IS Director of Operations

IS Director of Operations

SUMMARY
Directs staff responsible for supporting store and distribution center (DC) technology including POS register and server hardware, time clocks, wireless networks, scanners, handheld computing devices and various peripherals. Responsible for vendor management of store and DC maintenance contracts, including the monitoring of service level agreements. Responsible for tracking and securing PetSmart’s IS infrastructure asset base and the IS warehouse/depot operation. In addition, responsible for ensuring the needed support to deploy IS infrastructure required for both new stores and new distribution centers. Budget responsibility includes spend for maintenance and deployment of infrastructure to new stores and distribution centers. Responsible for architecting and building solutions for store and DC infrastructure solutions.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide input into technical direction of store and distribution center infrastructure.

Coordinate and manage multiple projects across stores and distribution centers, including new store deployment.

Manage vendors contracted to provide support for PetSmart’s infrastructure.

Evaluate the effectiveness of staff performance in support of user requirements as well as technical resources.

Responsible for staff career development, performance management, pay determination, and communication of the above.

Coordinate with other leaders to integrate projects with other administration and decisions.

Manage budget, assets and contracts associated with procuring and maintaining all store and distribution center infrastructure.

Maintain high levels of customer service as a part of supporting the business use of information systems, by managing both first and second level support.

SUPERVISORY RESPONSIBILITIES

Directly manages 3 managers and indirectly manages approximately 25-30 associates in the Technical Services department. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; rewarding and disciplining associates; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE

Bachelor’s degree in computer science, information systems or related discipline. 10+ years of experience in information systems, involving some combination of retail/distribution systems, maintenance/support, help desk, asset management and vendor management.

TECHNICAL SKILLS

Strong technical background, preferably in a hands-on environment. Experience with POS technologies including registers, scanners, mobile computing devices, desktops/laptops and wireless networks is required. Familiarity with virtual desktop technology is preferred.

Firm understanding of basic networking principles, security principles and topologies.

Works on the complex systems and issues, able to interact well with store operations, field managers, store and distribution center staff under all circumstances.

Familiar with ITIL concepts and models. Understands incident, problem and change management, as well as escalation concepts.

COMMUNICATIONS AND INTERPERSONAL SKILLS

Independently identifies and addresses documentation needs.

Able to communicate on both conceptual and technical areas in the relevant technologies.

Able to communicate effectively and comfortably with all levels of management.

Must be able to perform successfully in a team environment.

BUSINESS KNOWLEDGE

Understands the roles and functions of the primary user community in a retail environment.

Able to grasp big-picture concepts and interprets the roles and responsibilities of the technical team to help perceive impact and accountability.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.