Service Delivery Manager (Retail)

TL;DR

Service Delivery Manager (Retail): Overseeing and delivering complex projects and applications for multiple domains under the Enterprise and Technology Operations program with an accent on SLA/KPI compliance and operational hygiene. Focus on building strategic relationships with domain leads, driving continuous service improvement, and governing transition planning.

Location: Onsite in Marlborough, MA (5 days a week in office)

Salary: $89K – $166K

Company

hirify.global is a global technology services provider and AI Builder helping enterprises bridge the gap between AI investment and tangible value.

What you will do

• Manage service delivery of applications across multiple domains for the TJX ETO program.
• Ensure compliance with committed SLAs and KPIs while maintaining high delivery quality.
• Build and sustain relationships with domain and program leads through governance meetings.
• Implement continuous service improvement, automation, and transformation initiatives.
• Govern transition planning and application acceptance into support.
• Manage staffing and reporting on overall delivery performance to leadership.

Requirements

• Legally authorized to work in the United States without employer sponsorship.
• 20+ years of total experience, with 15+ years in relevant service delivery roles.
• Expertise in managing complex global programs and people leadership.
• Practical understanding of ITIL processes (IM, PM, CM, RM).
• Proficiency in program management tools such as Microsoft Project Professional.
• Strong analytical skills to drive data-based operational decisions.

Nice to have

• Knowledge of the Retail domain.
• Experience with Information Security and SOX Regulatory requirements.

Culture & Benefits

• Medical, Dental, Vision, and Life Insurance.
• 401(k) plan with company contributions.
• Paid holidays and Paid Time Off.
• Paid Parental Leave and Employee Stock Purchase Plan.
• Collaborative and inclusive workplace with dedicated wellbeing programs.