Sr. Manager, IT Service Delivery

About Stitch Fix, Inc.

Stitch Fix (NASDAQ: SFIX) is the leading online personal styling service that helps people discover the styles they will love that fit perfectly so they always look - and feel - their best. Few things are more personal than getting dressed, but finding clothing that fits and looks great can be a challenge. Stitch Fix solves that problem. By pairing expert stylists with best-in-class AI and recommendation algorithms, the company leverages its assortment of exclusive and national brands to meet each client's individual tastes and needs, making it convenient for clients to express their personal style without having to spend hours in stores or sifting through endless choices online. Stitch Fix, which was founded in 2011, is headquartered in San Francisco.

About the Role

As the Sr. 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. This is a remote position available within the United States. We operate in an agile-inspired manner; collaborating across multiple time zones.

You're excited about this opportunity because you will…

• 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

We’re excited about you because…

• 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.

Why you'll love working at Stitch Fix...

• We are a group of bright, kind people who are motivated by challenge. We value integrity, innovation and trust. You’ll bring these characteristics to life in everything you do at Stitch Fix.
• We cultivate a community of diverse perspectives— all voices are heard and valued.
• We are an innovative company and leverage our strengths in fashion and tech to disrupt the future of retail.
• We win as a team, commit to our work, and celebrate grit together because we value strong relationships.
• We boldly create the future while keeping equity and sustainability at the center of all that we do.
• We are the owners of our work and are energized by solving problems through a growth mindset lens. We think broadly and creatively through every situation to create meaningful impact.
• We offer comprehensive compensation packages and inclusive health and wellness benefits.

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