Vice President, Enterprise Applications and Operations

Hybrid: Markham, Ontario

Job Description

Job Summary:

The Vice President, Enterprise Applications & Operations is responsible for the strategic direction and effective delivery of enterprise-wide technology solutions and services that support core business operations. Reporting to the Senior Vice President of Corporate Technology Solutions, this executive role oversees critical application platforms – including enterprise resource planning (ERP), supply chain and planning systems, and corporate applications – ensuring they are optimized, integrated, and aligned with business needs. In addition, the VP of Enterprise Applications & Operations has oversight of the organization’s IT service delivery and project execution functions. This means leading the teams responsible for product management (enterprise applications Product Owners), IT project management (project/program delivery), and IT operations (support, release and incidents The VP collaborates closely with cross-functional business leaders to align technology initiatives with corporate objectives, leads major programs such as the ongoing Dynamics 365 (D365) ERP implementation, and ensures continuous improvement of systems and processes. Ultimately, the VP, Enterprise Applications & Operations ensures that the company's enterprise applications and IT services not only run smoothly day-to-day, but also evolve through best practices and innovation to meet the company’s growing needs.

Key Responsibilities

Strategic Leadership & Planning:

• Develop and execute a cohesive enterprise technology strategy for core business operations, aligning both application roadmaps and IT service delivery plans with the company’s business objectives and growth plans.
• Provide vision and direction to ensure that enterprise systems (ERP, supply chain, etc.) and supporting IT services enable and scale with business strategy. This includes long-term planning for system capabilities, integration, capacity, and team skills to meet future business demands.
  
  

ERP Program Oversight: Serve as the executive sponsor and accountable leader for the Microsoft Dynamics 365 Finance & Operations (D365 F&O) implementation and associated ERP modernization efforts.

• Steer this flagship program to successful completion – on time, on budget, and in scope – by coordinating across IT and business teams, resolving cross-functional issues, and ensuring the solution meets enterprise requirements.
• Establish robust project governance (clear milestones, scope/change control, risk management) and maintain disciplined tracking of progress and issues throughout the project lifecycle.
• Equally important, champion effective change management around the ERP rollout – communicate changes, provide training, and engage stakeholders early to foster adoption and minimize resistance to new processes.
• The VP ensures that the D365 platform is configured and adopted in a manner that delivers significant improvements in efficiency, data visibility, and scalability for Finance and Operations.
  
  

Enterprise Platform Management

• Oversee the operation, maintenance, and enhancement of key enterprise systems including the core ERP, Supply Chain Platforms, HCM, and other critical corporate applications.
• Ensure these systems are reliably integrated with each other (e.g. data flows between ERP, WMS, planning, HR systems) to enable end-to-end business processes with high data accuracy and minimal manual work.
• Champion high availability and performance of all enterprise platforms, implementing monitoring and preventative maintenance to minimize downtime.
• Sponsor continuous enhancements to these systems by gathering user feedback and staying current with vendor roadmaps – for instance, leveraging new features or modules that can provide additional value.
  
  

Product Management Team Leadership (Product Owners)

• Lead and mentor the team of Product Owners who manage the roadmap and requirements for enterprise applications.
• Foster a high-performance, collaborative culture where Product Owners engage closely with business stakeholders to understand needs and translate them into technology solutions.
• Ensure that this product management function effectively prioritizes backlogs, defines clear requirements, and partners with development teams (internal or external) to deliver enhancements that drive business value.
• Set clear performance objectives for the team and support their professional development (e.g. agile methodologies, domain knowledge) so that they can excel in delivering continuous improvements to Pet Valu’s systems.
  
  

IT Service Operations & Support

• Provide executive oversight for IT Operations, ensuring that daily technology services and infrastructure (network, servers, cloud environments, end-user support, etc.) are delivered reliably and efficiently across the organization.
• Direct the IT operations management team to implement and follow industry best practices (such as ITIL for incident, problem, and change management) to maintain high service availability.
• Prioritize operational initiatives that improve system stability, security, and performance (e.g., infrastructure upgrades, improved monitoring, disaster recovery drills).
• Ensure the IT support/helpdesk function meets or exceeds service level expectations for responsiveness and resolution, resulting in high customer (employee) satisfaction.
• By supervising the senior IT operations leader (e.g. IT Operations Director) who now reports into this role, the VP ensures that operational teams are aligned with application development and project teams, enabling faster issue resolution and more seamless deployments.
  
