**Overview**

This job contributes to REI’s success by providing strategic and operational leadership for enterprise IT service delivery across REI’s corporate, retail, and supply chain environments. This role is accountable for ensuring reliable, scalable, and customer‑centered IT services through strong service management practices, empowered teams, and effective vendor partnerships. The Senior Manager leads multiple technical teams and managers, drives continuous improvement across incident, change, and support operations, and serves as a key partner to business and technology leaders. Models and acts in accordance with REI's guiding values and mission.

**Responsibilities and Qualifications**

+ Leads end-to-end IT service delivery operations, including Tier 1 and Tier 2 support, end-user services, and retail/DC technology support, ensuring reliable and consistent service outcomes.
+ Oversees incident, problem, change, and major incident management, drivi...