Sr. Director, Enterprise Service Delivery ( Onsite 4 Days- Brentwood, TN)

At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Sr. Director, Enterprise Service Delivery. Come join a team that is dedicated to making an impact for the people and communities we serve.

• This position requires 4 days onsite in Brentwood, TN.

SUMMARY:

The Senior Director, Enterprise Service Delivery provides enterprise-level leadership, strategy, and governance for all end-user support services, including a national helpdesk, FSC and field support operations for safety facilities and community locations across the country. Defines and executes the overall service delivery strategy, establishing enterprise service standards, and ensuring consistent, high-quality support experiences. Operates as the executive owner of customer service within IT and maintains visibility with all levels of leadership across the organization.

ESSENTIAL FUNCTIONS:

The incumbent should be able to perform all of the following functions at a pace and level of performance consistent with the job performance requirements.

• Defines and executes the enterprise service delivery strategy across helpdesk, FSC, and field support functions, ensuring alignment with organizational goals and business priorities.
• Provides executive leadership, oversight, and talent development for the service delivery organization, fostering a high-performance culture focused on accountability, service excellence, and continuous improvement.
• Establishes governance frameworks, policies and performance accountability for service delivery across all locations to ensure consistency, compliance, and operational effectiveness.
• Oversees enterprise service delivery operations, including national helpdesk, onsite field support, and FSC support teams, ensuring reliable and efficient support services.
• Owns enterprise service performance management, including SLAs, KPIs, operational metrics, and executive-level reporting that provides actionable insights and drives continuous improvement.
• Leads the enterprise customer experience strategy by providing a consistent, high-quality support experience across FSC, safety facilities, and community locations.
• Collaborates with IT and business leaders to define and govern support ownership models, service expectations, and accountability across systems and business functions.
• Leads vendor management strategy, including contract negotiations, performance oversight, service level compliance, and strategic partnership development.
• Manages service delivery budgets and financial performance, identifying opportunities for cost optimization while maintaining service quality and operational efficiency.
• Drives enterprise-wide ITIL adoption and service management maturity initiatives to standardize processes and improve service outcomes.
• Leads the adoption and optimization of Service Now and AI-enable support technologies to enhance operational efficiency, automation, and customer satisfaction.
• Establishes and governs enterprise knowledge management practices, including documentation standards, knowledge-sharing processes, and self-service capabilities.
• Develops and manages escalation frameworks, ensuring timely resolution of critical issues and effective deployment of onsite support when remote support is insufficient.
• Leads and supports major enterprise initiatives and transformation efforts that align with strategic business objectives.
• Maintains effective communication and stakeholder engagement with executive leadership, business partners, vendors, and operational teams.
• Domestic U.S. travel is required.

QUALIFICATIONS:

• Graduate from an accredited college or university with a Bachelor''s degree in Information Technology or a related field.
• 8+ years of experience in IT service delivery with multi-site operations, including five years of leadership experience managing enterprise-level support organizations required.
• Experience managing vendors, negotiating contracts, and enforcing service agreements required.
• Experience establishing and reporting enterprise KPIs and SLAs required.
• Experience documenting processes and developing knowledge-based systems required.
• Experience with Service Now and AI-enabled support platforms and operating in regulated or mission-critical environments is preferred.
• Must demonstrate deep knowledge of Information Technology Service Management (ITAM) and Service Integration and Management (SIAM) best practices.
• Strong communication and organizational skills with the ability to present to senior leadership is required. Proficiency in Microsoft Office applications is required.

CoreCivic is a Drug Free Workplace & EOE - Vets/Disabled.