director operations manager New York, NY
Job description
We Stand For Something Good
Our secret to leading the way in hospitality? We put our people first! At Shake Shack, our mission is to Stand For Something Good in all that we do. You’ll learn lifelong skills and be empowered to make a positive impact—on our business, restaurants, and communities—all at one of the fastest growing hospitality brands in the world.
From our teams to our neighborhoods, we’re committed to always doing the right thing. Our teams are the core of what we do and what we stand for-supporting them is part of our DNA. We’ll provide you with learning and growth opportunities to set you up for success in your career. Sharing ideas, having fun, and working collaboratively isn’t just preached, it’s how we do things every day.
Director, IT Operations
The Director of IT Operations plays a central and critical role in unifying and enabling our company. This individual will be responsible for providing an enlightened service and support experience to all Shake Shack team members. They will define and execute our IT operational strategy in support of the rapidly growing Shake Shack enterprise, including providing leadership of the IT Helpdesk and ownership of end user computing that spans product ownership to support as well as hands on triage. This high visibility service-oriented role will require sourcing and developing the best people and enabling them with efficient processes and technology to ensure a great end user and guest experience. This challenging and rewarding role requires a skilled operations professional with proven experience leading teams that support a 24/7 operation including change and incident management.
Key Responsibilities
Lead technology operations strategy and execution for the enterprise. Develop IT operations processes and standards to ensure the security, availability, stability, and scalability of enterprise solutions while effectively and consistently supporting end users.
Management of the Helpdesk Support team to deliver superior customer service to Shake Shack personnel. Define consistent service models and ensure effective coverage for both Shake Shacks restaurants as well as the corporate office. Develop people and evolve the team, processes, and service standards. Set team goals that align to corporate and IT strategy and are measurable through KPIs.
Lead the IT operation from the front, exhibiting problem-solving leadership and participating in complex operational troubleshooting. Develop strategies and work directly with IT Leadership to gain alignment. Project manage strategic initiatives through implementation.
Responsible for overall End User Computing for Shake Shack restaurants, corporate office, and remote users including desktop, telephony, videoconferencing, webinars, Office 365, Exchange Online, etc
Develop and maintain an overall organizational model and resource plan to ensure effective and consistent service delivery and management of 3rd party service providers. Identify opportunities for automation, cost savings, and service quality improvement for Shake Shack end users.
Manage the IT Operations budget
Qualifications
8-10+ years related experience in a multi-unit environment (QSR or Retail Preferred)
Experience managing an IT Operations function in a $1Bn+ enterprise
Creating and developing the business case for IT O perations direction
Vendor management experience
Thorough understanding of Microsoft technologies e.g. Office 365, Exchange Online, Active Directory, etc.
Solid understanding of how to scale an IT support operation
Familiarity with ITIL or similar framework
About Us
Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table . Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we Stand for Something Good. We are expanding across the U.S. and around the world! Join our #ShackFam
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status. Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws
Pay Range - $0.00 - $0.00
About Us
Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table . Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we Stand for Something Good.
We are expanding across the U.S. and around the world! Join our #ShackFam
Shake Shack is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.
Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.
