Role OverviewThe Head of Cloud, Platforms & Security is accountable for the reliability, scalability, and security of rag & bone's technology foundation. This leader ensures that all business-critical systems operate with maximum uptime, resilience, and performance, enabling seamless retail, e-commerce, and enterprise operations.
This role sits at the intersection of infrastructure, security, and modern platform engineering, driving a shift from traditional IT operations to a highly automated, AI-enabled, and resilient digital backbone.
The ideal candidate combines operational rigor with forward-thinking innovation, leveraging automation and AI to scale capabilities without proportional cost increases, while delivering an exceptional employee experience.
Key ResponsibilitiesPlatform Reliability & Resilience- Own end-to-end availability and performance of all business-critical systems (POS, eCommerce, ERP, integrations, networks).
- Define and enforce SLOs/SLAs for uptime, latency, and incident response.
- Lead the design and implementation of resilient architectures (failover, redundancy, disaster recovery).
- Establish proactive monitoring, observability, and incident management practices.
Cloud & Infrastructure Strategy- Own and evolve the cloud strategy (Azure-first), ensuring scalability, cost optimization, and security.
- Drive adoption of platform engineering principles (self-service infrastructure, standardized environments).
- Modernize infrastructure toward API-driven, composable architecture aligned with the Data Hub vision.
- Continuously optimize cloud spend vs performance.
Network & Store Connectivity- Ensure reliable, secure, and high-performance connectivity across all retail stores, offices, and distribution environments.
- Own vendor relationships for ISP, SD-WAN, and network services.
- Minimize downtime through redundant connectivity and intelligent failover strategies.
- Deliver consistent in-store experience supporting POS, clienteling, and omnichannel services.
Security & Risk Management- Lead enterprise-wide cybersecurity strategy, including identity, endpoint, network, and cloud security.
- Ensure compliance with audit requirements, and data protection standards.
- Drive continuous improvement in threat detection, response, and employee security awareness.
- Partner with leadership to manage risk posture and incident readiness.
IT Operations & Vendor Management- Oversee IT operations including service desk, infrastructure support, and managed services.
- Manage strategic vendors and partners to ensure performance, accountability, and cost efficiency.
- Establish clear KPIs and SLAs across all external providers.
- Drive a culture of operational excellence and continuous improvement.
Employee Experience & Support Excellence- Own the end-user technology experience across corporate and retail.
- Drive improvements in:
- CSAT (Customer Satisfaction)
- Ticket resolution times and SLA compliance
- Deliver modern, frictionless tools and support aligned with a digital-first workplace.
- Elevate IT from a support function to a product-oriented service organization.
AI, Automation & Future-Ready Operations- Lead the adoption of AI and automation across IT operations (AIOps, self-healing systems, intelligent support).
- Reduce manual effort through:
- Automated provisioning and deployments
- Intelligent incident management
- AI-powered service desk capabilities
- Build a scalable operating model that supports growth without linear cost increases.
- Stay at the forefront of emerging technologies to continuously evolve the platform.
Key Success Metrics- System Availability / Uptime (%)
- Mean Time to Detect (MTTD) & Resolve (MTTR)
- Store connectivity uptime
- CSAT (Employee Experience)
- Ticket SLA compliance
- Cloud cost efficiency (cost vs usage)
- Security posture & audit outcomes
- Automation rate / reduction in manual operations
Qualifications & ExperienceRequired- 10-15+ years in IT infrastructure, cloud, and security leadership roles
- Proven experience managing enterprise-scale cloud environments (Azure preferred)
- Strong background in networking and distributed retail environments
- Deep expertise in IT operations, incident management, and reliability engineering
- Experience managing third-party vendors and managed services at scale
Preferred- Experience in retail, fashion, or omnichannel environments
- Exposure to modern composable architectures and Data Hub concepts
- Familiarity with AI-driven IT operations (AIOps) and automation platforms
- Strong understanding of identity (Entra ID), endpoint management, and Zero Trust security
Leadership Profile- Operates with a product mindset, not just service delivery
- Balances operational discipline with innovation
- Data-driven decision maker with strong execution rigor
- Communicates effectively with executive leadership and business stakeholders
- Builds high-performing teams aligned with future-ready capabilities
Why This Role MattersThis role is critical to enabling rag & bone's transformation into a
data- and AI-led organization. By building a
resilient, secure, and intelligent platform foundation, the Senior Director will directly power innovation across commerce, supply chain, and customer experience.
Benefits - Paid Time Off
- Clothing Allowance
- Generous Employee Discount
- Paid Parental Leave
- Membership to Calm and access to other wellness benefits
- Medical, dental, vision and ancillary benefits
- 401k
Our in office policy is in office, 4 days a week with 1 remote.
Salary: The target salary for this role is $220,000 based on candidates' experience and expectations.
