Restaurant Technology Problem Manager

TN United Kingdom; London; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading company is seeking a Restaurant Technology Problem Manager in London to enhance service operations. This role involves managing ITIL processes, collaborating with technology teams, and utilizing analytics to improve system reliability. Join a dynamic team focused on innovation and operational excellence.

Qualifications

• Experience with ITIL Problem & Change Management.
• Proven ability to lead observability efforts.

Responsibilities

• Own ITIL Problem & Change Management processes.
• Produce reports on system reliability and performance.
• Train and mentor Site Reliability Engineers.

Skills

Problem Management

Data Analysis

Communication

Job description

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Restaurant Technology Problem Manager, London

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 623c2b2bee73

Job Views: 3

Posted: 17.05.2025

Expiry Date: 01.07.2025

Job Description:

The Opportunity

We are looking for a forward-thinking team player to join our Service Operations Team. The team has an ambitious agenda in 2025 and beyond; there is no better time to join us and play an instrumental role in improving technology within the business.

The Restaurant Technology Problem Manager will identify and reduce recurring issues within our restaurants and services, working across technical, procedural, and behavioral areas with multiple partners.

Accountabilities:

• Own ITIL Problem & Change Management, proactively addressing root causes of incidents.
• Lead observability efforts to promote stability across the estate.
• Participate in ITIL Change Management, ensuring thorough assessment and implementation.
• Standardize problem management activities globally and provide early insights into problems.

Communication and Reporting:

• Produce reports and presentations to communicate system reliability and performance insights.
• Collaborate with technology teams and suppliers to address top impacting problems.

Leadership:

• Train, coach, and mentor Site Reliability Engineers.
• Advocate for reliability engineering principles throughout the software development lifecycle.

Data and Analytics:

• Manage the data lake house and downstream reporting.
• Enforce data governance policies.
• Utilize analytics and machine learning to derive insights for system reliability.

Team and Customer:

Operate within the RGRT team, reporting to the Head of Service Operations, working with partners like NCRV, Capgemini, VMO2, Sopra Steria, and Vista, and collaborating across global and market levels, including UK & ROI Restaurants, franchisees, and suppliers.