Senior Group Director, Tech Service Excellence & Operations
Core
Define and execute US Service Excellence strategy, transform ServiceNow into the operational backbone, and deliver luxury-grade support experiences for boutiques, corporate employees, and executives.
Role type
Senior Group Director, Tech Service Excellence & Operations
Builds
High-performing IT service delivery organizations, automated workflows, and resilient operational support across retail boutiques and corporate offices.
Domain
Luxury retail technology operations and enterprise IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Enterprise IT service delivery leadership, ServiceNow administration, ITIL practices, vendor governance, asset lifecycle management, retail operations knowledge, data-driven operational analytics, executive communication, team coaching and development
Preferred skills
Experience in luxury/hospitality environments, AI-enabled support implementation, depot and logistics operations, budget ownership and cost optimization
Technologies
ServiceNow, Cisco, Meraki, SD-WAN, Microsoft 365, Microsoft Intune, Salesforce, Genesys, Okta, Oracle Xstore, Coupa
Responsibilities
Define and execute the US Service Excellence strategy and target operating model; Transform ServiceNow capabilities for ITSM, CMDB, and workflow automation; Establish governance and executive reporting for service performance and risk; Lead the evolution of IT Asset Management and depot logistics; Strengthen Incident, Problem, and Change management practices; Drive vendor and managed service provider performance; Build and coach high-performing leaders across service delivery teams
Seniority
Senior, hands-on IC with executive presence