selection process. - M/F/Veteran/Disability. VEVRAA Federal Contractor.

Compensation

UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state and local laws.

Benefits

For Washington positions (or positions that may be performed remotely from Washington), https://www.unfi.com/jobs-more-info-wa.html for Washington-specific paid time off details.

Candidates hired into this position will also be eligible to participate in the following benefits programs: Paid Time Off; Sick Time; paid holidays and parental leave; 401K Program; medical, dental, vision, life, and accidental death/dismemberment insurance; short-term and long-term disability insurance program, Flexible Spending Account and/or Health Savings Account, subject to meeting the eligibility requirements and the terms and conditions of these programs, and subject to any requirements under applicable collective bargaining agreements.

UNFI’s compensation, benefits, and paid time off policies are subject to change in the Company’s sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.