Senior Manager - Technology Operations, SONIC

About the role

The Senior Manager, Technology Operations is responsible for defining and executing the technology operations strategy for a large, distributed enterprise environment. This role leads multiple teams and partners closely with internal and external stakeholders to ensure reliable, scalable, and high-performing technology operations across the brand. The Senior Manager oversees end-to-end development and execution of brand technology strategy and operational performance, playing a critical role in coordinating and influencing technology initiatives—including third-party platforms, integrations, and content delivery—while ensuring alignment to business priorities and operational excellence.

Responsibilities

• Develops, coaches, and manages short-to-long term objectives for team members, ensuring high levels of performance and success.
• Independently manages multiple disciplines and business capabilities, including individual contributors and teams led by Managers and/or Senior Managers.
• Collaborates on strategic direction and executes operations of the departments.
• Improves processes or systems by leveraging experience and best practices to address underlying issues and root causes.
• Leads cross-department project teams or manages across multiple job families with deep management and leadership ability.
• Develops and provides strategy, vision, and direction to multiple functions, frequently providing input to executive management.
• Evaluates fundamental issues across functional areas, providing strategy and direction through assessment of intangible variables and data.
• Manages multiple workstreams, initiatives, and issues simultaneously, quickly assessing high-level problems and delegating appropriately.
• Establishes, develops, and supports broader company strategy, translating it into multi-functional objectives.
• Exhibits executive presence and credibility, engaging confidently with franchisees, operators, and senior leadership while representing IT at an enterprise level.
• Regularly interacts with executive leadership and customers, negotiating critical matters and influencing policy and strategy.
• Partners with the executive leadership team to provide cohesive direction toward company goals and reconcile multiple stakeholder views to drive business results.
• Recognized as an influential thought leader, sought after for expertise on a variety of issues both within and outside their immediate domain.
• Creates and supports a culture of continual process improvement, proposing innovative and secure solutions with a focus on scalability, including AI-driven technologies.
• Leads multiple vendors in end-to-end vendor management, evolving the function to drive performance, risk management, cost optimization, and long-term business value.
• Understands key vendor contracts and agreements, negotiating with a strategic mindset to benefit Inspire and franchisees.
• Takes ownership of initiatives without direction, resolving challenges with little to no oversight.
• Leads financial strategy and governance, ensuring budgetary alignment with organizational priorities, including cost center ownership and business case development.
• Designs and evolves organizational structures to minimize operational friction and maximize speed-to-market, aligning human capital with long-term strategic objectives.

Requirements

• Fifteen or more years of progressive, relevant IT experience.
• Ten or more years of IT management experience.
• Ten or more years overseeing collaborative programs with leadership, product managers, and vendors in support of complex technology initiatives.
• Seven to ten years of experience in a medium to large-sized enterprise environment.
• Expert knowledge of relevant applications and technical platforms.
• Expert experience with Microsoft Operating Systems and associated software such as Microsoft Office.
• Familiarity with at least two other operating systems such as iOS, Android, or Linux.
• Expert knowledge of ITSM frameworks such as ITIL.
• Expert experience in supporting multi-modal and geographically disparate locations.
• Expert experience in building business and technical requirements.
• Experience with AI technology.

Qualifications

• 4-year degree in computer science, information systems, or related field (required).
• 4-year degree (minimum).

Skills

• Strong analytical skills, including interpreting franchisee and end-user business needs and translating them into operational requirements.
• Demonstrated ability to work in a matrix environment.
• Strong networking, relationship-building, and influencing abilities.
• Ability to communicate clearly and concisely to all levels of the organization, both written and verbal.
• Confident presenter in front of large groups, both in-person and via video conference.
• Excellent problem-solving ability.
• Exceptional organization, communication skills, and attention to detail.
• Ability to meet deadlines and make data-driven decisions based on stakeholder feedback.
• Ability to work cross-functionally within an organization.
• Expert in Microsoft Office Suite (Excel, Outlook, PowerPoint, Word).
• Intimate understanding of technical specification documentation, integration best practices, and services-based architecture.
• Ability to establish financial governance frameworks and investment strategies across multiple functions.
• Experience setting enterprise vendor management strategy to maximize value, manage risk, and enable scalable partnerships.
• Demonstrated ability to create and analyze financial data, design and evaluate ROI and total cost of ownership (TCO), and develop compelling business cases.
• Experience translating operational and technical initiatives into financially sound proposals aligned with enterprise goals.