As Manager of IT Service Delivery/Service Management, you will be responsible for leading the IT Service Desk team to deliver efficient, high-quality end-user support services. This role ensures that incident management, request fulfillment, and service delivery processes align with business needs and industry best practices. You will focus on improving first-call resolution, user experience, automation, and overall service efficiency, while continuously working to optimize IT support operations.
Key responsibilities include overseeing Incident Management, Major Incident Management, Service Request Fulfillment, and Problem Management. The Manager will establish and monitor service metrics, ensure timely resolution of incidents and problems and implement proactive measures to minimize service disruptions.
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
Service Desk Leadership & Operations
24/7 Major Incident Management: Ensure seamless coordination between on-site and remote teams during critical periods.Lead, mentor, and manage the IT Service Desk team to provide 24/7 IT support across corporate, distribution centers, and remote users.Ensure adherence to SLAs, KPIs, and customer satisfaction metrics to drive a high-performing support function.Develop and enforce incident, request, and problem management processes to improve service efficiency.Drive a shift-left strategy, enabling self-service, automation, and AI-driven support solutions.Act as an escalation point for major service desk issues, working closely with IT Operations and Service Management teams to resolve critical incidents.Responsible for managing service desk supporting multiple locationsDefine and implement a strategy to drive the adoption of service management and operational best practicesOwn continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis, metrics reporting, and regular engagement with stakeholdersAct as the escalation point for high-priority incidents, driving resolution and communication with stakeholders.Hire, train, develop and appraise IT Service Delivery staff effectively.
Process & Performance Improvement
Ensure timely resolution of incidents and service requests by streamlining workflows, implementing robust SLAs and leveraging ServiceNow to optimize service desk performance. 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. Identify gaps in IT service delivery and implement continuous improvement initiatives.Develop and maintain service reporting dashboards to track key metrics, trends, and improvement areas.Work with the Director of IT Service Management to define and enhance ITSM best practices, processes, and governance frameworks.Promote the use of self-service portals, knowledge bases, and AI-driven chatbots to improve user experience.Partner with IT Operations teams to enhance monitoring, proactive issue resolution, and automation for common service desk issues.
Stakeholder & Vendor Management
Collaborate with business stakeholders to understand IT service needs and drive service improvements.Work with IT vendors and partners to optimize service desk tools, technologies, and outsourced support functions.Ensure alignment between the Service Desk, Infrastructure, Application Support, and Security teams for seamless IT service delivery.
To Be Successful You Should Possess
8+ years of experience in IT Service Delivery, with at least 3+ years in a managerial role leading a Service Desk team. Strong understanding of ITSM frameworks (ITIL), Service Desk operations, and incident/request management processes. Experience working with ServiceNow or other ITSM tools to manage service requests, incidents, and reporting. Proven track record of improving IT support efficiency, customer experience, and automation. Strong analytical and problem-solving skills with the ability to drive process improvements and efficiency. Experience managing KPIs, SLAs, and performance metrics for IT support teams. Excellent communication and stakeholder management skills, with the ability to influence across IT and business teams. Experience leading and developing high-performance teams, with a focus on employee engagement and professional growth.Experience with building and managing 24/7 Global Support 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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