Director - IT Operations

About This Role

This role is responsible for leading the IT team in managing daily operations and delivering reliable, secure, and high-performing technology infrastructure, cybersecurity programs, and support services across all retail locations, distribution centers, and corporate offices. It acts as the primary accountability for IT operations, including infrastructure stability, cybersecurity, service delivery, and vendor performance, ensuring technology enables smooth business operations and a strong customer and employee experience.

Responsibilities

• Oversee the stability, performance, and availability of enterprise network and infrastructure across all locations
• Ensure all systems supporting retail, distribution center, and corporate operations (including POS, inventory, and in-store technologies) are supported, maintained, and operating effectively
• Drive the alignment and integration of technology infrastructure, systems, and standards across the organization, serving as the primary IT point of contact for enterprise-level integration initiatives
• Lead capacity planning, lifecycle management, and infrastructure documentation practices
• Maintain and enforce cybersecurity and network security standards, including PCI-DSS compliance and privacy requirements
• Oversee vulnerability management, patching, and remediation activities
• Lead incident response and business continuity planning in collaboration with key stakeholders
• Define and enforce IT service delivery standards, including escalation and support processes across all environments
• Oversee IT support services to ensure timely and effective resolution of issues across stores, distribution centers, and corporate teams
• Drive continuous improvement in incident, problem, and change management practices
• Manage vendor and managed service provider relationships, including contract performance and service delivery
• Oversee operating and capital budgets, identifying opportunities for efficiency and cost optimization
• Support the rollout and ongoing reliability of in-store technologies, ensuring minimal operational disruption
• Contribute to overall operational success by taking on additional responsibilities as required

Requirements

• Genuine passion for delivering engaging and exceptional customer service
• Post-secondary education in Computer Science, Engineering, or a related field, combined with 15 years of experience in IT operations, infrastructure, and technology services, including 5 years in a senior leadership role, or an equivalent combination of education and experience
• Strong expertise in network infrastructure, IT operations, and cybersecurity, including PCI-DSS and risk management
• Proven experience developing and executing technology strategies and roadmaps