Director IT

Postal Code:

L4W 0C7

Our family of 134,000 employees and franchise affiliates share a collective passion for delivering exceptional shopping experiences and amazing food to all our customers. Our mission is to nurture the things that make life better – great experiences, families, communities, and our employees. We are a family nurturing families.

A proudly Canadian company, we started in a small town in Nova Scotia but we are now in communities of all sizes across this great country. With over 1500 stores in all 10 provinces, you may know us as Sobeys, Safeway, IGA, Foodland, FreshCo, Thrifty Foods, Lawtons Drug Stores or another of our great banners but we are all one extended family. 

Ready to Make an impact?

Reporting to the SVP, Technology Operations and Cybersecurity, the Director of IT Operations will be an innovation focused business and technology leader with experience in driving an agile and business outcome focused delivery culture – with high quality service delivery and service at its heart – with scale underpinning all initiatives.

They will be responsible for shaping and transforming the IT Solution Centers (Level 1 support) and End User Services function such that it is best in class and is a true partner to the business. Collaborating with the wider technology community to deliver first class user experience and service across the business.

They will bring strategy and leadership to the technology and services that the Sobeys employees use day in day out, ensuring teams adopt a customer centric technology experience to all staff for the full range of IT support Services as well as enabling self-service and automation for better service at lower cost across the entire company. This role can be based out of one our main offices including: Stellarton, NS; Mississauga, ON; Calgary, AB.

Here’s where you’ll be focusing:

As a Director IT - Operations with Sobeys, you will:

Responsible for the Solution Centers (IT helpdesk – Level 1) and End User Computing teams - providing governance and standards for all related support functions.  Identify new methods and technologies leading to improvements in performance and cost by the Solution Centers and End user Computing teams.  Leads the restoration of services as Lead Incident Manager for large scale IT outages.  Accountable to ensure Disaster Recovery plans are in updated/maintained and tested, maintained and tested.  Partner with the Director of ITSM to provide guidance and direction to the Solution Center End User Computing staff in relation to: ServiceNow standards related to Incident, Event, Change and Request management, desktop / laptop license compliance and problem management.  Continuously working on Increasing effectiveness of observability capabilities to manage our key applications in a highly proactive and automated fashion.  Drive employee engagement by providing leadership, coaching and development to the teams.  Initiate negotiations to establish agreements with vendors covering hardware / software support, scheduling installation and deployment services.  Continuously assessing the IT department’s effectiveness and efficiency. This includes:  evaluating current systems, processes, resources, and technologies to identify areas for improvement. Staying abreast of emerging technologies, assessing their potential impact and benefits for your organization Analyze, recommend and implement improvements and new digital adoption initiatives, ensuring the Operational support is ever improving and aligns to a customer / stores first approach. Examples are;  Optimizing the value of existing assets using new methods  Reducing support tickets response times  Eliminating tickets via self serve capabilities. Identifying and addressing the root cause of recurring issues.  Identifying and implementing improved event management processes  Identifying opportunities to automate tasks and reduce efforts  Formulating engaging experiences for employees and customers.  Evolving our support from unique user view to add a robust enterprise view  Analyzes key internal and external inputs to build upon the IT Operations 5-year strategic plan, ensuring alignment with overall enterprise strategy.  Defines objectives, frameworks, and metrics for the IT Operations.

#LI-Hybrid

What you have to offer:

Qualifications 

A persuasive and influential trusted advisor, who listens, learns, is curious, sees nuances, applies facts and data, and can articulate a compelling story in a clear and simple manner.  Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our services.  Summarize insights in a way that facilitates decision-making.  Known for your ability to share a vision and gain support.  Recognized for your demonstrated ability to build thoughtful and clear strategic plans.  Exceptional ability to drive Operational Excellence and putting the customer at the center of all processes. Known for your work in complex business environments, you bring people together to consider opportunities, evaluate risks and focus on delivering results.  Proven critical thinking skills in complex analysis where errors in logic, judgment, and/or math are costly and difficult to reverse.  Well-rounded interpersonal skills, naturally optimistic with high resiliency and high sense of urgency. 

Skills

Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels.  Fosters and builds a collaborative working relationship with various stakeholders within IT and outside of IT Operations.  Expert in strategic planning, communications, and financial management. Including budget planning and cost containment programs.  Expert in governance formulation, organizational change management.  Good working knowledge of IT architecture and standards preferred.  Fluently bilingual in French and English preferred but not mandatory.  The candidate will be expected to work with peers in other provinces in the development and implementation of tools and processes across Canada, as well as provide support to Sobeys employees across Canada.

Experience  

More than 10 years of experience in IT Operations At least 2 years’ experience at Director level Project Management, Business Relationship Management, IT Service Management or Enterprise Architecture experience a bonus. Organizational Change management experience a bonus. Experience in strategy development and communication essential. More than 5 years of people management experience preferred.

Education Requirements

Bachelor’s or master’s degree in computer science, business, or a related discipline  ITIL Certification preferred 

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