IT Service Delivery Lead


Las Vegas, NV

Full time

Jun 19

This job is no longer accepting applications.

Curaleaf Holdings, Inc. (CSE: CURA) (OTCQX: CURLF) (Curaleaf) is a leading U.S. provider of consumer products in cannabis, with a mission to improve lives by providing clarity around cannabis and confidence around consumption. As a vertically integrated, high-growth cannabis operator known for quality, expertise, and reliability, the company and its brands, including Curaleaf and Select provide industry-leading service, product selection, and accessibility across the medical and adult-use markets. Curaleaf currently operates in 23 states with 106 dispensaries, 22 cultivation sites, and over 30 processing sites, and employs over 4,600 team members across the United States. Home | Curaleaf | Cannabis with Confidence

Our corporate social responsibility is Rooted In Good Diversity, Equity, Inclusion + Social Equity + Sustainability Social Responsibility | Curaleaf | Cannabis with Confidence We believe in taking corporate and social responsibility very seriously, from our educational outreach to national partnerships, state-wide initiatives and local causes. Giving back to the communities where we operate is important to us, and helps to change old attitudes by showing the positive impact of cannabis in creating jobs, changing lives, and helping local communities.

We educate. We advocate. We give.

The IT Service Delivery Lead is responsible for implementing IT service delivery on an on-going basis following levels of functionality within Curaleaf. 

Major incident management and executive/business communications

Change, Problem and Event management

Manage Corrective action reporting (CAR) and tracking thru ticketing system

Manage priority 1 issues/Outages – includes set-up and monitor bridge lines, management, and End user communications

Continuous service improvement initiatives

Identify opportunities for increasing first-contact of Helpdesk with L2/L3 teams.

Ensure IT Service Management processes are designed, planned, implemented, and improved by the responsible IT team managers in line with the current business needs

Engage, coordinate and support Curaleaf IT functions and teams nationwide to ensure consistency in deployment of processes, tools and technology that is essential for the effective service delivery and development.

Unify Major incident, Change, Event and Service level, to include Problem management across all IT teams and communicate to business stakeholders.


Implement a process and an end-to-end model for management and stakeholder communications during major incidents.

Ensure major incident process is always adhered to by all relevant teams.

Act as escalation point for executive stakeholders within the business.

Ensure “problems” are routinely identified, tracked, managed, and resolved within all teams.

Ensure incidents caused by change are minimized by evaluating potential risk and historical success. Put tools and processes in place to effectively communicate and manage change.

Own the change management process and policies within IT enterprise.

Protect business operations on an on-going basis: introducing and managing events as a process.

Ensure systems and monitoring is in place to detect, classify and escalate exceptions, high- impact or high-risk conditions to the business.

Manage Corrective Action Reporting process to ensure reports are compiled for all major incidents.

Track and manage that corrective actions are completed timely by IT teams to avoid recurrence of major incidents.

Support the Retail’s sales process, as needed by participating in the solution design.

Train teams on new policies and processes to be used within the work environment.

Define, create, maintain, and communicate the strategy for team’s alignment within the management.


Minimum of 5 years’ experience in an IT Service Management level

Experience in ITSM for Retail sales support (highly preferred)

Information Technology degree preferred

Reporting and Analytics experience

ITIL Service management knowledge and certifications a must

Demonstrable experience of managing Senior stake holder expectations (to C-Level) during crisis/high pressure situations

Ability to influence and present at all levels of the organization (gravitas)

Strong analytical mindset

Knowledge, Skills and Abilities:

Excellent at identifying resources needed to plan, develop, and deliver technology services

Ensure that services are managed with agreed-upon levels of availability and performance

Knowledge sufficient to plan and manage the implementation of processes, tools and methods for monitoring and managing the performance of systems and services that is beneficial to the business.

Service operations experience, in at least one service management area (service design, transition or improvement).

Strong knowledge to lead technology service continuity planning and implementation (within the context of the business overall and continuity planning)

Experience in data analysis and data-driven decisions

Demonstrated ‘can-do’ attitude.

Able to challenge the norm and enable departmental and company growth.

Interpersonal and communication skills with ability to communicate with all levels of the organization.

Self-starter, detail oriented and organized.

May require weekend and evening hours to include domestic and international travel.

Subject to background check per state cannabis requirements 


Curaleaf is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Cannabis with confidence