wagamama Head of Technology Service and Operations

wagamama

purpose

the head of service and operations is a strategic leadership role responsible for overseeing the day-to-day technology operations for a leading restaurant group with significant operations across the uk and us. this individual will drive operational excellence, ensure smooth delivery of services, and manage relationships with outsourced managed service providers (msp’s) to support business objectives. A strong stakeholder manager, the ideal candidate will have a strong background in technology operations within the hospitality sector, experience in managing msp’s, and a deep understanding of the restaurant industry’s unique needs, from point-of-sale (pos) systems to customer experience platforms.

key accountabilities

strategic service leadership

• develop and implement a strategic roadmap for technology service and operations aligned with business goals in the uk and us markets.
• partner with senior leadership to ensure technology service offerings support current and future business initiatives, particularly as they relate to customer experience and operational efficiency.

managed service provider (msp) management

• oversee and manage the relationship with outsourced msp’s, including contract negotiations, performance reviews, and ongoing service-level agreements (sla’s).
• ensure msp’s deliver high-quality services that meet or exceed sla requirements and support the organisation’s operational needs.
• drive continuous improvement and innovation in partnership with msp’s to enhance service quality and cost-efficiency.

operations and service delivery

• lead the day-to-day operations of the technology function, including network infrastructure, operations monitoring, asset management, software licence management and work to maintain optimal service performance.
• oversee the technology service desk, ensuring timely resolution of issues affecting restaurants, from pos systems to back-of-house technology.

incident and problem management

• establish a proactive incident management framework, including escalation protocols, root cause analysis, and preventive measures.
• collaborate with msp’s and internal stakeholders to address and resolve incidents quickly and minimize business disruption.

It/tech governance and compliance

• ensure technology operations comply with relevant regulatory standards in both the uk and us, including data protection and cybersecurity protocols.

budget and cost management

• oversee budgeting and financial management for technology operations, ensuring that expenditures align with budgetary goals.
• identify cost-saving opportunities within the operations, particularly in collaboration with msp’s, while maintaining service quality.

team leadership and development

• lead, mentor, and develop a team of technology operations professionals, promoting a culture of accountability, innovation, and collaboration.
• work closely with cross-functional teams (e.g., product, marketing, and restaurant operations) to align technology efforts with broader business goals.

key stakeholders

• restaurant teams, area managers and regional directors
• managed service providers account directors and senior team
• finance business partner
• people team business partner
• technology product managers
• head of technology change

key skills + experience

• strong stakeholder management and an ability to explain technology jargon in laymans terms.
• bachelor’s degree in information technology, computer science, or a related field; an mba or master’s degree in a relevant discipline is a plus.
• 10+ years of experience in technology operations, with a minimum of 5 years in a senior leadership role, preferably in the hospitality, retail, or restaurant industry.
• proven experience managing outsourced msp’s, including contract negotiations, sla management, and performance optimization.
• deep understanding of the technology landscape in the hospitality sector, including pos systems, crm platforms, mobile apps, and digital ordering solutions.
• strong knowledge of it governance, compliance, and regulatory requirements in both the uk and us.
• demonstrated success in managing technology budgets, cost controls, and operational efficiency improvements.
• excellent leadership, communication, and interpersonal skills with a track record of building and developing high-performing teams.
• ability to work effectively in a fast-paced, dynamic environment and adapt to changing business needs.