Service Delivery Manager Contract

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