The IT Governance and Monitoring Leader will be responsible for ensuring that every technology used to support Chick-Fil-A Supply’s Distribution, Food Production, and Transportation entities maintains a level of operational excellence appropriate for the given business function.

This individual will be responsible for ensuring that each system has clearly understood and defined service level expectations/SLA’s, a robust and effective support strategy, recovery strategy, vendor management strategy, and incident management strategy. They must also define a monitoring strategy and ensure that it is applied to all technology across the business.

This role requires an ambitious innovator who can contribute to the IT Operations department’s vision, mission and purpose - to effectively govern technology processes by maximizing efficiency and automation while reducing waste and managing risk. This individual will be highly connected across the IT organization, working to support Chick-Fil-A Supply’s Distribution, Food Production, and Transportation entities.

As wholly owned subsidiaries of Chick-fil-A, Inc., Chick-fil-A Supply and Bay Center Foods are food production and distribution services networks focused entirely on serving the unique needs and growing volume of Chick-fil-A restaurants.

• Distribution Center – State-of-the-art warehouses that house supply for Chick-fil-A restaurants
• Production Distribution Center – Offsite facilities that prepare select ingredients and menu items for Chick-fil-A restaurants
• Transportation – Growing fleet of delivery vehicles that supply Chick-fil-A restaurants
• Bay Center Foods – Food production facility preparing squeezed lemon juice for Chick-fil-A restaurants

• Develop/Enhance IT governance processes to monitor both internal IT systems and 3rd party vendor performance, SLAs, and OLAs
• Equip IT system and platform owners to define service level expectations and requirements with their business stakeholders
• Develop, implement, and monitor compliance to IT governance framework, policies, and standards
• Conduct IT governance assessments to recommend solutions for improved linkages between business strategy, IT strategy, and execution
• Develop SLA credit and compliance processes across IT vendors and ensure any SLA violation credits are executed
• Partner with subject matter experts to create process documentation, workflows, knowledge articles, and self-service guidance for IT governance processes
• Collaborate with IT Help Desk and System/Technology owners to elevate support processes and documentation for each technology
• Assist with change management efforts to drive transformative change in support of strategic and operational objectives
• Drive strategic cost optimization efforts through process improvements, contractual efficiencies, and elimination of excess spending
• Conduct vendor review and selection processes to identify the optimal critical system performance monitoring tool for the business
• Manage and maintain Disaster Recovery infrastructure by conducting continuous system checks with vendors

• Strong interpersonal skills, including relationship building, conflict resolution, negotiation, and team leadership
• Experience developing or refining IT governance processes, procedures and standards
• Experience developing and managing vendor relationships
• Documented success in delivering on strategic plans resulting in cost reductions and improvements in products, services, and experiences with 3rd party vendors
• Ability to work collaboratively with team members across multiple divisions and departments
• Thorough knowledge of Microsoft Office applications and AWS
• Ability to effectively communicate (both orally and written) with senior leadership

• Experience managing vendor related spend and budgets
• Familiarity with IT Infrastructure Library (ITIL) processes
• Strong understanding of foundational technology operations
• Strong understanding of IT governance program against globally established security, audit, governance, and control frameworks such as COBIT, NIST and ISO 17799