Senior Director IT Service Delivery

Remington Hospitality • Dallas, TX

10d

About The Position

The Senior Director of IT Service & Delivery provides strategic leadership and operational oversight of enterprise IT service delivery across the Ashford Group of Companies, headquartered under Ashford Inc.

Operating within a Shared Services model, this role is responsible for delivering scalable, consistent, and high-quality IT support services to multiple affiliated business lines, including:

Remington Hospitality: An international hotel management company supporting a broad portfolio of hotel properties.
Premier Design to Completion: A project management, procurement, interior design, and architecture services firm.
Ashford Inc: An advisory platform providing asset management, investment management, and related services to the real estate and hospitality sectors.

This leader will establish, standardize, and continuously improve IT Service Management processes, governance frameworks, and performance standards to support diverse operational environments, including corporate offices, field locations, and hotel properties. The Senior Director will play a critical role in advancing organizational IT service maturity by implementing structured processes, service level management, automation, and continuous improvement initiatives.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field required. Master’s degree preferred.
• 10 or more years of progressive IT experience, including at least 5 years in a senior IT Service Delivery or Help Desk leadership role.
• Proven experience leading enterprise IT Service Delivery in a shared services or multi-entity environment supporting distributed operations. Experience supporting multi-location organizations such as hospitality, retail, healthcare, or similar industries strongly preferred.
• Demonstrated success implementing and maturing IT Service Management frameworks, including Incident, Problem, Change, and Service Level Management.
• Strong experience establishing service level agreements, operational metrics, governance standards, and executive reporting structures.
• Proven track record of improving organizational IT service maturity through process standardization, automation, performance management, and continuous improvement initiatives.
• ITIL v4 Foundation certification required. Advanced ITIL certifications strongly preferred. HDI Support Center Manager, PMP, or other relevant service management certifications preferred.
• Strong leadership and team development skills with the ability to build, mentor, and hold teams accountable in a performance-driven environment.
• Excellent analytical, organizational, and problem-solving abilities with a metrics-driven approach to service improvement.
• Strong executive presence and communication skills with the ability to influence stakeholders across corporate leadership, property operations, development teams, and investment groups.
• Strong customer service orientation balanced with operational discipline and governance expertise.

Nice To Haves

• Master’s degree preferred.
• Experience supporting multi-location organizations such as hospitality, retail, healthcare, or similar industries strongly preferred.
• Advanced ITIL certifications strongly preferred.
• HDI Support Center Manager, PMP, or other relevant service management certifications preferred.

Responsibilities

• Lead enterprise IT Service Delivery across all entities supported by Shared Services, ensuring consistent, scalable, and high-quality support for corporate offices and hotel property operations.
• Provide strategic leadership and operational oversight of the Help Desk and End-User Support teams, including staffing, performance management, escalation procedures, and service quality standards.
• Establish, implement, and continuously improve IT Service Management processes, including Incident, Request, Problem, Change, Knowledge, and Service Level Management, aligned with ITIL best practices.
• Develop and enforce service level agreements, operational standards, and key performance metrics to ensure accountability, transparency, and continuous improvement.
• Advance organizational IT service maturity by implementing structured governance, documentation standards, automation initiatives, and repeatable support processes.
• Partner with business leaders across hotel operations, development and architecture, and corporate functions to ensure service delivery aligns with operational and business needs.
• Oversee the IT service management platform, ensuring proper ticket tracking, reporting, knowledge management, and performance visibility.
• Develop and deliver executive-level reporting and dashboards to the EVP of Technology and senior leadership, highlighting service performance, trends, risks, and improvement initiatives.
• Support offboarding and onboarding of new properties, acquisitions, and business initiatives by ensuring service readiness, support models, and operational alignment.
• Manage third-party vendors and service providers, ensuring performance aligns with established service standards and contractual expectations.
• Build, develop, and lead a high-performing service delivery organization, fostering a culture of accountability, service excellence, and continuous improvement.
• Drive operational efficiency by identifying trends, reducing recurring issues, and implementing proactive service improvements and automation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior