IT Service Delivery Manager – 24/7 Ops & ITIL Leader

Boscov's Department Store, LLC; Reading (Berks County); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Short term disability

Long term disability

Job summary

Boscov's Department Store, LLC is seeking a Manager, IT Service Management to lead 24/7 IT operations and ensure reliable service delivery across stores, offices, and distribution. You will champion ITIL practices, manage an outsourced helpdesk, and drive Jira-based processes for incident, change, and asset management in a retail environment.

Lead Major Incident response, oversee CMDB activities with Device42, and develop dashboards to monitor service levels, incident trends, and improvement

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent professional experience.
• 5+ years in IT service management or IT operations with at least 2 years in leadership.
• ITIL Foundation certification required; ITIL Intermediate or higher preferred.
• Experience leading Major Incident response and change control processes.
• Advanced knowledge of ITSM tools such as Jira, ServiceNow, etc.
• Experience managing outsourced or third-party helpdesk providers.
• Familiarity with Device42 and CMDB practices.
• Knowledge of business continuity and disaster recovery planning for IT systems.
• Strong communication to lead cross-functional teams under pressure.
• Willingness to support a 24/7 operational environment including on-call rotation.

Responsibilities

• IT Operations (24/7): Oversee round-the-clock IT operations to ensure continuous availability, monitoring, and rapid response.
• Helpdesk & Vendor Management: Own the relationship with the Helpdesk provider and other providers, ensuring SLA compliance.
• Incident & Problem Management: Lead Major Incidents and drive root-cause analysis to prevent recurrence.
• Change Management: Run change control process and chair CAB reviews with minimal risk.
• Service Request Management: Ensure service requests are updated and closed within SLA.
• Asset Management: Maintain IT asset records using Device42 and ensure audit readiness.
• ITIL & IT Service Management: Promote ITIL practices via Jira Service Management.
• Business Recovery: Maintain and exercise IT service recovery plans for quick restoration.
• Operational Metrics: Develop dashboards and reports for service levels and incidents.
• Procedures & Runbooks: Maintain runbooks, escalation paths, templates, and knowledge articles.
• Enterprise Job Scheduling: Ensure timely batch processing and data integrations with high availability.
• Cross-functional Collaboration: Align IT services with store ops, security, and business teams.

Skills

ITSM

Leadership

Incident management

Change management

Vendor management

Jira

ServiceNow

CMDB

Asset management

Communication

On-call rotation

Education

Bachelor's degree or equivalent

Tools

Jira

ServiceNow

Device42

Job description

Boscov's Department Store, LLC is seeking a Manager, IT Service Management to lead 24/7 IT operations and ensure reliable service delivery across stores, offices, and distribution. You will champion ITIL practices, manage an outsourced helpdesk, and drive Jira-based processes for incident, change, and asset management in a retail environment.

Lead Major Incident response, oversee CMDB activities with Device42, and develop dashboards to monitor service levels, incident trends, and improvement