About the Role
Shelby’s Legendary Shawarma is looking for a Dir. Of IT/Restaurant Systems to support the continued growth and modernization of our technology stack across our franchise system.
This role is ideal for someone with strong hands-on experience in restaurant technology, including POS systems, loyalty platforms, kiosks, KDS, online ordering, third-party delivery integrations, reporting, data analytics, and store-level technology deployments.
The successful candidate will work closely with the VP of IT to support technology rollouts, vendor coordination, franchisee support, corporate IT needs, security standards, and operational technology projects across both head office and restaurant locations.
This is not a help desk role. We are looking for someone who understands how restaurant technology works in the real world, including what happens at store level when systems do not communicate properly, menus are not aligned, reporting is incomplete, loyalty does not flow correctly, or franchisees need fast, practical support.
Location
This role will be based primarily out of our Oakville, Ontario office.
Initial interviews and the first six weeks of training will mainly take place out of our London, Ontario office.
Some remote work may be needed, but the role will require regular in-office work and occasional travel to restaurant locations for implementations, troubleshooting, vendor coordination, training, and technology audits.
Key Responsibilities
Restaurant Technology Systems
- Support the implementation, optimization, and ongoing management of restaurant technology systems across franchise locations.
- Work with POS systems, loyalty platforms, kiosks, KDS, online ordering, third-party aggregators, menu management tools, payment systems, reporting platforms, and related integrations.
- Assist with store openings, technology retrofits, hardware deployments, system testing, and post-launch support.
- Help ensure menus, pricing, modifiers, promotions, loyalty rules, and ordering channels are accurate and consistent across platforms.
- Work with vendors to escalate issues, track resolutions, and hold partners accountable to timelines and service expectations.
Project Management
- Manage technology projects from planning through implementation, testing, launch, and post-launch review.
- Build and maintain project plans, timelines, checklists, documentation, and rollout schedules.
- Coordinate with internal departments, franchisees, vendors, operations, training, marketing, and construction teams.
- Track project status, risks, blockers, dependencies, and action items.
- Create clear communication updates for leadership, franchisees, and internal stakeholders.
- Help prioritize multiple initiatives based on business impact, urgency, available resources, and operational risk.
Franchisee & Store Support
- Act as a practical technology resource for franchisees.
- Support store-level training and documentation for new technology systems.
- Help identify recurring issues and recommend process, training, vendor, or system improvements.
- Conduct site visits when needed to support implementations, troubleshoot problems, or review technology standards.
- Help develop technology standards that can scale across new and existing franchise locations.
Corporate IT & Security
- Support corporate technology needs including hardware, software, access control, device management, network security, user onboarding/offboarding, and internal systems.
- Help establish and maintain technology policies for both corporate and franchise environments.
- Support cybersecurity best practices across head office and store-level systems.
- Assist with vendor access reviews, permissions, password management, data protection, system documentation, and security awareness.
- Help identify risks related to data ownership, system access, vendor integrations, and operational continuity.
AI, Data & Governance
- Support the development of responsible AI usage standards across the organization.
- Help protect company intellectual property, confidential information, operational processes, vendor information, and internal documentation.
- Review how AI tools are being used across the business and help define practical boundaries for safe use.
- Assist with data collection, reporting, dashboarding, analytics, and system visibility across the restaurant network.
- Help translate restaurant data into useful operational insights for leadership, operations, marketing, and franchise support.
Required Experience
- Minimum 5 years of experience in restaurant technology, hospitality technology, QSR systems, POS implementation, restaurant operations technology, or a closely related field.
- Strong understanding of POS systems and how they connect to loyalty, payments, online ordering, kiosks, KDS, third-party aggregators, reporting, and menu management.
- Experience managing technology projects, system rollouts, vendor implementations, or multi-location deployments.
- Strong organizational skills and the ability to manage multiple priorities at once.
- Strong written and verbal communication skills.
- Ability to work with both technical and non-technical stakeholders.
- Comfortable working directly with franchisees, store teams, vendors, and leadership.
- Practical troubleshooting ability across software, hardware, network, and integration issues.
- Strong documentation habits and attention to detail.
Preferred Experience
- Experience in QSR, franchise restaurants, multi-unit hospitality, or restaurant technology vendors.
- Experience with loyalty platforms, mobile ordering, third-party delivery integrations, kiosks, KDS, payment processors, and reporting tools.
- Experience with cybersecurity basics, device management, access control, and corporate IT policies.
- Experience with project management tools.
- Experience with data reporting tools, dashboards, spreadsheets, BI tools, and/or analytics platforms.
- Familiarity with AI tools and practical business governance around AI usage, privacy, intellectual property, and data security.
Key Attributes
- Highly organized and able to bring structure to complex projects.
- Comfortable operating in a fast-moving franchise environment.
- Strong problem-solver who can separate urgent problems from noisy distractions.
- Able to communicate clearly with franchisees, vendors, executives, and store-level teams.
- Practical, hands-on, and willing to dig into issues directly.
- Comfortable challenging vendors and following up until problems are resolved.
- Detail-oriented without getting buried in unnecessary complexity.
- Able to balance corporate standards with real-world restaurant operations.
Compensation
Salary: starting at $80,000per year, based on experience.
Work Arrangement
- Primarily based in the Oakville, Ontario office.
- Occasional travel to restaurant locations will be required.
- Full-time, permanent position.
Why Join Shelby’s – check us out! www.shelbys.ca
Shelby’s is in the middle of a major technology evolution across our franchise system. This role will have direct involvement in shaping how our restaurants use POS, loyalty, kiosks, mobile ordering, delivery integrations, data, AI, security, and franchise support systems.
This is a strong opportunity for someone who wants to work on practical restaurant technology at scale, not just maintain systems in the background.
Pay: $80,000.00-$100,000.00 per year
Work Location: Hybrid remote in Oakville, ON
