Director - IT Operations

Job Description

You'll be responsible for leading the IT team in managing the daily operations and delivering reliable, secure, and high-performing technology infrastructure, cybersecurity programs, and support services across all retail locations, distribution centres, and corporate offices. This role 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.

Here are some of the other ways you’ll help us stand out:

• Oversee the stability, performance, and availability of enterprise network and infrastructure across all locations.
• Ensure all systems supporting retail, distribution centre, 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 initiative.
• 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 centres, 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.

• A genuine passion for delivering engaging and exceptional customer service.
• Typically requires 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.
• Experience in retail or multi-entity environments considered a strong asset.
• Strong expertise in network infrastructure, IT operations, and cybersecurity, including PCI-DSS and risk management.
• Proven experience developing and executing technology strategies and roadmaps.
• Strong knowledge of cloud architecture and experience leading cloud migrations initiatives.
• Strong expertise in IT service management, including: incident, problem, and continuous improvement practices.
• Strong vendor management and contract oversight experience in distributed environments.
• Excellent communication skills with the ability to translate technical concepts for executive and non-technical audiences.
• Proven ability to lead, develop, and inspire high-performing IT teams in fast-paced environments.
• Comfortable working in an environment that includes extended periods of sitting, repetitive tasks, frequent computer use, and open-office noise, with flexibility to work evenings, weekends and holidays as required and ability to travel between stores and regions with reliable transportation.
• Fluency in English;
  French language skills considered an asset.

• Comprehensive benefit program and coverage that varies by position.
• Coverage may include healthcare, dental care, disability coverage, life insurance and registered retirement savings program.
• A 10% discount on in-store purchases.
• On-the-job training and the prioritization of internal promotions to help you grow and embrace new opportunities.
• The opportunity to support local neighbourhoods through our community programs.
• This role is eligible to participate in the Farm Boy incentive program.
• The expected compensation is CAD 100,000 - CAD 130,000 - yearly.

We are committed to building a diverse and inclusive workplace. We encourage individuals from all backgrounds, identities, and experiences to apply—including those with non-traditional career paths. We strive to create an environment where everyone feels valued, respected, and supported. Accommodations are available upon request for employees and applicants who may require them.