Director, Software Engineering, Service Delivery

Walmart•Bentonville, AR

1d•$130,000 - $260,000

About The Position

Position Summary... What you'll do... Role summary: The Director of Service Delivery is responsible for ensuring the reliability, quality, and operational excellence of enterprise platforms that support associates at scale. A primary objective for this position will be to drive a holistic approach to service delivery and device management across our enterprise. This will involve creating a unified strategy that seamlessly integrates application delivery, device provisioning, security, and policy enforcement into a cohesive end-user experience. This role moves service delivery beyond reactive support into a data-driven, automation-first, reliability function, focused on reducing friction, preventing incidents, and improving confidence in platform and application delivery. About the team: The Enterprise Client Experience (ECE) team within APEX leads the development, operation, and governance of enterprise client platforms that enhance associate productivity across Walmart. ECE manages comprehensive client environments, including devices, operating systems, virtual desktop infrastructure, and collaboration tools. The team emphasizes standardization, reliability, and operational excellence to ensure stable and efficient platforms. Collaborating with engineering, infrastructure, security, product, and business partners, ECE delivers scalable, secure, and consistent client experiences worldwide. The team balances platform modernization with disciplined execution to support sustainable business outcomes and drive continuous improvement. What you'll do: Lead incident response, incident management, and post-incident reviews, focus on root cause elimination and prevention. Establish clear service health metrics, SLAs, SLOs, and operational scorecards that are visible to leadership. Spearhead the design, development, and management of a centralized service and application delivery platform, providing a seamless, self-service experience for associate Partner with engineering to implement self-healing, proactive detection, and automated remediation. Partner with telemetry and engineering teams to leverage data for predictive insights, fleet health, and deployment confidence. Use operational data to identify trends, risks, and opportunities to improve experience and platform stability. Lead and develop managers and senior ICs across Service Delivery and Software Delivery Services. What you'll bring: Expertise in modern service delivery, with 10+ years leading large-scale service delivery or reliability engineering teams in complex enterprise environments. A mastery of operational excellence, including a strong command of ITSM, incident management, and change governance. A transformative, automation-first mindset with a track record of shifting service delivery from reactive to a proactive, data-driven function. Strategic leadership and influence with a proven ability to foster strong partnerships across product, engineering, and security teams. Exceptional communication skills and a strong executive presence, with experience providing clarity to senior leadership. Hands-on experience with endpoint management (e.g., Intune, JAMF), telemetry, and strategic vendor management About Walmart Global Tech: Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That's what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity experts and service professionals within the worlds leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail. Walmart's culture is a competitive advantage, and its fostered by being together. Working together in person allows us to collaborate, align quickly and innovate with greater speed. We use our campuses to create purposeful connection rooted in deepening understanding and investing in the development of our associates. Our hubs: Walmart is a global company with offices across the United States and around the world. Our global headquarters is in Bentonville, Arkansas, with primary hubs in the San Francisco Bay area and New York/New Jersey. Benefits: Benefits: Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more. Equal Opportunity Employer: Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing unique styles, experiences, identities, ideas, and opinions – while being inclusive of all people. The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process. Your Career Journey at Walmart At Walmart, we want to make sure your experience connecting with us is seamless and straightforward. Here’s what to expect when interacting with us as recruiters: We’ll reach out via verified LinkedIn profiles or emails ending in "@walmart.com.” or “@samsclub.com”. All job opportunities and applications are hosted on our official careers site: http://careers.walmart.com. There is no cost or payment required to apply or be considered for a position. If you have any doubts about a communication, feel free to visit our careers page to verify authenticity. Thank you for exploring opportunities at Walmart! At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms. For information about benefits and eligibility, see One.Walmart. The annual salary range for this position is $130,000.00 - $260,000.00 Additional compensation includes annual or quarterly performance bonuses. Additional compensation for certain positions may also include : - Stock ㅤ ㅤ ㅤ ㅤ ‎ Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Option 1: Bachelor's degree in computer science, computer engineering, computer information systems, software engineering, or related area and 6 years’ experience in software engineering or related area. Option 2: 8 years’ experience in software engineering or related area. 3 years' supervisory experience. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Primary Location... 702 Sw 8Th St, Bentonville, AR 72716, United States of America Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment. About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.

Requirements

Expertise in modern service delivery, with 10+ years leading large-scale service delivery or reliability engineering teams in complex enterprise environments.
A mastery of operational excellence, including a strong command of ITSM, incident management, and change governance.
A transformative, automation-first mindset with a track record of shifting service delivery from reactive to a proactive, data-driven function.
Strategic leadership and influence with a proven ability to foster strong partnerships across product, engineering, and security teams.
Exceptional communication skills and a strong executive presence, with experience providing clarity to senior leadership.
Hands-on experience with endpoint management (e.g., Intune, JAMF), telemetry, and strategic vendor management
Bachelor's degree in computer science, computer engineering, computer information systems, software engineering, or related area and 6 years’ experience in software engineering or related area.
8 years’ experience in software engineering or related area.
3 years' supervisory experience.

Responsibilities

Lead incident response, incident management, and post-incident reviews, focus on root cause elimination and prevention.
Establish clear service health metrics, SLAs, SLOs, and operational scorecards that are visible to leadership.
Spearhead the design, development, and management of a centralized service and application delivery platform, providing a seamless, self-service experience for associate
Partner with engineering to implement self-healing, proactive detection, and automated remediation.
Partner with telemetry and engineering teams to leverage data for predictive insights, fleet health, and deployment confidence.
Use operational data to identify trends, risks, and opportunities to improve experience and platform stability.
Lead and develop managers and senior ICs across Service Delivery and Software Delivery Services.

Benefits

Beyond our great compensation package, you can receive incentive awards for your performance.
Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Health benefits include medical, vision and dental coverage.
Financial benefits include 401(k), stock purchase and company-paid life insurance.
Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes.
Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities.
Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates.
Tuition, books, and fees are completely paid for by Walmart.