As our Service Readiness Analyst you will be responsible for working closely with the wider BC&T Teams to ensure a smooth and seamless handover for all deployments ranging from small scale projects localised to small group of users, to organisation-wide corporate projects involving significant business change and financial risk.
Working in an office flexible role, based at our Retail Support Centre in Birmingham City Centre, this is an exciting permanent opportunity to report into the IT Service Operations Manager.
Join us at Mitchells & Butlers, the heart of hospitality. With over 1,600 sites we’re the home of some of the nation's favourite restaurants, bustling bars, cosy country pubs and the local you didn’t know we owned. Think of a brand for any occasion, we’re all about providing moments to remember. If you’re passionate about hospitality, we want to hear from you!
What’s in it for me…
• Love eating out? You'll love it even more with a massive 33% discount across all our brands, so whether its date night at Miller & Carter or family roast at Toby Carvery we’ve got you covered
• Flexible working – to fit around the other important things in life
• Annual Bonus Scheme – We’re all about rewarding the hard work everybody puts in
• City centre office, with smart casual dress code table tennis and table football
• You will be part of something much bigger. At Mitchells & Butlers, we are a 44,000 strong team with over 13 brands, the opportunities are endless
On top of all this, we offer a pension, 26 days paid holiday; high-street shopping discounts; and we even give you free shares! There's also a free employee helpline- to support you with whatever life throws at you.
What will I be doing…?
• Acting as the “single point” of contact for the Service implementation of new projects and handing over into BAU support
• Ensuring Project ‘Known Errors’ and ‘Support Scripts and Documentation’ for the Service Desk and Application Support Teams is produced and inputted into the ITSM toolset and documentation portals before go live
• Working with the relevant teams, defining and documenting the support model and processes required for service readiness; including incident, problem, change, configuration, access control, request fulfilment, regular system maintenance, SLA’s and escalation procedures, adhering to relevant M&B Service Standards
• Capturing and reporting on issues and managing feedback into Projects during the ‘early life’ support phase. Where possible for resolution before BAU handover, otherwise working with the Service Desk manage transition of any issues that remain unresolved at handover to BAU.
• Working with our IT Security team to ensure that IT security implications, including GPDR compliance are documented
What do I need…?
Just like our brands, our teams are diverse. You’ll need...
• Preferably a minimum of five years IT experience with a background in both service delivery and project management
• A working understanding of the Service Now ITSM system modules, ideally Administration level qualified
• Self-motivated and well-organised with the ability to effectively prioritise workload to meet challenging deadline
• Experience of Hospitality & Leisure business processes and associated systems
• Strong influencing, negotiation and consultative skills– ability to build and maintain relationships with internal and external stakeholders
Working at the home of hospitality (our head office), you may not be serving our guests, but your support will put smiles on our guests and teams faces. This is the place where we get creative, train our teams and crunch our numbers. We’re all about having fun and creating moments to remember across the nation, our head office is no different.
Growing our team starts with you! Do you know a friend, ex colleague or a family member that could be a great fit for M&B and want the chance to earn £1000 – If you do, check out the "You and Who" page on Mable for more details!
