Job Overview:

The Sr Director IT End User Services role is responsible for leading teams to deliver a best-in-class end user experience across the enterprise. This role provides strategic and operational leadership for the Service management and deployment teams, distribution center (DC) Site Support, workplace technology and other services.

Job Responsibilities:

Core Responsibilities

• Define and lead the enterprise strategy for End User Services and deployments, ensuring high availability, performance, and customer satisfaction across all user-facing technology services

• Owns the end-to end delivery service model for operation support and ensures consistent service levels across multiple locations

• Provide executive oversight for Distribution Center Site Support, ensuring technology stability in high-availability, operationally critical environments

• Ensures an environment of continuous improvement and practices align to incident, problem, change, request, asset, and knowledge management

• Drive standardization across hardware, software, and endpoint configurations to improve security, cost efficiency, and user experience

• Partner with security teams to ensure compliance with endpoint security, identity, access management, and data protection policies

• Lead multi-tier Service Desk operations (internal and/or outsourced), support through clear SLAs, KPIs, and customer experience metric

Additional Responsibilities

• Lead, mentor, and develop high-performing managers and teams, fostering a culture of accountability, continuous improvement, and customer-centricity

• Build succession plans, capability roadmaps, and talent strategies aligned to business needs
   

• Performs other duties as assigned.

  Job Requirements:
   

  Education/ Certifications:

  
   

• Bachelor’s degree in management information systems, computer science, or a related discipline is required

  Experience:
   

• 12+ years of relevant technical and leadership experience, including vendor management, service management and change deployments

• 5+ years of direct leadership and people leadership experience including mentoring, coaching, development, and leading large cross-functional teams or programs

• Experience directly collaborating with IT, data, compliance, and other internal teams to delivery results

• Experience in endpoint platform and device life cycle management

• Experience working in the Microsoft 365 ecosystem that includes remote and on-premise work

• Experience in ServiceNow or equivalent

  Knowledge/Skills/ Abilities
   

• Knowledge of multi-tier service desk models and delivery strategies

• Change leadership that includes transformation execution

• Vendor and financial management expertise and skills

• Strong communication, influence, and stakeholder management skills

• 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.

  
  
  #LI-Hybrid