  

Project & Portfolio Management

• Oversee the IT Project Management Office (PMO) and the portfolio of IT projects, with a focus on service delivery excellence for all technology initiatives.
• Guide the project management team to utilize standardized methodologies and tools for planning and executing projects (mixing Agile and Waterfall methods as appropriate).
• Ensure that each significant project has clear objectives, scope, and success metrics from the start, and that project managers maintain rigorous oversight of scope, schedule, budget, and risks.
• Drive the adoption of robust project governance practices – for example, regular status reporting and RAID log maintenance for major projects, and steering committee reviews for executive visibility.
• As new projects are proposed or underway, facilitate prioritization discussions and resource planning to make sure the project portfolio aligns with strategic goals and that the PMO can deliver on its commitments.
• A key aspect of this responsibility is to connect project delivery with operational readiness: the VP makes sure that when projects (like the D365 implementation or other initiatives) go live, the operations and support teams are fully prepared to sustain the new solutions.
  
  

Stakeholder Collaboration & Vendor Management

• Act as the primary liaison between IT and business stakeholders for all matters related to enterprise applications and IT operations.
• Partner with senior business leaders (Finance, Supply Chain, HR, Store Operations, etc.) to understand their goals and challenges and ensure IT plans and projects address those effectively.
• Provide transparent communication to stakeholders about project status, system changes, and service levels – maintaining trust and managing expectations.
• Drive cross-departmental collaboration by establishing steering committees or working groups for major initiatives (e.g., ERP steering committee) to keep stakeholders engaged and inputs aligned.
• Additionally, manage external vendors and partners: own the relationships with software providers (such as Microsoft for D365, Manhattan Associates, Blue Yonder, etc.) and consulting or support partners.
• Negotiate contracts and statements of work with these vendors to secure favourable terms and ensure they meet their delivery and support obligations.
• Monitor vendor performance (against SLAs or project milestones) and address any issues, while also leveraging their expertise to supplement internal capabilities as needed.
  
  

Agile Delivery & Continuous Improvement

• Champion the adoption of modern development and IT service practices (Agile, DevOps, and automation) across the enterprise operations domain to improve responsiveness and quality.
• Encourage Agile methodologies within teams – for example, using Scrum or Kanban in application development cycles – to deliver incremental improvements quickly and adapt to changing requirements.
• Promote DevOps principles that foster closer collaboration between development and operations, such as CI/CD pipelines for faster deployments and infrastructure-as-code for consistent environments.
• Identify opportunities to streamline processes and eliminate inefficiencies in both system delivery and support. This could include automating repetitive tasks (for instance, automated testing or self-service support tools), refining deployment processes to reduce downtime, or introducing new tools that improve team productivity.
• By instilling a culture of continuous improvement, the VP ensures that the IT organization is always seeking ways to work smarter, respond faster, and deliver more value to the business.
  
  

Governance, Risk & Security

• Ensure robust governance over enterprise technology initiatives and operations, balancing innovation with appropriate controls.
• Establish and enforce policies for making changes to critical systems (e.g., change approval processes, architectural review boards) to maintain stability and compliance.
• Proactively identify and manage risks related to system implementations, integrations, and operations – including technical risks, project risks, and security vulnerabilities.
• Develop mitigation and contingency plans for high-impact risks, and regularly review risk status with the team.
• Work closely with IT Security and Compliance teams to ensure all systems and processes adhere to security standards and regulatory requirements (such as data protection laws, PCI compliance for retail transactions, etc.).
• Guide the organization through change management for any major technology changes, meaning devise communication plans, training, and support to help end-users adapt to new systems or updates with minimal disruption.
• Finally, ensure that disaster recovery and business continuity plans are in place for key systems, and that they are tested and kept up-to-date, so the business is prepared for unexpected outages or data loss events.
  
  

Performance Management & Reporting

• Define and track key performance indicators (KPIs) to measure the success of enterprise operations technology and services. These may include metrics such as system uptime/downtime, application response times, helpdesk ticket resolution times, project delivery timelines and budget variance, and user satisfaction scores for systems and support.
• Implement dashboards or regular reports for these KPIs, and use them to identify trends or areas needing improvement. For example, use incident trend analysis to pinpoint root causes and drive permanent fixes, or analyze project post-mortems to improve estimation and risk management in future projects.
• Provide regular updates to executive leadership on the status of major initiatives (like the D365 ERP project), the health of critical systems, and the performance of IT services.
• By maintaining a data-driven approach to management, the VP can objectively demonstrate the value of technology investments and the progress of continuous improvement efforts, as well as make informed decisions on where to allocate resources for the greatest impact.
  
