Job Purpose/Role
The Director of Technology Operations is responsible for leading and optimizing the end-to-end technology ecosystem that supports TD Techs retail platform, including ERP(In house development)/POS software, handheld devices, store infrastructure, and operational tools. This role ensures the seamless integration, support, and performance of all retail technology componentsfrom software systems and hardware assets to network infrastructure and training programs. By aligning technical operations with business goals, the Director enables scalable, secure, and efficient retail environments across stores and offices, while driving SLA, innovation, automation, and service excellence.
Key Responsibilities
- Reports to: Chief Technology Officer (CTO)
- Department Oversight: Directly oversees the Heads of Platform Support, Technical Support, and IT Operations
- Strategic Alignment: Ensures all three departments align with the companys technology strategy, goals, and compliance standards
- Performance Management: Sets and reviews OKRs across departments, ensuring cross-functional collaboration and accountability
- Process Optimization: Leads initiatives to streamline operations, reduce manual work through automation, and improve service delivery across departments
- Budget Oversight: Manages departmental budgets, resource allocation, and cost optimization strategies
- Technology Governance: Ensures consistent application of policies, procedures, and standards across all technology operations
- Risk Management: Identifies and mitigates risks related to infrastructure, platform support, and operational continuity
- Talent Development: Oversees recruitment, retention, and career development strategies for all technical staff
- Stakeholder Communication: Acts as a key liaison between technology teams and executive leadership, translating technical insights into business value
- Innovation Leadership: Encourages adoption of emerging technologies and continuous improvement across all operational areas
- Inventory Management: Oversees the tracking, procurement, maintenance, and lifecycle of hardware and software assets across departments
- SOP Development & Enforcement: Establishes, maintains, and ensures adherence to Standard Operating Procedures (SOPs) for all technical operations to ensure consistency, compliance, and efficiency
Key Requirements/Skills/Experience
- Bachelors or Masters degree in Computer Science, Engineering, or related field
- Minimum 15 years of experience in IT operations, platform support, and hardware management
- Proven leadership in managing multiple technical departments
- Strong strategic thinking and cross-functional collaboration skills
- Deep understanding of Hardware and GCP technologies
- Excellent communication, negotiation, and stakeholder management skills
- Experience in budgeting, performance evaluation, and organizational transformation
- Ability to manage complex projects and drive operational excellence
