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Job Descrption

Requirements
• You possess a Bachelor’s degree in Information Technology, Computer Science, or a related field,
• You have 7+ years of IT experience, including at least 3 years in a leadership or managerial role within IT Shared Services, IT Infrastructure and Operations, or a similar function,
• You have a proven track record of lead from a strategic perspective,
• You possess a strong understanding of IT service management frameworks (e.g., ITIL) and best practices,
• You have deep experience providing support for cloud technologies, networking, and infrastructure management,
• You have proven ability to mentor, manage and lead high-performing teams in a dynamic environment,
• You have excellent communication, problem-solving, and stakeholder management skills

What the job involves
• As the Senior Manager of IT Service Delivery at Stitch Fix, you will report into Stitch Fix’s Chief Information Security Officer and Head of Enterprise IT,
• You will have responsibility for the... strategic and management responsibility for IT resources operating and supporting the IT systems, and the delivery of infrastructure, operations, and end-user computing,
• You will lead the service desk, networking, systems engineering and workplace technology teams, and will develop and implement service delivery strategies that ensure outstanding customer experience including on-time, high quality, and best in class customer interactions and service outcomes,
• You will build, embody, and reinforce a strong team culture of collaboration, cooperation, communication, respect, professionalism, customer service, and adaptability to change,
• You will partner with stakeholders to identify needs, prioritize and manage the project portfolio and develop resource capacity plans to optimize value delivery,
• You will establish service level agreements (SLAs), operational level agreements (OLAs), objectives and key results (OKRs), and key performance indicators (KPIs) to provide data driven measurement and reporting on the effectiveness and efficiency of IT operations,
• We operate in an agile-inspired manner; collaborating across multiple time zones,
• Lead the design, implementation, and management of IT shared services (e.g., infrastructure, applications, network, and cloud services) across the company,
• Develop and execute an IT service delivery strategy that aligns with the business’ goals, ensuring scalability, efficiency, and cost-effectiveness,
• Drive the adoption of ITIL processes and industry best practices to enhance service delivery, operational support, incident management, and resiliency,
• Oversee vendor management, service level agreements (SLAs), and contracts to ensure the delivery of high-quality IT services,
• Collaborate with stakeholders to assess business requirements and provide IT solutions that support operational goals,
• Manage and mentor the IT Service DeliveryShared Services team, fostering a collaborative, customer-centric, culture of high performance, and results-driven culture,
• Champion change through an action-oriented approach, demonstrating the ability to think strategically, while operating tactically

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