Manager, Tech Service Delivery


About EXPR

EXPR is a multi-brand fashion retailer whose portfolio includes Express, Bonobos and UpWest. The Company operates an omnichannel platform as well as physical and online stores. Grounded in a belief that style, quality and value should all be found in one place, Express is a brand with a purpose - We Create Confidence. We Inspire Self-Expression. - powered by a styling community. Bonobos is a menswear brand known for exceptional fit and an innovative retail model. UpWest is an apparel, accessories and home goods brand with a purpose to Provide Comfort for People & Planet.

The Company has over 530 Express retail and Express Factory Outlet stores in the United States and Puerto Rico, the online store and the Express mobile app; over 60 Bonobos Guideshop locations and the online store; and 13 UpWest retail stores and the online store. EXPR is traded on the NYSE under the symbol EXPR. For more information about our Company, please vis it and for more information about our brands, please visit , or .


The Manager Service Delivery position is responsible for developing and maintaining key technology support functions including the Service Desk, Home Office Support, Technology Deployment and key Technology Enablement Applications (SalesForce, Remedy, Jira, Confluence, AirWatch, Slack, etc.). This person will play a significant role in defining the strategic and tactical direction and ongoing operations of these key support functions and applications. This position will engage cross-functionally at all levels of the organization and requires business and significant technical expertise. The desired person will be a leader and mentor to the team that is willing and able to jump in when needed as well as perform as technical expert in domains of relevance. This person will lead with emotional intelligence and is expected to be available and involved with resolving complex technical challenges within the enterprise. This Manager will work directly with our key vendor and business partners in support of the existing operations and will plan strategically to ensure the Express technology infrastructure and support organizations can support dynamic business initiatives and a robust application and infrastructure portfolio. This person will be responsible for taking part in the collaborative process of creating and supporting annual capital and expense budgets as well as multiyear, strategic roadmaps. Additionally this Manager will lead a virtual Incident Management team and provide 24x7 management support over critical outages.

  • Develops, implements, and manages technical solutions (known as Technology Enablement Applications) in support of Express requirements. These applications are operationally critical to our Contact Centers, the larger Technology Department, our Technology Support teams and many of our users.
  • Manages the day-to-day operations of the Technology Support Center, the Technology Deployment team, and Home Office Support.
  • Maintains overall responsibility for the Technology Deployment function which provides technology solutions used in Express retail locations.
  • Drives strategic initiatives within the team and supports the strategic initiatives across Express. Establishes and cultivates relationships with peers within and beyond the Technology organization.
  • Facilitates, and has overall responsibility for multiyear, strategic roadmaps mapping the future plans for relevant technologies, processes and the teams within this role's span of control.
  • Leads and assists the troubleshooting of technical or operational problems and takes corrective action as necessary to resolve. Serves as a key member of the Incident Management team focused on rapid service restoration when disruptions occur.
  • Ensures team compliance with applicable change and incident management policies when implementing system changes and addressing problem resolution. Manages team to ensure security and compliance is a focus behind everything we do.

  • Experience: 8+ years IT experience
  • Experience: 5-7 years hands-on experience with technology support, troubleshooting and incident management
  • Experience: 3-5 years supervising or managing a team of technical engineers / support personnel
  • Experience developing performance metrics, KPA'a, KPI's, along with daily, weekly, and monthly reporting
  • Advanced knowledge and troubleshooting of personal computer technologies
  • Experience troubleshooting Microsoft Office software, including Outlook/Exchange & Virtualization
  • Knowledge of networking topologies, including wireless and MDM (Airwatch)
  • Exposure to Mac workstations in a windows Domain and familiarity w/Adobe Creative Suite
  • Demonstrated ability to create multiyear, strategic plans leveraging technology in service of business objectives
  • Significant knowledge of client technologies, key infrastructure technologies
  • Ability to maintain confidentiality with sensitive customer and internal information
  • Proven ability to work collaboratively / cross functionally and influence stakeholders; manage and balance stakeholder expectations
  • Demonstrated ability to analyze and improve complex processes with a track record of successfully leading and delivering projects
  • Ability to manage projects and multiple tasks in an organized fashion
  • Ability to consistently support and lead teams on daily basis, or during emergencies, and regularly provide honest, direct feedback
  • Effective communication, teamwork, and problem-solving skills
  • Excellent organizational, planning, and coordination skills
  • Strong interpersonal skills and ability to build collaborative relationships
  • Ability to manage projects and handles multiple tasks in an organized fashion
  • Ability to maintain confidentiality with sensitive customer and internal information
  • Superior communication skills both written and verbal
  • Proven ability to work collaboratively / cross functionally and influence stake holders; manage and balance stakeholder expectations.
  • Experience working in the retail industry required

  • Approaches obstacles proactively and looks for ways to resolve problems and issues
  • Ability to multi-task and re-prioritize as needed
  • Ability to meet deadlines, prioritize, cope with change and maintain composure under pressure
  • Desire to take full ownership of assigned projects and ability to work independently or as a member of a team
  • Accountable for results
  • Ability to multi-task and manage multiple projects simultaneously
  • Possesses a sense of urgency; self-motivated and detail-minded
  • Solid verbal presentation, group dynamic, and facilitation skills
  • Proactive approach to resolving problems and issues
  • Dedication to meeting requirements of internal and external customers, responding to all customer requests promptly and thoroughly


An equal opportunity employer, Express, Inc. does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. Express, Inc. only hires individuals authorized for employment in the United States. Express, Inc. is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation because of a disability to search and apply for a listed job position, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to and let us know the nature of your request and your contact information.

Notification to Agencies : Please note that Express, Inc. does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express, Inc. will not consider or approve payment to any third-parties for hires made.