Restaurant Technology Problem Manager

The Opportunity 

We are looking for a forwardthinking team player to join our hardworking Service Operations Team. The team has an ambitious agenda in 2025 and beyond; there is no better time to join us and play an instrumental part in improving and evolving technology within the business.

The Restaurant Technology Problem Manager will be responsible for identifying and reducing reoccurring issues within our restaurants and services. These improvements could be technical procedural or behavioural and will require working with multiple partners and functions to achieve these goals.

What will my accountabilities be

As a Restaurant Technology Problem Manager you will be responsible for owning ITIL Problem Management and Service Data Analytics whilst managing a team of Site Reliability Engineers and Level 3 technical subject matter experts. Your accountabilities could be refined as follows:

Own ITIL Problem & Change Management

• Take ownership of ITIL Problem Management activities proactively identifying addressing and fixing root causes of incidents and recurring issues within the system.
• Observability lead promoting stability across the estate by collaborating with crossfunctional teams to implement preventive measures.
• Actively take part in ITIL Change Management processes ensuring that changes to the system are thoroughly assessed planned and implemented in alignment with organizational policies and procedures.
• Work with Global and Lead Market representatives to standardise problem management activities and policies at a global level whilst also providing early insight to impacting problems and remediation activities.

Communication and Reporting

• Produce reports and presentations to improve communication back into the business providing insights into system reliability performance and improvement initiatives.
• Work closely with functions within the Technology team and our respective suppliers to communicate top impacting problems and work collaboratively to identify avenues for remediation in each area.

Lead mentor and develop the Site Reliability team

• Train coach and mentor Site Reliability Engineers ensuring the team maintains relevant career development plans and stays abreast of industry best practices.
• Collaborate with development teams to advocate for reliability engineering principles throughout the software development lifecycle detecting and correcting performance issues to meet availability goals.

Manage Service Operations data and analytics

• Take charge of the management and roadmap of an internal data lake house and its downstream reporting delivering early insights and value to the business.
• Enforce data governance policies and practices to ensure the quality security and integrity of data.
• Utilise advanced analytics and machine learning techniques to develop actionable insights from data contributing to the enhancement of system reliability and performance. 

What Team will I be a part of

This role will operate within the Running Great Restaurant Technology (RGRT) team

Who are my customers

Reporting directly to the Head of Service Operations you will have a close working relationship with technology partners like NCRV Capgemini VMO2 Sopra Steria and Vista. This role requires collaborative working with colleagues at a Global and Market level UK & ROI Restaurants Franchisees and their representatives Corporate Service providers RSG (Operations) IT functional teams and a 3rd party test team.  

Qualifications :

What background do I need to have

Who you are:

• Clear communicator: Strong verbal and written communication skills which enable effective collaboration and reporting.
• Demonstrated ability to explain technical information to nontechnical audiences.
• Problem solver: Analytical and critical thinker to identify and solve complex technical problems.
• Adaptability: Ability to thrive in a dynamic fast paced environments.
• Pragmatic thoughtful and customer driven.
• Work with energy and passion and inspire the same in others. 
• Build a feedbackrich environment and where appropriate demonstrate an ability to have difficult conversations.
• Appreciation of the needs of differing audiences (restaurants operations and office hierarchy franchisees suppliers).

Experience:

• Must have experience managing and leading a team.
• Proficient in identifying and addressing root causes of system issues.
• Experience managing and contributing to midlarge projects related to system reliability improvements. 
• Knowledge of Site Reliability Engineering (SRE) Practices: including error budgeting service level objectives (SLOs) and service level indicators (SLIs).
• Demonstrated ability to collaborate with crossfunctional teams including developers and system administrators.
• Handson experience in responding to and resolving incidents efficiently.
• Experience in implementing changes while following ITIL change management processes.
• Understanding of basic security principles and best practices for securing infrastructure.

Optional but advantageous technical skills:

• Proficient using observability tools (NewRelic and Thousand Eyes) BI platform and data visualisation tools (such as Tableau and Power BI) and technology tools (Jira Confluence).
• System Administration: Proficiency in Linux/Unix and Windows system administration.
• Networking: Understanding of network protocols configuration and troubleshooting.
• Cloud Services: Experience with cloud platforms like AWS Azure or Google Cloud.
• Data Architecture and Modelling:  Proficiency in designing and implementing scalable data architectures. Strong understanding of advanced analytics and machine learning techniques with handson experience in applying these methods to derive actionable insights from operational data.

What Youll Get:

• Competitive salary Bonus  Location and Car Allowance.
• