IT Infrastructure & Networks Service Manager

JR United Kingdom; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an experienced IT Infrastructure and Network Service Manager to lead governance and delivery of technology services across multiple locations. This pivotal role involves managing third-party suppliers to ensure reliable and secure infrastructure, while driving continual service improvements. You will be the main point of contact for vendors, overseeing service performance and compliance with industry standards. The position offers a competitive salary, a discretionary bonus, and various employee benefits, making it an exciting opportunity for those passionate about technology in the hospitality sector.

Benefits

Competitive Annual Salary

Discretionary 20% Bonus

Pension Contributions

25 Days Holiday

Family-Friendly Policies

Qualifications

• Experience managing IT infrastructure in a multi-site environment.
• Strong understanding of ITIL principles and supplier governance.

Responsibilities

• Oversee performance and reliability of infrastructure and network services.
• Manage supplier relationships and ensure compliance with SLAs.

Skills

IT Service Management (ITIL)

Supplier Management

Stakeholder Engagement

Risk Management

Cloud Services

Network Management

Compliance (PCI DSS, GDPR)

Education

ITIL Foundation Certification

PRINCE2 Certification

ISO 27001 Certification

Tools

POS Networks

Guest Wi-Fi Technologies

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, we celebrate Asian food brought to life.

We’re looking for an IT Infrastructure and Network Service Manager to join us on our journey of true nourishment.

Purpose:

We seek 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 pivotal role ensures 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. Additionally, you will lead service performance, vendor governance, and support project delivery, 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 accountable against SLAs, KPIs, and contractual obligations.
• Lead responses 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, gather feedback, and ensure infrastructure solutions meet operational needs.
• Act as the primary interface between internal stakeholders and infrastructure service 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.
• Represent infrastructure and network services in planning and executing IT and business projects, including new site openings and upgrades.
• Ensure third-party providers deliver on 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., PCI DSS, GDPR).
• Work closely with the Information Security team to identify risks, implement mitigations, and respond to audits.
• Support business continuity and disaster recovery planning related to infrastructure services.
• 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), especially 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.
• 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 PCI DSS and relevant regulatory frameworks.
• Relevant certifications: ITIL Foundation, PRINCE2, ISO 27001.

What’s in it for you:

• A competitive annual salary.
• Discretionary 20% bonus opportunity per year.
• Pension contributions.
• 25 days holiday plus all bank holidays.
• Various discounts across retail, hospitality, and leisure sectors.
• Family-friendly policies, including 26 weeks full pay and 13 weeks half pay for expectant or adopting parents.