VP of Infrastructure and Operations - Technology Services

Our secret to leading the way in hospitality? We put our people first!

At Shake Shack, our mission is to Stand For Something Good in all that we do. From our teams to our neighborhoods, we're committed to always doing the right thing. As one of the fastest-growing hospitality brands, we're all about crafting unforgettable experiences for our guests. We offer endless learning opportunities and the chance to make a lasting impact on our business, restaurants, and communities. As a member of the #ShackFam, you’ll have access to hands-on mentorship, training, and growth potential, all in a fun and inclusive environment.

Join us and Be a Part of Something Good.

We’re seeking a strategic and hands-on VP of Infrastructure and Operations - Technology Services responsible for the vision and delivery of technology infrastructure (cloud, server, network, desktop) at Shake Shack. This role will drive operational excellence, scalability, and innovation across IT service management (ITSM), cloud infrastructure, restaurant and home office infrastructure support, and the successful launch of new Shake Shack restaurant locations. This is a critical leadership position responsible for ensuring the resiliency, performance, and efficiency of our technology operations in support of our fast-growing business.

Key Responsibilities:

Infrastructure & Cloud Strategy

• Lead the strategy, design, and operation of Shake Shack’s cloud-first infrastructure, networking, and compute platforms (AWS/Azure).
• Drive modernization, automation, and optimization initiatives to improve system resiliency, performance, and cost-efficiency.
• Own disaster recovery, high availability, and business continuity plans across infrastructure services.

IT Service Management (ITSM)

• Lead the enterprise-wide ITSM strategy, including incident, change, problem, asset, and service request management.
• Champion a culture of operational excellence and continuous improvement with measurable SLAs and KPIs.
• Oversee enterprise tools like ServiceNow or similar platforms to streamline operations and increase visibility.

Restaurant and Home Office Technology Operations

• Own 24/7 support operations for restaurant systems, including POS, KDS, network, back office, and kitchen technologies.
• Develop and scale the technical support model, including tiered support, field services, and vendor management.
• Ensure proactive monitoring and rapid incident resolution to protect restaurant operations and guest experience.

New Shack Openings

• Lead technology delivery for new Shack openings, ensuring all systems and infrastructure are in place, tested, and ready for launch.
• Partner cross-functionally with Real Estate, Construction, Ops, and Digital to build scalable and repeatable opening playbooks.
• Manage site surveys, infrastructure provisioning, deployment timelines, and go-live support.

Leadership & Collaboration

• Build, lead, and develop a high-performing team across infrastructure, operations, and restaurant support.
• Collaborate closely with Digital, Security, Data, and Engineering leaders to deliver cohesive end-to-end tech solutions.
• Communicate effectively with executive leadership and business stakeholders on key initiatives and performance.

Qualifications:

• 15+ years of experience in infrastructure, operations, or IT services leadership, with at least 5 years in a senior/executive role.
• Proven experience leading cloud infrastructure strategy and operations at scale.
• Strong knowledge of ITSM frameworks (ITIL) and hands-on experience with service platforms like ServiceNow.
• Deep experience supporting restaurant, retail, or distributed field locations.
• Track record of opening new locations and scaling operational processes in a high-growth environment.
• Strong vendor and budget management skills.
• Exceptional leadership, communication, and collaboration skills.

Benefits at Shake Shack:

A work environment where you can come as you are, share your ideas, have fun, and work collaboratively:

• Weekly Pay and Performance bonuses

• Shake Shack Meal Discounts

• Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more

• Medical, Dental, and Vision Insurance*

• Employer Paid Life and Disability Insurance*

• 401k Plan with Company Match*

• Paid Time Off*

• Paid Parental Leave*

• Access to Employee Assistance Program on Day 1

• Pre-Tax Commuter and Parking Benefits

• Flexible Spending and Dependent Care Accounts*

• Development and Growth Opportunities

*Eligibility criteria applies

Click the "Apply" button above to apply for this opening.

About Us

Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts.  A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good."

Shake Shack is an Equal Opportunity Employer 

All qualified applicants will receive consideration for employment without regard to any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.