Senior Manager, IT

The Senior Manager, IT, Canada Field Services provides strategic leadership for field technology deployment and support operations across Aramark Canada client locations, ensuring consistent, high-quality execution in a diverse, multi-site environment. This role has enterprise-level impact on consumer, operator, partner, and employee-facing applications at client sites, including point-of-sale (POS), consumer-facing technologies, and other business-critical hospitality systems.

Reporting to the Senior Director of IT, this role leads the Canada Field Services organization by setting deployment strategy, service standards, and performance metrics, while driving measurable outcomes for service reliability and the end-user experience. The incumbent operates in a highly matrixed environment, partnering closely with Operations, Hospitality Excellence, Product, Vendors and Client teams to translate field and operator needs into clear priorities, delivery plans, and sustained improvements.

Remote work is supported; travel is required approximately 10%. Occasional after-hours and weekend work may be required to support deployment cutovers and time-sensitive operational issues.

Job Responsibilities

• Support and execute the Canada Field Services and deployment strategy, ensuring field support, deployments, and operational initiatives are delivered consistently and aligned to enterprise IT objectives and business priorities.
• Own accountability for service performance and operational outcomes across Canada, including clear service expectations, resource plans, milestone commitments, and measurable results for operators, clients, and end users.
• Establish and govern SLAs, KPIs, and service metrics; use ServiceNow, analytics, and root-cause insights to drive continuous improvement, increase value, reduce cost, and improve service reliability.
• Lead, develop, and coach the Field Services team through clear accountability, performance oversight, and capability building to ensure strong execution, quality, and a consistent customer experience.
• Standardize and continuously improve field support and deployment methodologies, playbooks, tooling, documentation, and training to ensure repeatable delivery across a diverse, multi-site environment.
• Serve as the senior escalation point for major incidents and complex operational issues, ensuring timely restoration, effective communications, and cross-functional alignment.
• Partner with application, infrastructure, security, operations, and business stakeholders to deliver field technology commitments, representing the voice of operations and field end users in prioritization and roadmap decisions.
• Own strategic vendor and internal partner relationships; monitor performance against SLAs, remove delivery blockers, and escalate issues to protect service quality.
• Identify and mitigate operational, technical, and service continuity risks for Canada field technology, ensuring mitigation plans are resourced, tracked, and delivered to closure.
• Act as the Canada Field Services technology SME and advocate, providing leadership guidance on operational challenges, standards, and roadmaps.

Qualifications

• Bachelor’s degree in information technology, Information Systems, or related field

• 7+ years of progressive IT experience with large-scale hospitality and point-of-sale technology deployments
• Proven ability to lead, coach, and develop a high-performing team while coordinating effectively with cross-functional stakeholders
• Strong program/project leadership: roadmaps, multi-initiative delivery, change management, and end-to-end execution in a fast-paced environment
• Deep knowledge of hospitality technologies and workflows
• Strong analytical, organizational, and problem-solving skills; uses data and root-cause insights to drive continuous improvement
• Excellent communication and relationship-building skills with stakeholders at all levels; effective cross-functional collaborator
• Ability to influence without authority and navigate complex, matrixed stakeholder environments