As Director of IT Service Delivery/Service Management, which is a pivotal leadership role, you will be responsible for overseeing IT Service Desk operations across multiple locations.

You 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 overseeing Incident Management, Major Incident Management, Service Request Fulfillment, and Problem Management. You will establish and monitor service metrics, ensure timely resolution of incidents and problems and implement proactive measures to minimize service disruptions.

Additionally, you will emphasize building a high-performing team, fostering collaboration, and leveraging technology to streamline operations and improve service efficiency.

The ideal candidate will possess strong leadership skills, a deep understanding of ITIL frameworks and a passion for driving Operational Excellence to meet and exceed stakeholder expectations.

A Day In The Life

Service Delivery

• Responsible for all aspects of Service Management
• Design, implement and lead a 24x7 follow the sun support model for all ITIL functions.
• Responsible for managing service desk supporting multiple locations
• Define and implement a strategy to drive the adoption of service management and operational best practices
• Own continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholders
• Work with business stakeholders and technology partners to define Service Management (Incident, Problem, Change, Service Catalog, Request management, SLAs, Governance, reporting, Knowledge Management, Asset, CMDB, IT comms), etc.
• Work with ITSM dev team to prioritize, plan and execute ServiceNow enhancements.
• Build robust problem Management practice, ensuring each major incident is analyzed and corrective and preventative activities are identified and followed through
• Recommend policies, standards, and framework for ITSM governance, and implement and maintain a process governance structure aligned to global standards
• Design and implement service policies and processes used to establish strong foundational practices while meeting business needs and compliance with risk and cost
• Act as the escalation point for high-priority incidents, driving resolution and communication with stakeholders.
• Hire, train, develop and appraise IT Service Delivery staff effectively.

24/7 Major Incident Management:

• Own the end-to-end process of major incident management, ensuring timely resolution and minimal impact on business operations.
• Ensure seamless coordination between on-site and remote teams during critical periods.

 Operational Excellence:

• Ensure timely resolution of incidents and service requests by streamlining workflows, implementing robust SLAs and leveraging ServiceNow to optimize service desk performance.
• Develop and refine processes to ensure consistent operational performance and continuous improvement.
• Establish KPIs and metrics to track the performance of operational functions, including system uptime, incident response times, and automation efficacy.
• Analyze service metrics and user feedback to identify areas for improvement, develop action plans, and implement solutions to enhance service quality and end-user satisfaction.

To Be Successful You Should Possess

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 8+ years of experience in IT operations / Service Delivery or similar roles, with at least 5 years in a leadership capacity.
• Proven experience implementing and managing ITIL best practices, including Incident, Problem, Change and Service Request management.
• Demonstrated ability to lead and manage IT Service Desk and Service Delivery teams across multiple locations, ensuring superior end-user support and service quality.
• Experience defining strategies to optimize operational efficiency and align with business objectives.
• Proficiency in collaborating with vendors, partners, and internal stakeholders to manage SLAs, negotiate contracts and meet service delivery goals.
• Experience in establishing KPIs, analyzing performance metrics, and implementing continuous improvement initiatives for service management processes.
• Excellent leadership, communication, and team management skills.
• Experience with building and managing 24/7 operational teams.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Come join our team. You’re going to like it here!

You will enjoy a competitive wage, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full time associates are also eligible for paid time off, paid holidays and a 401(k) plan.

We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity.

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