Talent.com
SR Director of IT Operations and Service Excellence (Marlborough)

SR Director of IT Operations and Service Excellence (Marlborough)

BJ's Wholesale ClubMarlborough, MA, United States
7 days ago
Job type
  • Full-time
Job description

The SR Director of IT Operations & Service Excellence is the strategic and operational leader responsible for uptime and resiliency of systems across BJs digital and enterprise technology landscape (across applications, infrastructure and security) to provide worldclass experiences to our members and team members. The role sets the northstar for what good looks likedefining and publishing servicelevel objectives (SLOs / SLIs) and operational key resultswhile building the organizational muscle to deliver them consistently. Reporting to the VP of Infrastructure & Operations, this leader balances realtime incident response with multiyear servicereliability vision, enabling teams to see the forest through the trees and make datadriven tradeoffs.

Key Responsibilities

Strategic Leadership

  • Define and execute the multiyear IT Service Excellence maturity roadmap aligned to business objectives, cloud migration plans, uptime and resiliency requirements.
  • Craft multiyear resiliency and costoptimization roadmap aligned to company growth goals.
  • Implement IT operations best practices
  • Collaborate with product development teams and influences them to ensure reliability and scalability are considered at the design phase.
  • Partner with Enterprise Architecture to define standards for building reliable applications that are highly available and resilient.
  • Define Service Level Objectives (SLOs), Service Level Indicators (SLIs) for all critical services.
  • Foster a hightrust, blameless culture that rewards learning, experimentation, and excellence.
  • Own the IT Operations & Service Excellence budget; optimize OpEx through automation, selfservice, and vendor management.

IT Operations & Incident Management (247 Command Center, NOC & Service Desk)

  • Oversee realtime monitoring, incident triage, and majorincident management ensuring MTTR and communications SLAs are met.
  • Maintain a highperforming L1 Service Desk; drive call deflection via knowledge, AI chatbots, and selfservice password reset.
  • Publish operational metrics (MTTA, MTTR, FCR, abandon rate) with actionable insights.
  • Lead the major incident management function, including defining escalation paths, coordinating cross-functional teams, and ensuring timely communication to stakeholders
  • Oversee the entire incident lifecycle, from identification and triage to resolution and post-incident analysis, ensuring efficient and effective processes are in place.
  • Manage on-call rotations and ensure 24 by 7 coverage with major incident managers
  • Ensure a robust playbook is developed and followed during a MIM process with clearly assigned roles, communication protocols and a well defined triaging process
  • Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution

    • Change & Release Governance

  • Chair the Change Advisory Board (CAB); uphold 99%+ change success while accelerating deployment velocity.
  • Implement riskbased change classification; Ensure thoroughness of end to end testing, automated predeployment checks, rollback processes in place and postimplementation reviews.

    • Service Reliability Engineering (SRE) & Observability

  • Develop and implement SRE policies, standards, and best practices for enterprise-wide systems.
  • Lead SRE squads covering AWS, colocation data centers, network / edge, and SaaS platforms.
  • Set error budgets, reliability targets, and chaosengineering practices; ensure recovery time and point objectives (RTO / RPO) meet or exceed DR objectives and business expectations.
  • Work with Service managers overseeing SRE functions for Digital, Membership, Enterprise, and Club & Fuel systems and deliver integrated SRE.
  • Drive endtoend service designservice maps, dependency graphs, support modelsto complement observability tooling.
  • Lead the roadmap for logging, metrics, tracing, and AIOps platforms, delivering actionable insights and predictive alerting.

    • Engineering Excellence and Practices :

  • Understand the potential impact of system requirements and design choices across multiple cloud and on-premise technologies
  • Continuously work on enhancing the reliability, stability, and performance of our key platforms, being at the forefront of promoting engineering excellence, implementing best practices, and overseeing the integration of fully automated telemetry within modern DevOps frameworks
  • Advance problem detection and ensure service restoration processes are well defined
  • Utilizing cutting-edge Site Reliability Engineering methods, coupled with automated alerting and self-healing mechanisms, improve both cloud-based and on-premises systems, thereby fortifying our digital infrastructures robustness and efficiency

    • Process Ownership & Continuous Improvement

  • Codify SOPs and RACI matrices across Ops, SRE, Service Desk, and engineering partners to drive clarity of ownership.
  • Lead Lean / Kaizen initiatives that reduce toil and amplify engineering productivity.
  • Track and report OKRs; coursecorrect based on data.
  • Drive rootcause analysis (RCA) and problem management; close systemic gaps and prevent recurrence of major incidents.

