Service Delivery Manager (Restaurants)

TL;DR

Service Delivery Manager (Restaurants): Managing operational service delivery and customer relationships for a strategic QSR account with an accent on SLA achievement and continuous improvement. Focus on coordinating cross-functional teams to resolve major incidents and driving operational stability.

Location: Full-Time Onsite in East Finchley, London, UK

Company

Global platform-powered leader in unified commerce for shopping and dining, empowering retailers and restaurants to accelerate business outcomes.

What you will do

• Serve as the primary onsite point of contact for all service delivery matters for a strategic restaurant customer.
• Manage day-to-day performance to ensure contractual obligations, SLAs, and KPIs are achieved.
• Lead operational responses during service disruptions and coordinate cross-functional teams for major incident resolution.
• Deliver weekly, monthly, and quarterly service reviews using operational data to provide business insights.
• Drive continuous improvement by identifying recurring issues and leading root-cause analysis activities.
• Partner with leadership to support contract retention, customer satisfaction, and account growth.

Requirements

• Must be based in or able to work full-time onsite in East Finchley, London.
• 7–10 years of experience in Service Delivery, Customer Success, or Operations Management in a technology services environment.
• Proven experience working with enterprise customers in the Quick Service Restaurant (QSR) industry.
• Strong understanding of IT Service Management (ITSM) principles, including Incident, Problem, Change, and Request management.
• Demonstrated success managing service performance against contractual SLAs and KPIs.
• Bachelor's degree in IT, Computer Science, Business Management, or a related discipline.

Nice to have

• Experience with ServiceNow or similar ITSM platforms.
• Proficiency in reporting and visualization tools such as Power BI.
• Experience delivering executive-level presentations.

Culture & Benefits

• Work within a globally inclusive company committed to equal employment opportunity.
• Engagement with high-profile strategic accounts in the dining and retail sector.
• Collaborative environment focusing on professional growth and performance-based promotion.