IT Service Delivery Leader, 24/7 Ops

Burlington Stores; Edgewater (NJ); Hybrid; USD 135,000 - 175,000; Full time

Benefits offered by this job

Competitive wages

Flexible hours

Associate discount

Medical, dental and vision coverage

Paid time off

Paid holidays

401(k) plan

Job summary

Burlington Stores is seeking a Director of IT Service Delivery to lead and optimize IT service management processes across our retail operations. This pivotal role requires extensive experience in IT operations, especially in implementing ITIL best practices to ensure service excellence. The successful candidate will manage service delivery teams, direct service desk operations, and serve as the product owner of the ServiceNow platform. Competitive salary of $135,000 - $175,000, along with flexible hours and benefits including medical coverage, paid time off, and a 401(k) plan.

Qualifications

• 15+ years of experience in a large-scale IT environment.
• 8+ years of experience in IT operations / Service Delivery or similar roles.
• Proven experience implementing and managing ITIL best practices.
• Demonstrated ability to lead and manage IT Service Desk teams.
• Experience supporting large-scale retail environments with over 1000 stores.

Responsibilities

• Own the IT Service Management processes for Incident Management, Knowledge Management, and Service Request Fulfillment.
• Establish and monitor service metrics and drive timely incident resolution.
• Design, implement and lead a 24x7 follow-the-sun support model.
• Act as a product owner for the ServiceNow platform.
• Develop and refine processes to enhance operational excellence.

Skills

ITIL Framework

Leadership

Communication

Analytical skills

ServiceNow expertise

Vendor management

Education

Bachelor’s degree in Information Technology or related field

Tools

ServiceNow

Job description

Burlington Stores is seeking a Director of IT Service Delivery to lead and optimize IT service management processes across our retail operations. This pivotal role requires extensive experience in IT operations, especially in implementing ITIL best practices to ensure service excellence. The successful candidate will manage service delivery teams, direct service desk operations, and serve as the product owner of the ServiceNow platform. Competitive salary of $135,000 - $175,000, along with flexible hours and benefits including medical coverage, paid time off, and a 401(k) plan.