IT Infrastructure & Networks Service Manager

Wagamama; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled IT Infrastructure and Network Service Manager to enhance their technology services across multiple locations. This pivotal role involves overseeing third-party service providers, ensuring reliable and secure infrastructure while driving continuous improvement initiatives. You will collaborate with various teams to support new site openings and technology upgrades, ensuring compliance with regulatory standards. With a hybrid working model and a competitive salary, this role offers a unique opportunity to make a significant impact in a dynamic environment.

Benefits

Discretionary 20% bonus

£200 food allowance

Private healthcare

Pension contribution

25 days holiday + bank holidays

Various retail discounts

Family friendly policy

Qualifications

• Experience managing third-party IT infrastructure in a customer-facing environment.
• Strong understanding of IT service management principles, especially in outsourced models.

Responsibilities

• Oversee performance and reliability of infrastructure and network services.
• Manage supplier relationships to ensure alignment with business needs.

Skills

IT Service Management (ITIL)

Supplier Management

Stakeholder Engagement

Cloud Services Management

Network Management

Project Management

Education

ITIL Foundation Certification

PRINCE2 Certification

ISO 27001 Certification

Tools

POS Networks

Guest Wi-Fi Systems

Job description

Job Description

at wagamama, we’re an eating house for the soul. with over 165 uk restaurants and growing, our purpose is to nourish the world from bowl to soul. inspired by fast-paced, japanese ramen bars since 1992. a celebration of asian food brought wagamama to life

we’re looking for an IT infrastructure and network service manager to join us on our continuous journey of true nourishment

purpose |

we’re looking for an experienced infrastructure and network service manager to take ownership of the governance and delivery of infrastructure and network services provided by our third-party suppliers. this is a pivotal role ensuring our outsourced partners deliver reliable, secure, and scalable technology services across our estate

you will act as the main point of contact for our managed service provider and other infrastructure vendors, ensuring services are fit-for-purpose, cost-effective, and aligned with business needs. you will also lead on service performance, vendor governance, and support project delivery across the estate, including restaurant openings and refurbishments

key accountabilities |

service governance & operations

• own the overall performance, reliability, and availability of infrastructure and network services, including wan/lan, connectivity, cloud platforms, and end-user computing
• govern service delivery from third-party providers, holding them to account against service level agreements, key performance indicators and contractual obligations
• lead the response to major incidents, managing communications and follow-up with suppliers and stakeholders
• drive continual service improvement initiatives based on performance data and business feedback
• visit restaurants regularly to understand service impact on the ground, gather feedback from restaurant teams, and ensure infrastructure solutions meet operational needs

supplier & stakeholder management

• act as the primary interface between internal stakeholders and infrastructure service providers (e.g., msps, connectivity vendors, cloud providers)
• manage supplier relationships to ensure alignment with business needs, cost control, and delivery standards
• support procurement, contract management, and renewal activities related to infrastructure and network services

project support & delivery

• represent infrastructure and network services in the planning and execution of it and business projects, including new site openings and technology upgrade
• ensure third-party providers deliver to agreed timelines, specifications, and quality standards
• collaborate with internal it product owners, digital, property, and operations teams to align technology outcomes

risk, security & compliance

• ensure infrastructure services comply with internal policies and external standards (e.g., pcidss, gdpr)
• work closely with the Information Security function to identify risks, implement mitigations, and respond to audits
• support business continuity and disaster recovery planning related to infrastructure services

key skills + requirements |

essential

• experience managing third-party it infrastructure and network service providers in a multi-site, customer-facing environment
• strong understanding of it service management principles (e.g., itil), particularly in outsourced models
• experience overseeing cloud, network, and end-user services through governance rather than hands-on support
• excellent supplier management, negotiation, and performance tracking skills
• strong stakeholder engagement and communication abilities

desirable

• experience in hospitality, retail, or other high-availability, multi-site industries
• familiarity with technologies common in restaurant environments (e.g., pos networks, guest wi-fi, back-office connectivity)
• understanding of pcidss and other relevant regulatory frameworks
• relevant certifications | itil foundation, prince2, iso 27001

wok's in it for you |

• a competitive annual salary
• discretionary 20% bonus opportunity per year
• hybrid working model
• £200 wagamama food allowance
• private healthcare
• pension contribution
• 25 days holiday + all bank holidays
• various discount across retail, hospitality + leisure
• family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay + 13 weeks half pay