IT Service Manager

A fantastic opportunity has arisen to join our award-winning IT team as IT Service Manager. As IT Service Manager you will report into the Head of Service and Systems Support and take care of the IT services for our outlets and represent the voice of our customers. You will build and maintain strong relationships with our stakeholders and understand the needs and wants of our Operations team for our Outlet IT services.

You will also ensure that we evaluate our IT services from the customer’s perspective, and always pay attention to their feedback and suggestions. You will develop and execute a strategy that prioritises the customer experience over the technical aspects of our IT services.

About us…

Serving with pride since 1898, Mitchells & Butlers are the heart of UK hospitality. In fact, you already know us, even if you don’t realise it! We own and run more than 1,600 pubs, bars and restaurants including the stylish All Bar One brand, legendary Miller & Carter steakhouses, and the iconic Toby Carvery. We are Mitchells & Butlers, and we set the industry standard.

You’ll be well rewarded…

• Annual bonus scheme with the potential to earn up to 30% of your salary annually. We’re all about rewarding hard work
• Company Car - Select from a range of manufacturers or alternatively you can opt out of a company car and receive a salary supplement
• Working 35 hours per week, Monday to Friday, with flexibility with working hours to fit around your personal commitments (e.g., 7am to 2pm, 8am to 3pm, etc.)
• 33% off at all our brands, including our hotels. Whether it’s date night at Miller & Carter or a family roast at Toby Carvery, we’ve got you covered
• A pension that pays, where we’ll more than match your contributions (x1.5 of your contributions, up to a maximum of 5% of your salary)
• Private healthcare, dental plan, cycle to work, and keep fit schemes
• 26 days annual leave plus bank holidays, plus option to buy up to 2 weeks extra holiday
• Opportunity to opt in to Sharesave Plan, enabling you to save to buy shares or have money returned

What makes Mitchells & Butlers a great place to work?

To us, a career isn’t just about ‘clocking in’. We really care about our colleagues, and we’re an employer that keeps a promise. In fact, as one of the largest employers in the country, with over 44,000 people working for us, we have the responsibility of valuing every contribution from a diverse workforce that are representative of our guests, and who make us stronger. We continue to build a culture that values our differences and embraces them as strengths, and we recognise that there is always work to be done.

What you’ll be doing in this IT Service Manager role…

Customers

• Forging strong relationships with our frontline stakeholders and understand their needs for our IT Services. Establish a customer centric view of the performance of our IT services, ensuring that everything our technical teams deliver is relevant and prioritised based on their needs.
• Understanding business stakeholder needs, challenges, priorities and represent them back into Tech & Service Ops Management teams using this insight to prioritise the Continuous Improvement plan and Practice Backlogs.
• Driving technology adoption within the outlets, demonstrating existing product features and services available to meet requirements.
• Designing support models that align with agreed strategy and Service Management process and policies to meet the needs of the Business by working closely with the Service Readiness and IT Project and Vendor Management Teams.
• Routinely update customers and key stakeholders on the provision and performance of Outlet IT Services through a variety of communication mediums.

Measures

• Developing and implementing a Customer Experience Strategy to move away from traditional Service Level Agreements (SLA) to a customer centric experience driven measure (XLA), specifically for Outlet IT services.
• Creating simple and understandable insight from a variety of sources (SLA’s, feedback, KPI’s, XLA’s) that demonstrate the performance of Outlet IT Services. Focus on operational stability, robustness, and quality.
• Benchmarking IT Service performance and set aspirational targets to improve the services.
• Defining, implementing and monitoring customer experience metrics (XLA’s) to measure site level experience of the IT services.
• Setting service standards to assure the quality of Operational IT delivery with the help of the wider Tech & Service Ops teams.

Continual Improvement

• Planning, prioritising and driving the S&S Continuous Improvement Roadmap through identifying and exploring opportunities for service and business improvement. Deliver the CI plan and Practice backlogs incrementally using Agile methodology ensuring that there is a constant stream of IT service and technology improvements to drive the services forward.
• Championing and driving the adoption of Automation and AI technologies within Tech & Service Ops teams to improve service and keep IT delivery lean and efficient wherever possible.
• Driving improvements based on the output of XLA’s feeding into the overall Continuous Improvement Roadmap.
• Working closely with the IT Problem Management function ensuring that all IT Problems are prioritised based on ‘real world’ customer impact and insight to improve the reliability and performance of the services.

Ways of working

• Designing, implementing and leading MAB’s Agile Service Management approach, working with the wider Tech & Service Ops teams to move the services forward. Coach and mentor the Teams to deliver incremental improvement through Agile working practices.
• Working closely with Vendor Management to implement XLA’s where appropriate and value adding.
• Working with Service Management Practice Owners to deliver bi-weekly sprints agreed within the Sprint Backlog.

What you’ll need to bring to this IT Service Manager role…

• An ability to complete stakeholder management at all levels.
• A passion for this specialist field and the ability to plan and articulate SLA’s, XLA’s and KPI’s both internally and to operations.
• Excellent interpersonal, communication and presentation skills.
• Highly process aware, with evidence of actively contributing to continuous improvement
• Confidence to challenge the status quo through bold behaviours.
• Competent user of Microsoft Office suite of products.
• Initiative-taking and motivates others keeping morale and performance high.
• Ability to prioritise workload and work well under pressure to meet deadlines and manage business expectations.

Qualifications in the following would be beneficial…

• ITIL Foundation V4 (min)
• Degree level education or relevant industry focused experience.
• Agile Service management (ASM)
• Minimum five years IT experience
• Experience of Hospitality & Leisure business processes

This is a mobile working role, where you would do a mixture of, office, sites and home working.

Could you be a great addition to our team? Apply for this IT Service Manger role today and we’ll be in touch to explore how you could be part of our exciting future.

Closing date: Friday 8th March