    • Compliance, Security & Risk

  • Partner with Cybersecurity and Compliance teams to meet PCIDSS, SOX, and dataprivacy obligations.
  • Ensure operational controls withstand internal and external audits.

    • People Development

  • Possess robust technical expertise and leadership qualities to lead by example with a proven track record in Site Reliability Engineering
  • Foster a culture of psychological safety, empowerment, and continuous learning.
  • Coach and develop managers; Build, mentor, and retain organization spanning Service Desk, Command Center, SRE, Change Governance, Problem Management and Analytics.

    • Required Qualifications

  • Bachelors degree in Computer Science, Engineering, or related discipline (Masters preferred).
  • 15+ years of progressive IT Operations leadership with 5+ years at a Director / Head level supporting largescale, Retail and distributed environments.
  • Proven track record of leading teams through complex system outages and scalability challenges.
  • 5+ years of proven oversight of 247 operations (NOC, Service Desk) and SRE or DevOps functions.
  • Proficiency in system design and architecture, particularly in a cloud environment.
  • Demonstrated success operating hybrid cloud (AWS) and onprem datacenter environments.
  • Expertise with ITIL v4 / Service Management frameworks; ITIL certification strongly desired.
  • Experience implementing observability, AIOps, and automation platforms (e.g., ServiceNow, Ops Ramp, SolarWinds, New Relic, PagerDuty).
  • Outstanding communication skills and executive presence; able to brief Csuite on risk and performance.

    • Preferred Qualifications

  • Retail industry experience managing store, fuel, and distribution center technologies.
  • Certifications in ServiceNow.
  • Lean Six Sigma or Continuous Improvement accreditation.

    • Leadership Competencies

  • Strategic Thinking / ForestThroughtheTrees : Articulates longterm vision while executing tactically under pressure.
  • Influence & Communication :
  • Excellent verbal and written communication skills. Experience presenting to C-level executives and stakeholders.
  • Translates technical concepts into business outcomes for executives and frontline associates.
  • Servant Leadership : Builds inclusive teams and empowers others to experiment and learn.
  • Accountability : Holds self and teams to high standards; measures what matters.
  • Change Catalyst : Leads through ambiguity, driving adoption of new ways of working.

    • Work Environment & Travel

  • Hybrid work model (Westborough, MA HQ) with periodic visits to colocation data centers, distribution centers, and club locations. Afterhours or weekend availability required for major incidents or change windows. Occasional travel (
    • Create a job alert for this search

    Director Of It • Marlborough, MA, United States

    Related jobs
    • Promoted
    • New!
    Director of Technology Alliances

    Director of Technology Alliances

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Director, Technology Strategic Alliances to define and manage technology partnerships that drive revenue growth. Key Responsibilities Define and execute the global techn...Show moreLast updated: 15 hours ago
    • Promoted
    Executive Assistant to Technology Leaders

    Executive Assistant to Technology Leaders

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for an Executive Assistant, Product & Technology.Key Responsibilities Provide high-level administrative support to senior leaders, focusing on strategic initiatives Manage c...Show moreLast updated: 1 day ago
    • Promoted
    • New!
    Data Center Solution Line Director

    Data Center Solution Line Director

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Solution Line Director for Data Center.Key Responsibilities Define and own the strategic vision, roadmap, and portfolio for the Data Center solution line Lead deep dis...Show moreLast updated: 5 hours ago
    • Promoted
    • New!
    Full Stack Technical Lead Manager

    Full Stack Technical Lead Manager

    VirtualVocationsWorcester, Massachusetts, United States
    Permanent
    A company is looking for a Full-Stack Technical Lead Manager.Key Responsibilities Manage a team of engineers, ensuring quality and timeliness of software through planning meetings, code reviews, ...Show moreLast updated: 15 hours ago
    • Promoted
    IT Infrastructure Manager

    IT Infrastructure Manager

    VirtualVocationsLowell, Massachusetts, United States
    Full-time
    A company is looking for a Manager of Infrastructure Services - Remote.Key Responsibilities : Manage the Infrastructure Engineering team and processes supporting IT infrastructure Develop and exe...Show moreLast updated: 30+ days ago
    • Promoted
    Technical Enablement Manager

    Technical Enablement Manager

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Technical Enablement Manager to lead the strategy and execution of technical enablement programs for Sales Engineers and Technical Account Managers.Key Responsibilities ...Show moreLast updated: 30+ days ago
    • Promoted
    • New!
    Tennessee Executive IT Director

