Service Delivery Officer

2 weeks ago

London, United Kingdom McDonald's Limited Full time

**The Opportunity**:
The Technology team is looking to add to their team. This is a brilliant opportunity for an outstanding Service Delivery Officer where you will be responsible for Operational Service Delivery.

The McDonalds Service Delivery Officer will work closely with Retained Organisation at all stages of Operational Delivery acting as an escalation and approval gate.
Close relationship with the Service Delivery Consultant and collectively run Service Reviews and interface into the wider business.

**What will my accountabilities be?**
- Act as the main Service Operations representative with the wider business and Franchisees
- Responsible for the delivery of the Technology Services to the McDonalds business (UK & ROI) for both Restaurant and Corporate functions
- Ownership of Technology service partner relationships to deliver gold standard service to our customers
- Act as escalation point for supplier Incident Management engagement issues and during Major Incidents, attending partner calls as required
- Engage with business stakeholders to share service improvements and initiatives and promote the Service function
- Create and approve end user facing Incident communication content and templates
- Contribute to and create reports as required by the department and/or wider business
- In collaboration with the Transition Manager keep the Service Integrator advised of any changes in business priority that could affect Incident prioritisation
- Ensure Service Integrator Reporting is in line with requirements reviewing format regularly
- Identify and recommend Service Integrator delivery/service improvements and supervise the delivery of these improvements
- Ensure Continual Service Improvement Log in place and reviewed regularly
- Lead business driven delays in approvals that result in complaints or degraded Request Management Service
- Act as partner concern for Requests made outside of business rules
- Out of hours contact point for major incident coordination and Escalations (shared rota)

**What Team will I be a part?**

We are looking for a forward thinking and ambitious individual to be a part of our hard-working Service Operations Team. The team have an ambitious agenda and there is no better time to join this incredible team and be an instrumental part of improving and adapting IT within the business.

**Who are my customers?**
- Reports directly to Service Delivery Consultant.
- Close working relationship with Franchisees and Operational support teams
- Close working relationship with RSG (Operations) Team
- All UK & ROI Restaurants
- All UK & ROI Corporate teams
- Close working relationship with CapGemini Technology Helpdesk
- It functional teams
- All 3rd party IT partners

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