Director, IT Operations, Restaurant Systems

The Director, IT Operations, Restaurant Systems is responsible for establishing the strategic vision, operational excellence, and service delivery standards for all restaurant technology platforms supporting corporate and franchise restaurant operations. This role provides leadership for Application Support, Release Engineering, Service Delivery, Incident Management, Store Technology Deployments, and Buy/Sell/New Store Opening activities.

The Director will lead multiple technical teams responsible for ensuring the availability, reliability, security, and scalability of critical restaurant systems, including Point-of-Sale (POS), Digital Ordering, Back Office, Delivery Integrations, Loyalty Platforms, Restaurant Networks, and supporting applications. The position serves as a strategic partner to business and technology leaders while driving continuous improvement, operational efficiency, and exceptional customer experiences for stores, franchisees, and corporate stakeholders.

This position operates with significant autonomy and is responsible for strategic planning, operational governance, vendor management, resource planning, and organizational development across Restaurant Systems operations. This position may support domestic and international restaurant operations.

Key Responsibilities:

• Technology Operations Leadership
• Security & Compliance Responsibilities
• Application Support & Service Management
• Release Engineering & Production Readiness
• Restaurant Deployment & Lifecycle Management
• Vendor & Partner Management
• Budget Planning & Financial Governance
• Leadership & Organizational Development
• Operational Excellence & Continuous Improvement

Role Expectations and Core Competencies:

• Strong knowledge of IT service management principles, operational governance, and support processes.
• Proven ability to build strong relationships with business leaders, franchisees, vendors, and technology partners.
• Demonstrated analytical and problem-solving skills with the ability to make sound business decisions.
• Strong verbal and written communication skills with the ability to communicate effectively with both technical and non-technical audiences.
• Experience managing multiple concurrent priorities within a fast-paced operational environment.
• Demonstrated success driving process improvements and operational efficiencies.

Required Knowledge, Skills and Abilities:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business, or related field. Equivalent experience may be considered in lieu of formal education.
• Minimum of ten (10) years of experience managing a technical support team with seven (7) years of experience in a user supported service-oriented environment.
• Minimum of three (3) years of experience working with Microsoft Windows client.
• Previous experience leading and managing technical staff, including coaching, employee development, performance management, and succession planning.

Preferred Knowledge, Skills and Abilities:

• Master's degree in Information Technology, Computer Science, Business Administration, or related field or equivalent experience may be considered in lieu of formal education.
• Experience supporting Point-of-Sale (POS), Digital Ordering, Delivery Platforms, Loyalty Systems, Back Office Systems, or Restaurant Technology platforms.
• Experience supporting franchise operations and multi-unit retail or restaurant environments.
• Knowledge of release automation, DevOps practices, and deployment governance.
• Experience with ITSM platforms, monitoring solutions, and operational analytics.
• Experience supporting international restaurant operations and multi-country technology deployments.

Working Conditions:

• Works in a normal office or remote office environment.
• Requires availability during evenings, weekends, and holidays for critical operational events and major production incidents.
• Moderate travel, including travel to restaurant locations, franchise meetings, and technology conferences.
• May participate in on-call escalation processes supporting critical restaurant systems.

Disclaimer:
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
All items listed above are illustrative and not comprehensive. They are not contractual in nature and are subject to change at the discretion of Blue Line Distribution.

Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual's race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.
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