  

Qualifications

• Education & Experience: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience). A strong foundation in technology is required, complemented by proven experience in IT leadership roles (around 8-10+ years) with a focus on application development and analytics, and delivering enterprise solutions. The ideal candidate has led large-scale application implementations or transformations (such as ERP or similar major platforms) and managed multi-disciplinary IT teams. Experience in the retail industry or another fast-paced, multi-unit business environment is a plus, as it provides valuable context for retail systems and operational challenges (e.g. point-of-sale, e-commerce, supply chain complexities).
• ERP & Integration Expertise: At least 6 years of hands-on experience implementing or supporting Microsoft Dynamics 365 Finance & Operations (D365 F&O) or a comparable enterprise ERP system. This includes familiarity with the Microsoft Power Platform (such as Power BI for analytics and Power Apps/Automate for workflow extensions) and experience with integration tools like Dell Boomi for connecting enterprise applications. Deep knowledge of ERP modules in finance and supply chain is expected, with the ability to leverage them to improve and streamline business processes. Understanding of EDI (Electronic Data Interchange) concepts and supporting EDI transactions is also important – the VP will oversee integration points between systems and external partners (e.g., supply chain EDI with vendors), and should be able to guide the team in maintaining these data exchanges effectively.
• Software Development & Methodologies: Strong knowledge of software development methodologies, including Agile and DevOps practices, with demonstrated firsthand experience in their adoption or execution. The candidate should be well-versed in the software development life cycle and modern best practices: for example, requirements management, iterative development, code review and quality assurance processes, and CI/CD deployment pipelines. Experience implementing DevOps or site reliability engineering (SRE) practices – such as automated testing, continuous integration, and infrastructure automation – is highly valued, as it indicates the ability to improve the speed and reliability of solution delivery. Equally, familiarity with IT service management frameworks (like ITIL) for operations is beneficial to bridge development and operational excellence. Importantly, the candidate must know how to apply best practices in software architecture and design to create solutions that are scalable, maintainable, and secure for mission-critical business needs.
• Analytical & Problem-Solving Skills: Excellent analytical, problem-solving, and decision-making skills. The role requires the ability to dissect complex problems – whether it’s a technology issue affecting operations or a strategic decision about platform choices – and drive to a resolution using data and logic. The candidate should have a track record of making sound decisions even in uncertain or high-pressure situations, factoring in both technical and business considerations. Strong troubleshooting skills are essential for overseeing operations (e.g., guiding teams through root cause analysis of system outages). Moreover, the VP should be adept at strategic thinking, able to evaluate various approaches to a problem (build vs buy, centralize vs decentralize, short-term fix vs long-term solution) and choose the option that best aligns with the business’s needs and risk appetite.
• Communication & Interpersonal Skills: Exceptional communication and people skills. The candidate must be able to communicate complex technical topics in simple terms to executive and business stakeholders, and conversely articulate business priorities and feedback to technical teams. This role involves extensive collaboration across functions – the VP should be skilled at building relationships and establishing trust with peers in various departments (finance, supply chain, HR, store operations, etc.). Strong negotiation and persuasion skills are useful for driving consensus or securing necessary resources/support for initiatives. In leading a diverse IT team, the VP should have excellent interpersonal and leadership abilities: coaching and mentoring team members, providing clear direction, and handling conflict or pressure with poise. Being comfortable as a facilitator is key – the VP will often lead meetings or workshops to explore solutions, where they need to outline options, present pros/cons of decisions, and challenge the status quo constructively by asking the right questions (“Is there a better way?”).
• Multi-Project & Time Management: Proven ability to manage multiple projects and priorities in a fast-paced environment. This role covers a broad scope – overseeing ongoing operations, spearheading major projects like an ERP rollout, and driving numerous continuous improvement efforts simultaneously. The candidate should demonstrate superb organizational skills and discipline in time management, for both themselves and their teams. Experience with portfolio management or having accountability for several concurrent initiatives is important. They should be adept at context-switching: for instance, transitioning from a high-level strategy discussion to a tactical deep-dive on a project issue, without losing effectiveness in either scenario. A track record of deploying effective delegation, building trusted sub-leaders, and using tools or routines (dashboards, status reviews) to stay on top of many moving parts will be beneficial in this role.
• Continuous Learning & Innovation: A passion for continuous learning, improvement, and innovation. The technology landscape and business needs are constantly evolving; the VP should demonstrate curiosity and proactiveness in staying up-to-date with industry standards, best practices, and emerging trends in enterprise IT. This includes keeping informed about new software solutions, cloud technologies, data analytics, automation, and any other innovations that could be leveraged to advance Pet Valu’s operational effectiveness. More importantly, the candidate should have the ability to take these insights and pragmatically apply them to day-to-day delivery and long-term planning. For example, if there’s a new practice that could improve deployment reliability or a new analytic tool that provides better insights, the VP should be eager to explore and pilot such improvements. Balancing innovation with business sense is key – they should understand which new technologies make sense (or don’t) for the company’s context.
• Vendor & Partner Management: Experience managing external vendor partners and consulting resources. In this role, the VP will engage with multiple third parties for software, implementation, and support. The ideal candidate has experience in evaluating vendor proposals, negotiating contracts, and managing ongoing vendor relationships to ensure accountability and performance. This includes handling service level agreements, addressing any delivery issues firmly, and fostering partnerships where vendors understand and align with Pet Valu’s business objectives. Given the importance of the D365 project, experience managing large-scale ERP implementation partners or software providers would be highly relevant. Additionally, knowing when to leverage external help versus building internal capability (and vice versa) is an important strategic decision – the VP should have a thoughtful approach to outsourcing and partnership.
• High Accountability & Results Orientation: A demonstrated sense of ownership and accountability for outcomes. The VP of Enterprise Applications & Operations will be entrusted with some of the company’s most critical technology initiatives and assets. The candidate must show that they consistently drive initiatives to completion and deliver on commitments. Evidence of having led a significant transformation or delivered a major system under tight constraints (time/budget) would indicate the tenacity and results orientation needed. They should also be metrics-focused – setting targets (for projects, systems, teams) and striving to meet or exceed them, while transparently reporting on progress. This goes hand-in-hand with being effective at managing expectations across stakeholders; when adjustments or tough calls are needed, the VP should communicate proactively and take responsibility for guiding the outcome to success.
• Industry Knowledge: While not strictly required, retail industry experience is a plus. Familiarity with retail operations and systems (point-of-sale systems, inventory management, omnichannel e-commerce, etc.) will help the VP quickly contextualize Pet Valu’s environment and challenges. Understanding the nature of a store network, distribution centres, and seasonal demand swings can inform better decisions around system design and process. Moreover, experience in a similar industry might bring insights into best practices or pitfalls in areas like inventory optimization, omni-channel integration, or customer loyalty systems – all of which could intersect with Pet Valu’s enterprise operations domain
  
