Position Summary

The Director of Technology Services provides strategic and operational leadership for the organization’s technology services, ensuring reliable, secure, and scalable systems that support exceptional guest and employee experiences. This role leads infrastructure, applications, and service desk teams, establishes clear priorities and accountability, and drives both delivery and adoption of technology solutions while planning for future growth.

The Director plays a critical role in aligning technology with business processes across HR, Finance, Hospitality Operations, Sales, and Events to deliver a standardized, scalable, and frictionless technology experience across hospitality, sports, dining, and entertainment environments.

 

WHAT YOU’LL BE DOING:

May include, but not limited to:

 

Technology Leadership & Strategy

• Provide leadership and direction across Technology Services teams.

• Set priorities aligned with organizational goals, operational needs, and guest experience outcomes.

• Develop and maintain a multi-year technology roadmap supporting growth, scalability, and innovation.

• Own application lifecycle management, including selection, implementation, optimization, and retirement.

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Team Leadership & Development

• Lead, coach, and develop infrastructure, applications, and service desk teams.

• Build a culture of accountability, collaboration, service orientation, and continuous improvement.

• Ensure teams have clear roles, expectations, and performance metrics aligned to business outcomes.

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Application & Platform Management

• Provide strategic oversight of core enterprise and operational platforms, including Workday, Northstar, Toast POS, and Google Workspace.

• Ensure applications are effectively integrated, well-adopted, and aligned with evolving business needs.

• Balance standardization with flexibility to support consistent operations while enabling growth and change.

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Operations & Service Delivery

• Oversee day-to-day technology operations, ensuring high availability, security, and performance.

• Lead service desk operations to deliver timely, high-quality support with a strong customer service mindset.

• Implement and monitor SLAs, incident management, and escalation processes to ensure operational discipline.

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Project, Change & Adoption Management

• Lead and oversee technology initiatives from planning through execution, delivery, and sustained adoption.

• Establish standardized project and change management practices that support consistency and scalability.

• Drive adoption, not just delivery, by anticipating resistance and proactively managing change.

• Partner with business leaders to align timing, messaging, and expectations, ensuring teams understand the purpose and impact of technology changes.

 

Innovation & Continuous Improvement

• Encourage experimentation, learning, and new ways of working to improve outcomes.

• Identify opportunities to reduce friction, improve efficiency, and streamline systems and processes.

• Evaluate and implement technologies that enhance guest experience, employee experience, and operational effectiveness.

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Reporting & Impact Measurement

• Develop clear reporting on technology performance, project progress, service quality, and business impact.

• Translate technical outcomes into business-relevant insights for senior leadership.

• Use data to guide prioritization, investment decisions, and continuous improvement.

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Guest Experience & Business Partnership

• Partner closely with HR, Finance, Hospitality Operations, Sales, Events, and Marketing teams to ensure technology supports seamless employee and guest journeys.

• Serve as a trusted advisor who understands operational realities and translates them into effective technology solutions.

• Proactively identify and resolve technology friction points that impact guests or employees.

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Future Planning & Growth

• Plan for scalability, resiliency, and future growth across systems, applications, and infrastructure.

• Lead budgeting, vendor management, and long-term capacity planning.

• Anticipate future needs related to new venues, experiences, and digital platforms.

 

WHAT YOU NEED FOR THIS POSITION:

Required

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent experience.

• 10+ years of progressive experience in technology leadership or IT management.

• Proven experience leading infrastructure, applications, and service desk teams.

• Strong project management, change leadership, and operational execution skills.

• Ability to communicate clearly with both technical and non-technical stakeholders.

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Preferred

• Experience in hospitality, sports, entertainment, or other consumer-facing environments.

• Experience with enterprise and operational platforms such as Workday, Toast POS, and collaboration tools like Google Workspace.

• Familiarity with cloud infrastructure, enterprise applications, and service management frameworks.

• Experience leading technology organizations through growth, transformation, or modernization initiatives.

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ESSENTIAL JOB RESULTS:

• Technology teams operate with clarity, accountability, and confidence.

• Systems are standardized, reliable, secure, and scalable.

• Technology is intuitive, well adopted, and supports consistent ways of working for both guests and employees.

• Projects deliver measurable business value and support long-term organizational growth.