8 PROLOGIS BOULEVARD UNIT 402 MISSISSAUGA ONTARIO L5W 0G9

Job Title: IT Manager

New Position: Yes

Salary Band: $99,600 - $127,100 annually

About the Role

Reporting to the Chief Financial Officer, the IT Manager is responsible for the leadership, management, and optimization of ONroute's IT infrastructure and systems across all locations.

This role ensures the stability, performance, and security of key technology platforms, including POS systems, internal business systems, and network infrastructure. The IT Manager works closely with third-party IT consultants, vendors, and internal stakeholders to deliver reliable, scalable, and efficient technology solutions that support operational excellence and an exceptional guest experience.

The IT Manager acts as a hands-on technical leader and subject matter expert (SME), driving continuous improvement, troubleshooting issues, and ensuring technology enables business success across the organization.

Key Responsibilities

IT Infrastructure & Systems Management

Leads the management, maintenance, and continuous improvement of IT infrastructure, including networks, hardware, POS systems, kiosks, and internal platforms e.g., Microsoft Office, Dayforce, Crunch Time
Ensures high system availability, performance, and reliability across all ONroute locations.
Oversees system upgrades, patches, and lifecycle management of IT assets.
Monitors system performance and proactively identifies opportunities for optimization and modernization.

POS & Operational Technology

Owns the performance and uptime of POS systems across all plazas, ensuring seamless transaction processing and minimal disruption to operations.
Partners with resource centre, operations and brand teams to support POS enhancements, integrations, and issue resolution.
Ensures consistency and standardization of POS, kiosk configurations, and processes across locations.

Vendor & Consultant Management

Manages relationships with external IT consultants, service providers, and vendors to ensure quality delivery and accountability.
Acts as the primary point of contact for outsourced IT support functions.
Negotiates contracts, monitors service levels (SLAs), and drives vendor performance improvement.

IT Support & Service Delivery

Oversees IT support processes, ensuring timely and effective resolution of technical issues.
Implements and maintains service management best practices (e.g., ticketing, escalation, root cause analysis).
Provides hands-on support for critical issues and acts as an escalation point for complex technical challenges.

Security & Compliance

Ensures IT systems adhere to security best practices, including data protection, access controls, and network security.
Supports compliance with applicable standards (e.g., PCI compliance for POS systems).
Leads incident response efforts and implements preventative measures against security risks.

Collaboration & Stakeholder Engagement

Partners with cross-functional teams (Operations, Finance, HR, Legal, Facilities, and Brand teams) to understand technology needs and deliver effective solutions.
Translates business requirements into scalable and practical IT solutions.
Acts as a trusted advisor to leadership on technology-related decisions and investments.

Continuous Improvement & Innovation

Identifies opportunities to leverage technology to improve operational efficiency and guest experience.
Champions innovation and modernization of IT systems and infrastructure.
Drives continuous improvement initiatives aligned with business objectives.

Shape organization's AI strategy

Qualifications & Experience

• University degree or College diploma in Information Technology, Computer Science, or a related field.
• 5-8 years of progressive IT experience, including infrastructure and systems management.
• Experience supporting multi-site environments and POS systems is strongly preferred.
• Experience working with third-party IT vendors and managed service providers.

Skills & Competencies

• Strong technical expertise in IT infrastructure, networking, and systems administration.
• Solid understanding of POS systems and retail/hospitality technology environments.
• Excellent problem-solving and analytical skills with a proactive mindset.
• Strong interpersonal and communication skills, with the ability to engage both technical and non-technical stakeholders.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
  Collaborative, adaptable, and solutions-oriented.
• Strong alignment with values of diversity, inclusion, respect, and teamwork.

Additional Requirements

• Ability to travel regularly to plaza locations across Ontario.
• Availability to support after-hours or emergency IT incidents as required.
• Minimum of 3 days per week in office and/or plaza locations.