  

Competencies

• Business Acumen: Demonstrates deep understanding of enterprise operations and how technology enables business strategy. Translates corporate objectives into actionable technology roadmaps, ensuring platforms like ERP, supply chain, and HR systems are aligned with long-term growth. Makes informed decisions balancing innovation, cost, scalability, and risk. Navigates complex trade-offs (e.g., build vs. buy, centralize vs. decentralize) with a clear grasp of financial, operational, and organizational implications.
• Interpersonal Savvy: Builds trust and influence across diverse stakeholder groups, from executive peers to technical teams and external vendors. Communicates complex technical concepts in business terms and vice versa, fostering alignment and engagement. Leads cross-functional steering committees and working groups with diplomacy and clarity. Coaches and mentors teams with empathy, while driving accountability and collaboration in high-pressure environments.
• Problem Solving: Applies structured thinking and data-driven analysis to resolve complex, multi-dimensional challenges. Anticipates risks in system implementations, integrations, and operations, and develops robust mitigation strategies. Leads root cause analysis for operational issues and drives permanent fixes. Evaluates competing solutions with strategic foresight, ensuring decisions support both immediate needs and long-term enterprise resilience.
• Accountability: Owns outcomes across a broad portfolio of enterprise technology initiatives. Drives major programs like ERP modernization to successful completion, ensuring scope, budget, and timelines are met. Maintains disciplined governance and transparent reporting to executive leadership. Holds self and teams to high standards of delivery, proactively addressing issues and communicating adjustments with integrity and clarity.
• Drive for Results: Sets ambitious goals and mobilizes teams to achieve them. Champions continuous improvement in systems, processes, and service delivery. Implements performance metrics and dashboards to monitor progress and identify areas for enhancement. Balances strategic vision with operational execution, ensuring that technology investments deliver measurable business value and that support functions meet or exceed service expectations.