Hybrid: Markham, Ontario

Job Description
Pet Valu is Canada’s leading pet specialty retailer, dedicated to strengthening the bond between dedicated pet lovers and their pets. With 50 years of animal care expertise, we operate over 800 stores across Canada under several banners, including Pet Valu, Bosley’s, Total Pet, Paulmac's Pet, Tisol & Chico. Guided by our mission to deliver products, care, expertise, and memorable moments, Pet Valu is a place where people build meaningful careers while making a positive impact on pets and communities.

Job Summary
The Vice President, IT Operations is accountable for the reliable, secure, resilient and cost-effective operation of Pet Valu’s production technology workplace across stores, distribution centres, corporate locations and cloud services. Reporting to the Chief Technology Officer, this executive leads the functions responsible for cybersecurity and governance, infrastructure and platform operations, retail technology operations, service management, service desk, store technology readiness, database operations, network and telecommunications, Microsoft 365 operations, technology resilience, observability, and technology asset and licence management.

The role establishes a disciplined operating model that protects store uptime and employee productivity while enabling change at pace. The Vice President works closely with Engineering, Enterprise Applications,



Architecture and BI, Retail Operations, Loss Prevention, Supply Chain, Finance, Human Resources, Legal, Internal Audit and external service providers. The role distinguishes platform and software ownership from operational ownership: Enterprise Applications owns business-platform roadmaps such as POS software, while IT Operations owns the reliability, support and hardware lifecycle required to run those platforms successfully.

Key Responsibilities
Operational Strategy

Develop and execute an IT Operations strategy aligned with Pet Valu’s business priorities, growth plans, store experience, risk appetite and technology roadmap.

Establish clear accountability, decision rights, service ownership and operating rhythms across infrastructure, security, retail technology, support and service management.

Partner with the CTO and peer technology leaders to translate enterprise priorities into capacity plans, operational roadmaps and measurable service commitments.

Service Reliability, Incident and Change Management

Accountable for availability, performance and recoverability of production technology services, with particular attention to store and revenue-critical services.

Establish enterprise service levels, operational health dashboards, alerting standards and executive reporting for availability

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📌 VP, IT Operations (Ontario)
🏢 Pet Valu
📍 Ontario