Remote Director, IT Service Delivery & Operations

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

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.