Service Delivery Manager - 12 Month Contract
We're The Restaurant Group (TRG for short) and we're one of the UK's biggest hospitality businesses. Were a significant player in the UK casual dining market, operating nearly 300 restaurants and pubs including wagamama, Barburrito, and Brunning & Price. Our diverse portfolio of brands provides something for everyone, and we are proud to be TRG.
Manage the day-to-day I.T operations delivered to restaurants and head office, pro-actively improving on processes & procedures, creating efficiency, and improving the service to our customers. Ensure operations and head office teams benefit from good, fit for purpose and stable solutions.
Key Responsibilities
* Build close relationships and work alongside stakeholders, executives and senior managers acting as the ‘go-to’ person for all I.T operations ensuring the I.T services meet the needs of the business
* Responsible for restaurant and head office technology ensuring its availability for our customers whilst managing a heavily outsourced I.T environment
* Member of change authority ensuring changes cause minimum disruption to the business, stepping into the change manager role where necessary
* Partake in a successful handover of new services from delivered projects between
* transition and operations
* Ensure views of internal customers are continually sought through service reviews and driving improvements on the CSI register
* Manage 3rd party service providers to deliver on their support targets, meet KPIs and achieve SLAs and user expectations. Track performance and drive improvements through regular service reviews
* Lead ITIL based management practices to optimise value from I.T and digital services
* Plan for peak trading periods
* Take accountability for escalated issues on behalf of users as required and putting plans in place to prevent future escalations
* Generate reports and interpret relevant data to understand service priorities and
* improve the operational effectiveness of services, adding additional value to the business
Required Experience
* Ability to influence and build effective working relationships with customers, stakeholders, peers, executives, senior managers and 3rd party service providers
* Ability to communicate effectively, turning technical information into business language and vice versa
* Experience and high-level knowledge of I.T systems and processes, ideally within the
* hospitality industry
* Experience of shaping and leading service reviews and delivering continual service improvement
* 3rd party service provider management experience
* Demonstrable skills and certification in best practices or methodologies such as ITIL
* Comfortable in leading escalation management and discovering the root cause to drive escalations down
* Proven track record in KPI and SLA reporting and results from interpreting the data into service improvements
Person Specification
* Self-motivated team player
* Able to work on own initiative
* Demonstrable ability to multi-task
* Excellent communication skills
What We Can Offer You
* Excellent benefits package including 30% discount for dine-in with friends and family and any of our TRG brands including wagamama's, Barburrito, Brunning and Price Pubs and any of our airport concessions
* Access to discount platform
* Wide range of apprenticeship opportunities for development and personal growth
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