The Director of IT Service Delivery/Service Management is a pivotal leadership role responsible for end-to-end IT Service Desk, L1/L2 support, managed service providers, and 24x7 offshore delivery teams in India and Mexico, supporting 1300+ retail stores, Distribution Centers, and corporate users across the U.S This individual will define and implement strategies to enhance service delivery and champion ITIL best practices, ensuring alignment with organizational goals. Work with business stakeholders and technology partners to define Service Management (Incident, Problem, Change, Service Catalog, Request management, SLAs, Governance, reporting, Knowledge Management, Asset, CMDB, IT comms), etc.