We have partnered with our client in their search for an IT Operations Senior Consultant.
The Director, Head of IT Operations & Service Excellence is the strategic and operational leader responsible for uptime, resiliency, and world?class member experiences across BJ’s digital and enterprise technology landscape. The role sets the "north?star" for what “good” looks like—defining and publishing service?level objectives (SLOs/SLIs) and operational key results—while building the organizational muscle to deliver them consistently. Reporting to the VP of Infrastructure Solutions, this leader balances real?time incident response with multi?year service?reliability vision, enabling teams to see the forest through the trees and make data?driven trade?offs.
Key Responsibilities
Strategic Leadership
- Define and execute the multi?year IT Operations roadmap aligned to business objectives, cloud migration plans, and resiliency requirements.
- Own the IT Operations & Service Excellence budget; optimize OpEx through automation, self?service, and vendor management.
IT Operations & Incident Management (24×7 Command Center, NOC & Service Desk)
- Oversee real?time monitoring, incident triage, and major?incident management ensuring MTTR and communications SLAs are met.
- Maintain a high?performing L1 Service Desk; drive call deflection via knowledge, AI chatbots, and self?service password reset.
- Publish operational metrics (MTTA, MTTR, FCR, abandon rate) with actionable insights.
Change & Release Governance
- Chair the Change Advisory Board (CAB); uphold 99%+ change success while accelerating deployment velocity.
- Implement risk?based change classification, automated pre?deployment checks, and post?implementation reviews.
Service Reliability Engineering (SRE) & Observability
- Lead SRE squads covering AWS, colocation data centers, network/edge, and SaaS platforms.
- Set error budgets, reliability targets, and chaos?engineering 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 end?to?end service design—service maps, dependency graphs, support models—to complement observability tooling.
- Lead the roadmap for logging, metrics, tracing, and AIOps platforms, delivering actionable insights and predictive alerting.
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; course?correct based on data.
- Drive root?cause 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 PCI?DSS, SOX, and data?privacy obligations.
- Ensure operational controls withstand internal and external audits.
Strategy, Leadership & People Development
- Craft multi?year resiliency and cost?optimization roadmap aligned to company growth goals.
- 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.
- Foster a high?trust, blameless culture that rewards learning, experimentation, and excellence.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or related discipline (Master’s preferred).
- 15+ years of progressive IT Operations leadership with 5+ years at a Director/Head level supporting large?scale, Retail and distributed environments.
- Proven oversight of 24×7 operations (NOC, Service Desk) and SRE or DevOps functions.
- Demonstrated success operating hybrid cloud (AWS) and on?prem data?center 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 C?suite 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 / “Forest?Through?the?Trees”: Articulates long?term vision while executing tactically under pressure.
- Influence & Communication: 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. Occasional after?hours or weekend availability required for major incidents or change windows. Occasional travel (<10%) to BJ’s club locations and technology partners.
Title; IT Operations Senior Consultant
Location: Marlboro, MA
Client Industry: Consumer
Compensation: $90-$110/hour
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