Restaurant Technology Problem Manager

McDonald's Corporation; London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

A leading company in the fast-food sector is seeking a Restaurant Technology Problem Manager to join their Service Operations Team. This role plays a critical part in enhancing technology and ensuring system reliability across over 1500 restaurants in the UK. Ideal candidates will possess strong leadership and problem-solving skills and have experience in ITIL management and analytics.

Benefits

Competitive salary

Bonus

Location allowance

Car allowance

Free parking

Lunch provision

Gym access

Hybrid working model

Qualifications

• Leadership experience managing teams.
• Proven ability to troubleshoot and resolve system issues.
• Knowledge of ITIL processes and security principles.

Responsibilities

• Oversee ITIL Problem Management and Service Data Analytics.
• Develop reports on system reliability and performance.
• Mentor Team in reliability principles across the software development lifecycle.

Skills

Communication

Problem-Solving

Data Analysis

Tools

NewRelic

Tableau

Power BI

Jira

Confluence

Job description

Company Description

About Us

McDonald’s has operated in the UK since 1974 and currently runs over 1500 restaurants across the UK and Ireland, serving nearly four million customers daily. It is one of the UK’s largest private employers, with over 170,000 employees.

Job Description

The Opportunity

We seek a proactive team player to join our Service Operations Team. With ambitious plans for 2025 and beyond, this is an excellent time to contribute to enhancing and evolving technology within our business.

The Restaurant Technology Problem Manager will identify and address recurring issues within our restaurants and services, working across technical, procedural, and behavioral domains with various partners and functions.

Key Responsibilities

As a Restaurant Technology Problem Manager, you will oversee ITIL Problem Management and Service Data Analytics, leading a team of Site Reliability Engineers and technical experts. Your responsibilities include:

• Ownership of ITIL Problem & Change Management: Proactively identify and resolve root causes of incidents and recurring issues, promote stability, and ensure changes follow organizational policies.
• Communication and Reporting: Develop reports and presentations to communicate system reliability, performance, and improvement initiatives, collaborating with internal teams and suppliers.
• Team Leadership: Mentor and develop the Site Reliability team, advocating for reliability principles in the software development lifecycle.
• Data and Analytics Management: Manage data lake infrastructure, enforce data governance, and utilize analytics and machine learning for actionable insights.

Team and Stakeholders

This role is part of the Running Great Restaurant Technology (RGRT) team, reporting to the Head of Service Operations. You will collaborate with technology partners like NCRV, Capgemini, VMO2, Sopra Steria, Vista, and various internal teams, including global and market-level colleagues, franchisees, and suppliers.

Candidate Profile

Ideal Candidate Attributes:

• Excellent communicator, able to convey technical info effectively to non-technical audiences.
• Strong problem-solving skills with analytical and critical thinking abilities.
• Adaptable to fast-paced environments, pragmatic, customer-focused, and passionate.
• Capable of providing constructive feedback and managing diverse stakeholder needs.

Experience Requirements:

• Leadership experience managing teams.
• Proven ability to troubleshoot and resolve system issues.
• Experience with system reliability projects and SRE practices.
• Knowledge of incident response, ITIL processes, and security principles.

Desirable Technical Skills:

• Experience with observability tools (e.g., NewRelic, Thousand Eyes), BI and visualization tools (Tableau, Power BI), Jira, Confluence.
• System administration (Linux/Unix, Windows), networking, cloud platforms (AWS, Azure, Google Cloud), and data architecture.

Benefits

• Competitive salary, bonus, location allowance, and car allowance.
• Free parking, lunch, gym access, and hybrid working model (3 days in-office, 2 remote).

Culture and Values

Our vision is to build a better McDonald’s, striving to be the UK & Ireland’s favorite restaurant company. Our culture is driven by our values: Serve, Inclusion, Integrity, Community, and Family. We are committed to diversity, inclusion, and community engagement, fostering an environment where everyone can thrive and be their authentic selves.