**Position Overview**

The Director of IT Service Delivery/Service Management is a pivotal leadership role responsible for end-to-end IT Service Desk, L1/L2 support, managed service providers, and 24x7 offshore delivery teams in India and Mexico, supporting 1300+ retail stores, Distribution Centers, and corporate users across the U.S This individual will define and implement strategies to enhance service delivery and champion ITIL best practices, ensuring alignment with organizational goals. The role focusses on delivering exceptional customer experience and driving continuous improvement in IT service management processes. Key responsibilities include owning enterprise ITSM processes for Incident Management, Knowledge Management, and Service Request Fulfillment, while providing executive oversight for Major Incident and Problem Management. The Director establishes and monitors service metrics, drives timely incident and problem resolution, and implements proactive, data driven...