Job Description

At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Director, Enterprise Service Delivery. Come join a team that is dedicated to making an impact for the people and communities we serve.

*This position requires 4 days onsite in Brentwood, TN.

SUMMARY:

The Director, Enterprise Service Delivery serves as a strategic and operational leader responsible for supporting end-user technology experiences across the organization. This role oversees critical support functions, including the Facility Support Center (FSC), dedicated executive and priority support, enterprise Help Desk Tier 1 and Tier 2 service desk operations, and facility and field support teams across enterprise facilities. Blends operational leadership with a strong commitment to customer service, operational efficiency, and technology support excellence.

ESSENTIAL FUNCTIONS

The incumbent should be able to perform all of the following functions at a pace and level of performance consistent with the job performance requirements.

1. Develops and implements service delivery plans for help desk, FSC, and field support functions, ensuring alignment with department goals and business priorities.
2. Provides leadership, oversight, and staff development for service delivery teams, supporting a culture focused on accountability, service excellence, and continuous improvement.
3. Supervises staff in the performance of their duties and evaluates as prescribed by company policy. This includes training and onboarding new employees, evaluating performance and preparing written performance reviews, listening to concerns and effectively resolving disputes or issues, taking corrective or disciplinary action, developing work schedules and approving leave requests.
4. Implements service delivery standards, policies, and performance expectations across assigned locations to support consistency, compliance, and operational effectiveness.
5. Manages service delivery operations, including help desk, onsite field support, and FSC support teams, ensuring reliable and efficient support services.
6. Monitors service performance, including SLAs, KPIs, operational metrics, and reporting to identify trends, address issues, and support continuous improvement.
7. Supports a consistent, high-quality customer service experience across FSC, facility, and community location support functions.
8. Collaborates with IT and business leaders to clarify support ownership, service expectations, and accountability across systems and business functions.
9. Manages vendor relationships, including performance oversight, service level compliance, and support for contract and partnership needs.
10. Manages assigned service delivery budgets and expenses, identifying opportunities to improve cost effectiveness while maintaining service quality and operational efficiency.
11. Supports the adoption and optimization of Service Now and AI-enabled support technologies to improve operational efficiency, automation, and customer satisfaction.
12. Manages knowledge management practices, including documentation standards, knowledge-sharing processes, and self-service capabilities.
13. Develops and maintains escalation processes to support timely resolution of critical issues and effective use of onsite support when remote support is insufficient.
14. Participates in and supports technology initiatives and service delivery improvement efforts that align with business objectives.
15. Maintains effective communication and stakeholder engagement with business partners, vendors, IT leadership, and operational teams.
16. Domestic U.S. travel is required.

QUALIFICATIONS

• Graduate from an accredited college or university with a Bachelor's degree in Information Technology or a related field is required.
• 5+ years of experience in a technical helpdesk setting is required.
• 2+ years of supervisory experience in a technical help desk setting is preferred.
• Additional work experience may be substituted for the required education on a year-for-year basis.
• Must possess strong problem solving, customer service, and analytical skills.
• Must demonstrate in-depth knowledge of Information Technology Infrastructure Library (ITIL) practices. Proficiency in Microsoft Office applications is required.

CoreCivic is a Drug Free Workplace & EOE – Vets/Disabled.