Director Store Infrastructure

Category/Area of Expertise: IT & Technology
Job Requisition: 483493
Address: USA-NC-Salisbury-2110 Executive Drive
Store Code: IT Executive & Administration (5129631)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The Director of Store Infrastructure and Field Services is a strategic technology leader tasked with ensuring the reliability, scalability, and cost-effectiveness of IT services for more than 2,000 retail locations. This role is responsible for overseeing store field services, enabling technology for new store openings and remodels, and managing the hardware lifecycle across all locations. The director will drive organizational effectiveness, optimize vendor performance, and lead continuous improvement initiatives to deliver world-class technology operations in a 24/7/365 retail environment.

Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC.
Applicants must be currently authorized to work in the United States on a full-time basis.

Duties and Responsibilities

• Lead the field services organization in providing onsite, break-fix IT support for store technologies and equipment, including oversight of both internal staff and outsourced partners.
• Direct the IT aspects of new store openings and remodels, working closely with cross-functional teams to coordinate technology installations and integrations that meet business requirements, timelines, and budgets.
• Own the store hardware lifecycle management process, including procurement, deployment, proactive maintenance, refresh, and decommissioning, to maximize asset value and minimize operational disruptions.
• Ensure 24/7/365 operational readiness through well-defined escalation paths, on-call coverage, and proactive risk mitigation practices.
• Set, monitor, and report on all service level agreements (SLAs), service level objectives (SLOs), and business outcome metrics to ensure top-tier performance by suppliers.
• Champion continuous improvement initiatives, leveraging data and analytics to optimize processes and drive cost-effective, scalable IT solutions for all store locations.
• Foster strong partnerships with internal stakeholders and external vendors, ensuring alignment with organizational objectives and efficient contract management.
• Promote a culture of service excellence, innovation, and accountability throughout the Technology organization.

• Bachelor's degree in Information Technology, Business, Engineering, or a related discipline.
• At least 10 years of progressive experience in IT delivery, infrastructure management, or field services with 5+ years in a leadership role overseeing distributed teams and outsourced partners.
• Demonstrated expertise in hardware lifecycle management and scalable infrastructure operations in a multi-site retail or similar environment.
• Strong background in managing vendor relationships, SLAs/SLOs, and technology contracts to deliver measurable business outcomes.
• Ability to coordinate across business units for complex IT deployments and store transformation projects.
• A track record of driving organizational effectiveness and continuous improvement.
• Proven capacity to sustain operational stability and responsiveness in a 24/7/365 retail setting, including availability for off-hours escalation as required.

• Excellent communication, leadership, and stakeholder engagement skills.
• Comprehensive knowledge of ITIL, best practices in field service management and project management methodologies.