Business Technology - Manager, BT Service Delivery

Overview

At PGA TOUR Superstore, we’re always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we’re dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore continuously strives to create a family culture for our Associates – driven by our vision to inspire people through golf and tennis.

Position Summary

We are seeking a dynamic and results-driven Manager of Business Technology Service Delivery who operates effectively as both a player and a coach. This individual will be hands-on with service delivery while also leading and mentoring a team responsible for technological support across retail environments. The ideal candidate will bring a strong understanding of IT service management (ITSM), excellent interpersonal and leadership skills, and a solid foundation in retail systems and infrastructure.

This role also plays a critical part in coordinating and supporting new store openings and renovation projects, partnering closely with project management, construction, vendors, and internal stakeholders to ensure seamless technology deployment.

Duties and Responsibilities: 

Service Delivery Leadership

• Oversee end-to-end delivery of IT services for retail locations, ensuring consistent, high-quality support and performance.
• Serve as the escalation point for high-impact service issues, driving resolution with urgency and transparency.
• Develop and enforce service level agreements (SLAs), operational KPIs, and performance reporting to ensure accountability and continuous improvement.
• Act as liaison between Retail Operations, Technology Infrastructure, and third-party vendors to ensure alignment and operational excellence.

Player-Coach Model

• Lead by example—participate directly in incident resolution, root cause analysis, and problem management.
• Coach and mentor team members on best practices in technical troubleshooting, communication, and customer service.
• Provide technical guidance on retail systems including POS, back-office systems, networking, mobility solutions, and customer-facing applications.

Process Management & Improvement

• Implement and uphold ITIL-based service management processes, including incident, problem, change, and configuration management.
• Identify areas for automation, efficiency, and process improvement; lead initiatives to optimize service delivery workflows.
• Conduct regular service reviews and post-incident analyses to foster a culture of learning and continuous improvement.

Technology Enablement, Store Support & Rollouts

• Coordinate and support new store openings, remodels, and technology-related activities during renovations, ensuring all systems are deployed, tested, and ready for go-live.
• Partner with internal teams (construction, networking, field services) and vendors to plan and execute retail technology implementations.
• Support rollout and post-implementation support of systems and tools at retail sites.
• Evaluate and recommend tools and platforms that support scalable service delivery and proactive issue management.

Qualifications and Skills Required:

Required

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field—or equivalent experience.
• 8+ years in IT service delivery or support roles, with at least 3 years in a management or team lead capacity.
• Strong working knowledge of ITIL v3 or v4 frameworks; ITIL certification is preferred.
• Experience supporting technology in a multi-site retail environment (preferred: POS, retail networks, kiosks, mobile devices, etc.).
• Hands-on experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and reporting dashboards.

Preferred

• Experience with store buildouts, renovations, or technology integration in construction projects.
• Vendor management and service provider oversight experience.
• Excellent communication and customer service skills; comfortable presenting to senior leadership and field stakeholders.

Core Competencies

• Leadership: Ability to motivate, develop, and direct team members in a fast-paced retail support environment.
• Technical Depth: Adept at solving and explaining technical issues; actively engages in technical resolution when needed.
• Operational Excellence: Driven by metrics, SLAs, and process adherence.
• Project Coordinatio