Director of Technology
Job Summary: The Director of Technology is responsible for leading, scaling, and modernizing Saxbys’ IT function to support reliable day-to-day operations and continued multi-unit growth across our current and projected footprint. This role owns the full IT operating model, including internal resources, outsourced partners, and technology vendors, with a particular focus on supporting new cafe openings across multiple geographies. The Director will build a resilient, scalable, and service-oriented IT organization that aligns with Saxbys’ mission to Make Life Better.
What You Will Own
- IT Leadership & Strategy: Serve as the IT leader, setting vision, standards, and priorities aligned with company growth plans. Translate operational needs into scalable technology solutions and manage the IT budget to ensure cost-effectiveness and maximized ROI. Establish clear IT governance, intake, prioritization, and escalation models.
- Org Design & Vendor Management: Drive decisions related to internal staffing versus outsourced support, particularly during "burst" periods of new cafe openings. Develop a scalable organization that optimizes the service and ROI between a small internal IT team and relevant MSP/vendor relationships. Negotiate contracts, manage renewals, and ensure vendors meet performance expectations.
- Cafe Technology: Design, configure, and deploy technology infrastructure, networks, and POS for new cafe openings. Oversee the use of technology to enhance the guest experience, including 1st and 3rd party ordering platforms, the Saxbys App, and core systems like Toast (POS) and XtraChef (Inventory). Manage in-cafe hardware such as digital signage, security cameras, POS/printers, and tablets.
- New Cafe Openings & Expansion: Own IT project management and execution for all new cafe openings. Design scalable deployment models for predictable seasonal opening surges (Aug–Oct, Jan–Feb). Coordinate hardware procurement, POS setup, and network connectivity to ensure cafes are operationally ready at opening and stable post-launch.
- Infrastructure, Security & Compliance: Oversee the design and maintenance of company IT infrastructure, including networks, servers, identity management, MDM, and cloud services. Develop and implement security policies to protect data from cyber threats, ensuring compliance with PCI DSS and CCPA. Conduct regular security audits and oversee team training on best practices.
- IT Operations & Reliability: Ensure consistent uptime and reliability across all cafe and HQ systems. Define and enforce service levels (SLAs) and incident response protocols. Monitor performance, identify systemic issues, and maintain comprehensive documentation and SOPs for all IT systems and procedures.
- Data & Application Management: Develop and implement a data management strategy to ensure quality, accuracy, and accessibility. Oversee the development of data analytics dashboards to support business decision-making. Partner with stakeholders to select and maintain business applications (Accounting, HRIS, Inventory) to ensure effective integration.
- Team Leadership: Lead and develop a small internal IT team, creating clarity around roles, responsibilities, and expectations. Build documentation and knowledge-sharing practices to reduce single points of failure.
Who You Will Support
- Operations Team: Ensure technology supports seamless daily operations and guest experiences
- People Operations & Accounting Teams: Support the selection and maintenance of HRIS and financial systems.
- Marketing Team: Collaborate on the Saxbys App and digital guest engagement platforms.
- Partner Development Team: Provide technology infrastructure and support for new university partnerships.
- Company Wide: Manage device planning, distribution, and troubleshooting across all departments — including laptops and conference systems.
Who You Will Supervise
This position will supervise a small internal IT team and manage relationships with relevant Managed Service Providers (MSPs) and technology vendors.
What Success Looks Like
- 99.9% uptime for all critical cafe and HQ technology systems
- 100% of new cafe openings completed on schedule with fully functional and stable IT infrastructure
- IT budget maintained within established targets while maximizing ROI on technology investments
- Successful completion of annual security audits and maintenance of PCI DSS compliance
- Establishment of a service-oriented IT culture with high internal stakeholder satisfaction scores
Where You Excel
- Strategic IT Planning & Vision
- Scalable Systems Architecture
- Vendor & Contract Management
- Project Management
- Problem Solving & Incident Response
- Cross-Functional Collaboration
What You Have Done
- 7+ years of progressive IT leadership experience, preferably in retail, hospitality, or a multi-unit environment
- Proven track record of scaling IT infrastructure to support rapid organizational growth
- Demonstrated experience managing MSPs and complex vendor ecosystems
- Strong knowledge of POS systems (Toast experience is a plus) and cafe-specific technology
- Experience implementing and managing security frameworks and compliance standards (PCI, CCPA)
- Bachelor’s degree in Information Technology, Computer Science, or a related field
What is Required
- Support, exhibit, and promote Saxbys Mission and Core Values in all daily activities.
- Travel Requirement up to 20%
- Valid driver's license
- Physical requirements:
- Able to stoop and kneel
- Push, pull, lift or carry up to 35 lbs
- Ascend or descend ladders, stairs, ramps