IT Services

4 weeks ago

Islington UK, North London, United Kingdom Prezzo Full time

Role: IT Services & Product Manager

Location: Islington

Salary: £60,000 + Bonus


Why are we all here? Well, the answer is simple. Our purpose is ‘Sharing the Joy of Italian Dining’ and we do this through our menu (our product), our service (our people) and our environment (our places). Serving a delicious range of food and drink, inspired by our time spent travelling the length and breadth of Italy, our menu is more than just pizza and pasta, beer and wine. Our range is broad and includes salads, cocktails and coffee too.


Whilst no two days are the same at Prezzo, which is what makes it such a great place to work, one thing that remains the same is our commitment to putting our people at the heart of everything we do. Our restaurants are a huge part of the communities they serve, and being part of Prezzo means you’re joining a friendly, supportive and inclusive environment where you can build genuine relationships… and, importantly, be yourself.


What You'll Do:


As IT Services and Product Manager you will be responsible for ensuring a working BAU environment for all systems from an IT perspective, through Supplier Service reviews, managing releases of SaaS/PaaS/IaaS product upgrades and relevant firmware and hardware upgrades.


By adhering to product and supplier roadmaps and organising and attending regular system reviews with internal customers, you will be responsible for implementing new features in conjunction with our partners and infrastructure, and work to leverage existing functionality for the purposes of the business, within timeframes agreed with the various business stakeholders and approved through an internal Change Board.


You will need to provide technical 3rd line support and BAU support documentation, with training for the IT 3rd Line Support Analyst and the separate 7-day One Call Shared Services helpdesk, with assistance from the IT 3rd Line Support Analyst where appropriate, and develop strong relationships with supplier contacts at all levels to provide an escalation route in the event of P1 or P2 incidents.


As part of regular support duties, the IT Services and Product Manager will undertake regularly scheduled BAU tasks to test IR processes within the company as well as in partnership with suppliers, and ensure that systems access periodically reviewed, and be responsible for ensuring an up to date and accurate asset register of IT equipment across the estate.


Where appropriate, you will be required to provide out of hours escalation support to the business, and to support their line manager in maintaining IT overview documentation and policies and BAU technical requests.


Key responsibilities:


  • You will understand and schedule product and infrastructure upgrades and maintain existing standards, both through internal customers and suppliers
  • Organise and lead quarterly reviews with internal stakeholders to review existing systems used across the business and ensure relevant access and documentation is maintained in line with outcomes
  • Prepare for upcoming releases and product roadmaps for systems and supplied services, and implementing with internal stakeholders
  • Organise and perform regular service reviews with suppliers to ensure smooth BAU support
  • Work with IT 3rd Line Support Analyst to provide 3rd line support to internal teams and provide cover for BI aligned processes
  • Maintain Support documentation for internal teams and internal customers in line with product releases and updates
  • Be the primary point of contact during office hours for escalation of P1 and P2 events related to systems and infrastructure, and work with the wider IT team to provide out of hours escalation on a weekly rota’d basis
  • With IT 3rd Line Support Analyst, maintain hardware stock through ordering and within budget
  • Work within the wider IT team to implement estate wide technical requests as deemed necessary
  • Regularly review and circulate IT policy documentation, such as security policies and system maps


Experience specific to the role:


  • You will have EPOS Environment experience, covering hardware, till software, Stock & finance systems, preferably Comtrex Enterprise
  • Have an understanding of Workforce Management Systems, covering shift and personnel management, preferably Fourth Hospitality
  • Have a knowledge of SQL and similar database management languages
  • Intune, Microsoft Security and Protection and Microsoft Defender experience
  • Switch, WiFi management experience, with experience of management portals such as Meraki and Unifi
  • Helpdesk management tools, such as Atlassian Jira Service Management or Concerto


Technical Skills Required:


  • Microsoft Windows, Server and Active Directory
  • Microsoft Office 365, M365 Azure and Microsoft Entra ID
  • General IT infrastructure (hardware, databases, operating systems, local area networks, WAN, etc)
  • Experience of help desk procedures and change management processes, and running access control
  • Experience managing supplier contacts and escalations
  • Familiar with wider network management, such as firewalls, routing and VPNs
  • Familiar with API and SFTP setup and management


Interpersonal Skills:


  • You are an analytical thinker - acquiring understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts
  • Have strong attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked
  • Information acquisition - well developed analytical and problem-solving capabilities in identifying gaps in the available information required to understand a problem or situation and devising means of remedying such gaps
  • A focus on the customer - understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions
  • Strong time management responsibility and project management skills
  • Have good communication and interpersonal skills with an aptitude for communicating complex technical issues to both peers and non-technical staff
  • Experience of working with stakeholders within various levels of a business and providing a holistic overview of processes and how they may impact various areas of the business


What You’ll Get:


  • 25 Days holiday plus an additional day for your birthday to help you celebrate
  • Phone Allowance
  • Up to 15% - 30% discretionary bonus
  • 50% off food and drink for you and your friends and family
  • Prezzo Perks - numerous free discounts on high street brands, gyms and other locations.
  • Employee Assistance Programme. Confidential support you when you need itGP Appointment Helpline. Providing 24/7 medical advice and reassurance.
  • Voluntary Bupa Dental Cover, UNUM Critical Illness Cover and Simply Health Cash Plan
  • Free mortgage advice with Charles Cameron
  • Earn up to £1000 in our ‘People Like You’ referral scheme
  • TasteCard - Free discounts at branded restaurants nationwide


At Prezzo, we want to create a genuinely inclusive workplace, where we embrace the differences of all our colleagues and celebrate diversity. We love to see applications from under-represented groups and welcome applications from individuals, regardless of their background. Prezzo joined the Sustainable Restaurant Association (SR

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