Job Overview:

The Director of Technical Service is responsible for leading the technical operations services within the infrastructure function. This role is responsible for leading the technology service management operations and hardware deployment initiatives across the organization. This role ensures seamless end-user support through the IT Service Management team while driving efficient, standardized and scalable deployment processes.

Job Responsibilities:

·       Oversees service management operations and hardware deployment workstreams, ensuring timely resolution of incidents, request, and successful deployments all within established SLAs and KPIs

·       Create and implements repeatable processes, documentation and frameworks for service operations teams, that work in collaboration with external service partners, infrastructure and cross-functional stakeholders

·       Establish and enforce SLA and KPIs for existing and new vendors, conduct performance audits and partner with account leaders to maintain service quality

·       Develop, implement and maintain dashboards and reports to track service desk performance, deployment success rates, and vendor compliance and execution, including presenting to senior leadership

·       Provide leadership to simplify and automate where best practices and processes are present and ensure emerging technologies are considered to enhance efficiencies

·       Partner with other technology leaders to deploy service management operational excellence across the organization

Performs other duties as assigned.

Job Requirements:

Education/ Certifications:

·       bachelor's degree in information technology, computer science, business administration or related field

Experience:

·       10+ years of IT service management experience, infrastructure, or related roles

·       5+ years of leadership roles in managing IT Helpdesks/service management, including deployment team experience

·       Proven experience in vendor management and SLA development that includes managing contract and compliance

·       Strong background in ITIL (Infra Library) framework and service delivery best practice, included change management, incident management, and service delivery

Knowledge/Skills/ Abilities

·       Advanced leadership skills, including project management and leading across organizational lines that creates a culture of accountability and collaboration

·       Strong process improvement skills and aptitude for creating efficiencies

·       Expertise in ITSM tools (e.g ServiceNow, Remedy, etc)

·       Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translating them into operational requirements. 

·       Knowledge in Agile Methodology

·       Excellent verbal and written communication skills for stakeholder engagement

·       Good judgment is required for this position as there may be times when direct supervision may not be immediately available.

Work Environment:

Remote Role:

·       This position is classified as remote where the associate will perform remote work from their primary residence. Remote associates are welcome to work from the office but are not required to do so. While remote associates are not required to work from an office on a regular basis, they may be required to come to the office or other UNFI locations for necessary business reasons or if directed to do so by their manager.

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location