Sr. Director,IT End User Services Job Providence Rhode Island USA,IT/Tech

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 Service Now 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.

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Sr. Director, IT End User Services