VP – IT Operations

Responsibilities

• Define and execute a 3–5-year vision for IT Operations aligned with enterprise goals and transformation programs
• Translate enterprise objectives into roadmaps across infrastructure, service management, and store systems
• Serve as a strategic partner to executive leaders, enabling operational readiness for business growth
• Evolve traditional infrastructure and support into a product-aligned, service-oriented model
• Lead enterprise-wide infrastructure services, including cloud, data center, network, end-user computing, and retail systems
• Oversee store Point-of-Sale platforms, hosting infrastructure, and corporate application operations
• Ensure 24 × 7 service availability and performance for all production environments, including peak retail periods
• Drive platform observability, resilience, and standardization across store and enterprise technologies
• Build and mature ITIL-aligned practices (incident, change, problem, configuration)
• Lead service desk transformation, knowledge management, and shift-left/self-service automation
• Champion proactive incident management and RCA practices to reduce unplanned downtime
• Establish and monitor operational KPIs including MTTR, SLA compliance, and customer satisfaction
• Lead people & vendor leadership
• Lead and develop a high-performing team across infrastructure, service delivery, and retail systems
• Build skills in cloud operations, automation, SRE, and field support
• Establish clear performance goals, succession plans, and learning pathways
• Manage strategic vendor and MSP relationships with outcome-based SLAs and governance
• Own OpEx and CapEx budgets for infrastructure and operations; ensure alignment with business value
• Drive efficiency through consolidation, automation, and vendor optimization
• Partner with Finance and the PMO to forecast resource needs and support program delivery
• Provide executive transparency into project readiness, spend, and ROI

Qualifications

• 10+ years in IT infrastructure, service delivery, or enterprise operations
• 5+ years in senior leadership roles with strategic and operational accountability
• Retail technology experience (POS, store infrastructure) strongly preferred
• Bachelor’s degree or equivalent combination of experience and education; advanced degree or MBA preferred
• Hands-on, outcomes-oriented operations leader with deep infrastructure knowledge and a passion for delivering reliable, customer-focused services
• Strategic and operational thinker who drives alignment across people, process, and technology
• Skilled communicator with the ability to translate technical issues into business impact
• Proven team builder and mentor; fosters a culture of accountability, ownership, and continuous learning
• Able to operate with urgency while building long-term stability
• High integrity, strong business judgment, and customer-centric mindset
• Deep understanding of hybrid cloud operations (AWS/Azure/GCP) and platform engineering
• Demonstrated success implementing SRE, automation, and ITSM/ITIL practices at scale
• Experience managing large vendor ecosystems and support teams across multiple locations
• Strong command of budgeting, forecasting, and multi-year investment planning