Senior Director IT Service Delivery

Remington Hospitality; Dallas (TX); On-site; USD 108,000 - 132,000; Full time

Job summary

A leading hospitality management company based in Dallas is seeking a Senior Director of IT Service & Delivery. This role is essential in providing strategic leadership and operational oversight of enterprise IT service delivery across multiple business lines. The ideal candidate will have extensive experience in IT service management, including implementation of ITIL best practices, team leadership, and a strong focus on service quality and continuous improvement. This position calls for strong problem-solving skills and the ability to work with various stakeholders to align IT services with business needs.

Qualifications

• Proven experience in IT service management and service delivery.
• Experience in managing high-performing teams and service delivery organizations.
• Strong knowledge of ITIL best practices.

Responsibilities

• Lead enterprise IT service delivery across supported entities.
• Provide leadership and oversight of Help Desk and End-User Support.
• Establish and improve IT Service Management processes.

Skills

IT Service Management

Leadership

Troubleshooting

Communication

Performance Management

Vendor Management

Process Improvement

Education

Bachelor's degree in IT or related field

ITIL Certification

Job description

Position Overview

The Senior Director of IT Service & Delivery provides strategic leadership and operational oversight of enterprise IT service delivery across the Ashford Group of Companies, headquartered under Ashford Inc.

Responsibilities

Operating within a Shared Services model, this role is responsible for delivering scalable, consistent, and high-quality IT support services to multiple affiliated business lines, including:

• Remington Hospitality: An international hotel management company supporting a broad portfolio of hotel properties.
• Premier Design to Completion: A project management, procurement, interior design, and architecture services firm.
• Ashford Inc: An advisory platform providing asset management, investment management, and related services to the real estate and hospitality sectors.

This leader will establish, standardize, and continuously improve IT Service Management processes, governance frameworks, and performance standards to support diverse operational environments, including corporate offices, field locations, and hotel properties. The Senior Director will play a critical role in advancing organizational IT service maturity by implementing structured processes, service level management, automation, and continuous improvement initiatives.

Key Responsibilities

• Lead enterprise IT Service Delivery across all entities supported by Shared Services, ensuring consistent, scalable, and high-quality support for corporate offices and hotel property operations.
• Provide strategic leadership and operational oversight of the Help Desk and End-User Support teams, including staffing, performance management, escalation procedures, and service quality standards.
• Establish, implement, and continuously improve IT Service Management processes, including Incident, Request, Problem, Change, Knowledge, and Service Level Management, aligned with ITIL best practices.
• Develop and enforce service level agreements, operational standards, and key performance metrics to ensure accountability, transparency, and continuous improvement.
• Advance organizational IT service maturity by implementing structured governance, documentation standards, automation initiatives, and repeatable support processes.
• Partner with business leaders across hotel operations, development and architecture, and corporate functions to ensure service delivery aligns with operational and business needs.
• Oversee the IT service management platform, ensuring proper ticket tracking, reporting, knowledge management, and performance visibility.
• Develop and deliver executive-level reporting and dashboards to the EVP of Technology and senior leadership, highlighting service performance, trends, risks, and improvement initiatives.
• Support offboarding and onboarding of new properties, acquisitions, and business initiatives by ensuring service readiness, support models, and operational alignment.
• Manage third-party vendors and service providers, ensuring performance aligns with established service standards and contractual expectations.
• Build, develop, and lead a high-performing service delivery organization, fostering a culture of accountability, service excellence, and continuous improvement.
• Drive operational efficiency by identifying trends, reducing recurring issues, and implementing proactive service improvements and automation.