[Hiring] Director of Technology Enablement @Papa Johns

Role Description

The Director of Technology Enablement is responsible for the daily operational stability, service performance, and execution of core technology operations across cloud, infrastructure, networks, enterprise platforms, and service delivery. This role ensures production environments remain highly available, fully supported, secure, and compliant, and that operational processes run with discipline, repeatability, and measurable outcomes. This role will also serve as a SME liaison across all of the Technology and Infrastructure group, helping to maximize collaboration beginning with all the foundational compute layout (architecture and networking), to enterprise platform design and build phases, all the way through site reliability and monitoring and observability after production implementations.

Duties and Responsibilities

• Operational Command & Production Stability
  • Own 24/7 operational responsibility for all production systems, platforms, and services.
  • Establish and manage daily operational health checks, system dashboards, and service reviews.
  • Lead Major Incident Management (MIM) with defined escalation paths, communicator roles, and incident commander playbooks.
  • Maintain runbooks, failover plans, and operational procedures for all critical services.
• Service Delivery & Support Operations
  • Manage Tier 1–3 operational support teams across infrastructure, cloud, network, SRE/DevOps, and application operations.
  • Execute on SLA/OLA frameworks and enforce response/resolution timelines.
  • Oversee service desk operations including ITSM workflows (incidents, requests, changes, problems, knowledge).
  • Ensure operational readiness for new applications, releases, or infrastructure deployments.
• Change, Release, & Deployment Operations
  • Help lead the Change Advisory Board (CAB) weekly sessions and enforce change management guardrails.
  • Ensure controlled release pipelines, deployment windows, rollback procedures, and post-change validation steps.
  • Maintain a controlled maintenance calendar coordinating across all service owners.
• Incident, Problem, and RCA Execution
  • Enforce clear MTTA/MTTR targets for high-severity events.
  • Oversee Root Cause Analysis (RCA) processes, ensuring corrective actions and preventative measures are completed.
  • Track incident trends, repeat failures, and configuration drift.
  • Oversee problem-management routines and drive long-term stability improvements.
• Monitoring, Observability & Operational Analytics
  • Manage real-time operations dashboards: availability, latency, saturation, capacity, and error rates.
  • Ensure proactive alerting, threshold tuning, false-positive reduction, and early-warning detection.
  • Run weekly operations review meetings with service owners using KPI-driven analysis.
  • Drive capacity monitoring across cloud and data center environments (compute, storage, network).
• Infrastructure & Cloud Operations Execution
  • Ensure patching schedules, backup success rates, restore testing, and disaster recovery drills are consistently executed.
  • Govern configuration management, standard builds, and environment consistency across dev/test/prod.
  • Manage provisioning, resource tagging, lease expiration, cost monitoring, and capacity allocation.
  • Maintain operational hygiene: certificate renewals, OS lifecycle management, etc.
  • Add operational POV to all architectural, networking, storage, and information lifecycle management elements of our PJI technology ecosystem.
• Operational Governance, Compliance, & Risk Management
  • Own operational controls related to security, compliance, and audit readiness.
  • Ensure completion of vulnerability remediation cycles, compliance evidence, and operational control testing.
  • Maintain DR runbooks, RTO/RPO compliance, and oversee annual or semiannual DR failover exercises.
  • Maintain asset inventories, CMDB accuracy, and configuration baselines.
  • Lead technology FinOps practice to streamline and maximize our annual budgetary commitments and vendor partnerships.
• Workforce Management & Operational Performance
  • Manage shift scheduling, on-call rotations, follow-the-sun support models, and operational staffing levels.
  • Ensure operational training, certification, and cross-skilling of team members.
  • Run operational playbook updates, SOP reviews, and continuous improvement initiatives.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field
• Relevant certifications such as ITIL, CompTIA, or cloud platform certifications (AWS, Azure, or Google Cloud) preferred
• Proven experience in IT operations, service management, or infrastructure support
• Strong understanding of SLOs/SLAs and incident management best practices
• Experience with change management, patch management, and vulnerability remediation

Functional Skills

• Monitoring and ensuring service availability according to SLO/SLA requirements
• Incident detection, triage, and resolution with focus on reducing MTTD/MTTR
• Implementing and tracking changes, analyzing change success rates, and minimizing change-related incidents
• Root cause analysis to prevent incident recurrence
• Managing patch compliance and closing vulnerabilities within defined timelines
• Coordinating and validating backups and disaster recovery tests
• Optimizing operational costs and managing cloud/infrastructure spending
• Fulfilling service requests efficiently and maintaining accurate operational documentation (runbooks, SOPs, diagrams, CMDB)
• Planning strategy for compute capacity growth and expansion needs

Our Values

• EVERYONE BELONGS – We believe connectedness and belonging are the essential ingredients to our success.
• DO THE RIGHT THING – We are relentlessly focused on quality and integrity and make the right choices, even when it's difficult.
• PEOPLE FIRST – To craft positive experiences for our customers, we take care of each other first.
• INNOVATE TO WIN – We champion and challenge for a better way in all we do.
• HAVE FUN – We find joy, create meaningful impact and celebrate the journey together.

Our Core Competencies

• CUSTOMER CENTRIC - We leverage data and insights to craft a customer experience that builds relationships, cultivates trust, and delivers excellence.
• RESULTS DRIVEN – We focus on measurable outcomes by remaining optimistic, tenacious, and persistent even in the face of challenges.
• CONTINUOUS IMPROVEMENT – We champion for better through strategic risk taking, experimentation and challenging the status quo.
• BIAS FOR ACTION – We courageously lead, drive towards decisions, and maintain agility to meet the demands of our dynamic industry.
• WINNING TOGETHER – We work together to unlock our full potential by actively collaborating and contributing in a cross-functional capacity.