Director IT End User Services

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., 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
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• 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 ServiceNow 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

UNFI anticipates paying the above-referenced pay rate (or within the above-referenced pay range) for this position. Actual Pay, where applicable, will depend on a number of factors, including, but not limited to, education, experience, training, and any requirements under applicable collective bargaining agreements. UNFI is committed to transparency in pay in compliance with applicable state/provincial and local laws., For Washington positions (or positions that may be performed remotely from Washington), Click HERE for Washington-specific paid time off details.

Candidates hired into this position will also be eligible to participate in the following benefits programs: Paid Time Off; Sick Time; paid holidays and parental leave; 401K Program (or retirement savings plan if in Canada); medical, dental, vision, life, and accidental death/dismemberment insurance; short-term and long-term disability insurance program, Flexible Spending Account and/or Health Savings Account (U.S. only), subject to meeting the eligibility requirements and the terms and conditions of these programs, and subject to any requirements under applicable collective bargaining agreements.

Sales Positions Only: For sales positions that are commission-based, the above range is an estimate of total potential commission-based compensation during an associate's first year, but UNFI offers an introductory period minimum of $680 per week. After the introductory period, as a 100% commission-based role, there is no set salary. UNFI's commission plans are uncapped and average earnings vary depending on territory and sales achieved, among other factors.

UNFI's compensation, benefits, and paid time off policies are subject to change in the Company's sole discretion, consistent with applicable law. This job posting should not be construed as an offer of employment with certain terms, nor should it be construed as a guaranteed minimum.