    Tennessee Executive IT Director

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for an Executive IT Director to provide vision and leadership for technology initiatives supporting the Department of Corrections. Key Responsibilities : Lead the STS IT workfo...Show moreLast updated: 13 hours ago
    • Promoted
    Lead Solutions Architect

    Lead Solutions Architect

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Lead, Solutions Architect.Key Responsibilities Manage and coach a team of Solutions Architects and Implementation Specialists Oversee solution design and implementatio...Show moreLast updated: 30+ days ago
    • Promoted
    • New!
    Lead Information Systems Engineer

    Lead Information Systems Engineer

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Tidal Automation Systems Engineer Lead.Key Responsibilities Serve as the primary point of contact for vendors related to the Tidal Workload Automation toolset and manag...Show moreLast updated: 13 hours ago
    • Promoted
    • New!
    Lead Professional Services Engineer

    Lead Professional Services Engineer

    VirtualVocationsLowell, Massachusetts, United States
    Full-time
    A company is looking for a Lead Professional Services Engineer, CX.Key Responsibilities Review design and implementation of integration projects by peers Lead and participate in data integration...Show moreLast updated: 9 hours ago
    • Promoted
    • New!
    Vice President of Implementation

    Vice President of Implementation

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Vice President of Implementation.Key Responsibilities Lead and scale implementation, project management, and technical services teams Build and execute a modern enterp...Show moreLast updated: 13 hours ago
    • Promoted
    Senior Infrastructure Manager

    Senior Infrastructure Manager

    VirtualVocationsLowell, Massachusetts, United States
    Full-time
    A company is looking for a Senior Manager, Infrastructure to lead the operations of their Datacenter Infrastructure team. Key Responsibilities Manage on-premise datacenter operations to ensure sta...Show moreLast updated: 30+ days ago
    • Promoted
    Senior Systems Engineer

    Senior Systems Engineer

    Leonardo DRSFitchburg, MA, United States
    Full-time
    The Leonardo DRS Naval Power Systems business is a trusted provider of innovative naval gas and hybrid power systems, control technology and support solutions for the U. Navy and navies around the w...Show moreLast updated: 4 days ago
    • Promoted
    • New!
    Configuration Manager

    Configuration Manager

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for an Operational / Technical Support Analyst III "Configuration Manager.Key Responsibilities Maintain and organize configuration settings and ensure consistent documentation ...Show moreLast updated: 17 hours ago
    • Promoted
    Senior Technology Specialist

    Senior Technology Specialist

    VirtualVocationsLowell, Massachusetts, United States
    Full-time
    A company is looking for a Senior Technology Specialist to provide technical project management and support for IT operations and infrastructure. Key Responsibilities Lead and support the planning...Show moreLast updated: 30+ days ago
    • Promoted
    • New!
    Director of IT Optimization

    Director of IT Optimization

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Director, Clinical IT Optimization.Key Responsibilities Lead and mentor an IT team focused on system optimization and continuous improvement Develop and implement stra...Show moreLast updated: 7 hours ago
    • Promoted
    • New!
    Senior Director of Technology Consulting

    Senior Director of Technology Consulting

    VirtualVocationsLowell, Massachusetts, United States
    Full-time
    A company is looking for a Senior Director, Technology Consulting.Key Responsibilities Participate in account planning for strategic accounts to leverage technology solutions for revenue growth ...Show moreLast updated: 5 hours ago
    • Promoted
    • New!
    Director of Technical Support

    Director of Technical Support

    VirtualVocationsWorcester, Massachusetts, United States
    Full-time
    A company is looking for a Director of Technical Support.Key Responsibilities Build strong cross-departmental relationships and serve as a trusted adviser to global teams Contribute to the Globa...Show moreLast updated: 11 hours ago
    • Promoted
    Senior IT Solutions Architect

    Senior IT Solutions Architect

    WerfenBedford, MA, United States
    Full-time
    Bedford - 180 Hartwell Road Bedford, Massachusetts 01730 United States.Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specia...Show moreLast updated: 30+ days ago
    • Promoted
    Principal Systems Application Engineer

    Principal Systems Application Engineer

    1010 Analog Devices Inc.Wilmington, MA, United States
    Full-time +1
    NASDAQ : ADI ) is a global semiconductor leader that bridges the physical and digital worlds to enable breakthroughs at the Intelligent Edge. ADI combines analog, digital, and software technologie...Show moreLast updated: 13 days ago