Director It - Store Support

Requisition ID: 176414

Career Group: Corporate Office Careers

Job Category: IT Store Support

Travel Requirements: 0 - 10%

Job Type: Full-Time

Country: Canada (CA)

Province: Nova Scotia; Alberta; British Columbia; Ontario

City: Stellarton / Calgary / Vancouver / Mississauga

Location: Foord St. Office, Calgary Office, Tahoe Office, Vancouver Office

Postal Code: B0K 1S0

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.

All career opportunities will be open a minimum of 5 business days from the date of posting.

Ready to Make an impact?

Sobeys is full of exciting opportunities and we are always looking for bright new talent to join our team! We currently have a full-time opportunity for an Director IT - Store Support. This role can be based out of one our main offices including: Stellarton, NS; Mississauga, ON; Alberta, AB; Vancouver, BC.

• This position will be responsible for championing best practices and managing a team focused on end user hardware and end point support across our national store network as well as our warehouses and offices. The Director role will provide overall direction for end user technology products and processes while assessing enterprise functional needs and implementing technology solutions to support them
• The Director of Store Support and End User Computing will report to the Vice President of Information Technology Operations Transformation. The position provides leadership for a central department within the Division of Information Technology Services.

Here’s Where You’ll Be Focusing

KEY RESPONSIBILITIES INCLUDE:

• Create an environment that supports customer self-service and automation / self-healing of routine service issues.
• Develop and lead cross-process compliance and design coordination within the operations team and cross-functionally throughout the IT Organization.
• Focus on harmonization, SLA (Service Level Agreement) maturity, Maintenance agreements, root cause analysis via problem management and incident management
• Manage internal and external support SLA’s and reporting of same; ensure monitoring of incident tickets to manage support KPI’s and areas for improvement
• Ensure that Disaster Recovery playbooks are in place and maintained and tested
• Interface with other IT teams and some business unit leads to ensure collaboration and coordinated strategy to meet goals and objectives.
• Manage departmental Capital and operating budgets and forecast appropriately.
• Stay abreast of trends in end-user support, management, technologies, sourcing, and other market trends
• Other related duties as assigned.
• Second -Level support for all store systems.
• Will be responsible for on-call duties and response to emergencies / escalations as needed.
• Document, analyze, track, and resolve problems as they relate to Store Systems and Office worker devices.
• Manage IMAC activities for all stores
• Develop a multi-year roadmap for Store IT hardware, and Third-party support arrangements that transforms from regional operational models to a national model.
• Evaluate past problem history and develop historical trends in order to improve future performance
• Drive employee engagement by providing leadership, coaching and development to your team
• The national model should be focused on driving, scalability, simplification, and observability to drive improved customer experience while enabling efficiency and modernization
• Build a high performing team focused on a Store / end user first culture, teamwork, communications, partnership, and team excellence
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Manage and ensure compliance of IT solutions to both security and other regulatory requirements

Minimum Qualifications

What you have to offer:

• Bachelor's degree in Computer Science or related field AND minimum of 10 years demonstrated experience in Retail support / Information technology.

Preferred Qualifications

• Bilingualism (French & English) an asset
• Strong knowledge of ITIL framework and have managed transformation and ongoing operations of Retail and Office technology support.
• Knowledge of ServiceNow™.

Knowledge Skills And Abilities

• Technical competence (understand service offerings, etc.).
• Solid understanding of retail store end user hardware, best practices, and ability to understand how new innovations, enhancements and platforms can contribute to a positive experience
• Motivated, goal oriented, persistent and a skilled negotiator.
• Handles stressful situations and deadline pressures well.
• High level of initiative and work well in a team environment.
• Plans and carries out responsibilities with minimal direction.
• Demonstrated experience in leading process improvement and organization change initiatives.
• Ability to work with people from a variety of different culturally diverse backgrounds.
• Excellent presentation, time management, and collaborating skills.

#DigitalatSobeys

We offer teammates competitive total compensation packages that will vary by role and location. Some websites share our job opportunities and may provide salary estimates without our knowledge. These estimates are based on similar jobs and postings for general comparison, but these numbers are not provided by or monitored for accuracy by our organization. We look forward to discussing the specific compensation details relevant to this role with candidates who are selected to move forward in the recruitment process.

Sobeys is committed to accommodating applicants with disabilities throughout the hiring process and will work with applicants requesting accommodation at any stage of this process.

While all responses are appreciated only those being considered for interviews will be acknowledged.

We appreciate the interest from the Staffing industry however respectfully request no calls or unsolicited resumes from Agencies.