VP - IT Operations

About Grocery Outlet: Our Mission: Touching lives for the betterOur Vision: Touching lives by being the first choice for bargain-minded consumers in the U.S.Our Values & Behaviors: Achievement, Diversity, Entrepreneurship, Family, Fun, Integrity & ServiceAbout the Team: Our BT team’s mission is to push the boundaries of technology with the intention of going above and beyond to aid stores and customers and deliver timely solutions to benefit all members of Grocery Outlet. Our team consists of problem solvers and go-getters who are dedicated to being service-oriented and solving important problems.About the Role: As the VP of IT Operations, you will lead the strategy, delivery, and continuous improvement of Grocery Outlet’s core IT operations functions—Infrastructure, Network, Service Desk, and Store Technology. Your mission is to ensure seamless, scalable, and reliable technology services that power the company’s stores, warehouses, and corporate teams. You will play a critical role in driving operational maturity across infrastructure platforms, enabling innovation while delivering consistent uptime and performance. This includes leading cloud modernization, SRE adoption, automation, and the integration of service management frameworks to support our growing retail footprint. You will collaborate closely with Business Solutions, Security, and Data & Development teams to ensure that technology operations are aligned with business priorities and deliver measurable outcomes. VP of IT Operations will report to the SVP, Chief Information Officer.Responsibilities Include: Strategic Leadership & VisionDefine and execute a 3–5-year vision for IT Operations aligned with enterprise goals and transformation programsTranslate enterprise objectives into roadmaps across infrastructure, service management, and store systemsServe as a strategic partner to executive leaders, enabling operational readiness for business growthEvolve traditional infrastructure and support into a product-aligned, service-oriented modelCore Infrastructure & Technology OperationsLead enterprise-wide infrastructure services, including cloud, data center, network, end-user computing, and retail systemsOversee store Point-of-Sale platforms, hosting infrastructure, and corporate application operationsEnsure 24 × 7 service availability and performance for all production environments, including peak retail periodsDrive platform observability, resilience, and standardization across store and enterprise technologiesService Management & Operational ExcellenceBuild and mature ITIL-aligned practices (incident, change, problem, configuration)Lead service desk transformation, knowledge management, and shift-left/self-service automationChampion proactive incident management and RCA practices to reduce unplanned downtimeEstablish and monitor operational KPIs including MTTR, SLA compliance, and customer satisfactionPeople & Vendor LeadershipLead and develop a high-performing team across infrastructure, service delivery, and retail systemsBuild skills in cloud operations, automation, SRE, and field supportEstablish clear performance goals, succession plans, and learning pathwaysManage strategic vendor and MSP relationships with outcome-based SLAs and governanceFinancial & Portfolio ManagementOwn OpEx and CapEx budgets for infrastructure and operations; ensure alignment with business valueDrive efficiency through consolidation, automation, and vendor optimizationPartner with Finance and the PMO to forecast resource needs and support program deliveryProvide executive transparency into project readiness, spend, and ROIAbout The Pay: Base Salary Range: $220,000 - $250,000 AnnuallyAnnual Bonus ProgramEquity401(k) Profit SharingMedical, Dental, Vision & More!Final compensation will be determined based upon experience and skills and may vary based on location.About You: 10+ years in IT infrastructure, service delivery, or enterprise operations5+ years in senior leadership roles with strategic and operational accountabilityRetail technology experience (POS, store infrastructure) strongly preferredBachelor’s degree or equivalent combination of experience and education; advanced degree or MBA preferredHands-on, outcomes-oriented operations leader with deep infrastructure knowledge and a passion for delivering reliable, customer-focused services.You thrive in complex, fast-paced environments, and you bring discipline, structure, and strategy to everything you touch.You lead with empathy, think at enterprise scale, and deliver technology that just works.Strategic and operational thinker who drives alignment across people, process, and technologySkilled communicator with the ability to translate technical issues into business impactProven team builder and mentor; fosters a culture of accountability, ownership, and continuous learningEffective in vendor negotiations, contract management, and partner collaborationAble to operate with urgency while building long-term stabilityHigh integrity, strong business judgment, and customer-centric mindsetDeep understanding of hybrid cloud operations (AWS/Azure/GCP) and platform engineeringDemonstrated success implementing SRE, automation, and ITSM/ITIL practices at scaleExperience managing large vendor ecosystems and support teams across multiple locationsStrong command of budgeting, forecasting, and multi-year investment planningTo learn about how we collect, use and secure your personal information. Click here to see our privacy policy.Job SummaryRequisition Number: VPITO003340Job Category: Information TechnologySchedule: Full-Time