IT and Operations Manager

Fulham Shore LTD; Greater London; Hybrid; GBP 54,000 - 66,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

Holiday entitlement

Pension

Health cash plan

Employee Assistance Programme

Free meals

Team discounts

Career development

Supportive environment

Job summary

Fulham Shore Ltd's Franco Manca division seeks an experienced IT Operations & Service Manager to own service delivery across our restaurant estate and Support Office in the UK. This hands-on role drives improvements, resolves incidents and ensures reliable systems that keep teams connected and customers served.

You'll work with our MSP, manage incidents and changes, and partner with Operations, HR and Finance to align IT with business needs while growing the IT function as the company expands.

Qualifications

• Experience in hospitality, retail, leisure or other multi-site environments.
• Strong IT Operations or IT Service Management experience.
• Experience managing MSPs and third-party suppliers.
• Knowledge of Microsoft 365, Entra ID and Intune.
• Networking knowledge including Wi‑Fi, switching, firewalls and site connectivity.
• Experience managing incidents, escalations and service improvements.
• Hands-on, problem-solving approach with the confidence to get involved when issues arise.
• Strong stakeholder management and communication skills.
• Experience supporting POS and payment systems would be highly advantageous.
• Interest in developing into a people leadership role as the team grows.

Responsibilities

• Owning day-to-day IT service delivery across restaurants and the Support Office.
• Managing and challenging our MSP to ensure excellent service standards.
• Leading major incident management, escalations and service improvement initiatives.
• Supporting restaurant connectivity, networking, Wi‑Fi and infrastructure issues.
• Working with POS, payment and technology vendors to minimise operational disruption.
• Managing IT processes including incidents, requests, changes and asset lifecycle management.
• Partnering with Operations, HR, Finance and Marketing to understand business needs and priorities.
• Developing reporting, governance, documentation and service improvement processes.
• Helping shape and grow the IT function as the business evolves.

Skills

IT Operations

IT Service Management

MSP management

Microsoft 365

Entra ID

Intune

Networking

Wi‑Fi

Firewalls

POS systems

Stakeholder management

Incident management

Service improvements

Leadership potential

Tools

Microsoft 365

Job description

Location: London Support Office / Hybrid
Salary: Up to £60,000 + Bonus + Benefits

Keep Franco Manca Running

At Franco Manca, great food starts with great people, but behind every successful restaurant is reliable technology that keeps our teams connected and our customers happy.

We're looking for an experienced IT Operations & Service Manager to take ownership of IT service delivery across our nationwide restaurant estate and Support Office. This is a hands-on role for someone who enjoys solving problems, driving improvements and building strong relationships across the business.

Working closely with the Head of IT, you'll help ensure our restaurants stay operational, our systems remain reliable and our technology partners deliver the service our teams need.

What You'll Be Doing

• Owning day-to-day IT service delivery across restaurants and the Support Office
• Managing and challenging our Managed Service Provider (MSP) to ensure excellent service standards
• Leading major incident management, escalations and service improvement initiatives
• Supporting restaurant connectivity, networking, Wi-Fi and infrastructure-related issues
• Working with POS, payment and technology vendors to minimise operational disruption
• Managing IT processes including incidents, requests, changes and asset lifecycle management
• Partnering with Operations, HR, Finance and Marketing to understand business needs and priorities
• Developing reporting, governance, documentation and service improvement processes
• Helping shape and grow the IT function as the business evolves

What We're Looking For

You’ll likely come from a hospitality, retail, leisure or other multi-site environment and have experience managing IT services in a fast-paced operational business.

You’ll also bring:

• Strong IT Operations or IT Service Management experience
• Experience managing MSPs and third-party suppliers
• Good knowledge of Microsoft 365, Entra ID and Intune
• Practical networking knowledge including Wi-Fi, switching, firewalls and site connectivity
• Experience managing incidents, escalations and service improvements
• A hands-on, problem-solving approach with the confidence to get involved when issues arise
• Strong stakeholder management and communication skills
• Experience supporting POS and payment systems would be highly advantageous
• An interest in developing into a people leadership role as the team grows

Why Join Us?

This is an exciting opportunity to join a growing business where you'll have genuine influence over how IT services are delivered. You'll work closely with senior stakeholders, support over 70 restaurants across the UK and play a key role in the future development of our IT function.

Our Benefits

• Up to £60,000 salary
• Annual bonus scheme
• Hybrid working
• 25 days holiday plus bank holidays
• Pension scheme
• Health cash plan
• Employee Assistance Programme
• Free meals when working
• Team discount across our restaurant brands
• Career development and progression opportunities
• A supportive, people-focused working environmentFranco Manca is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all our people. We welcome applications from everyone and recruit based on skills, experience, and potential. If you need any adjustments during the application or interview process, please let us know and we’ll be happy to support you.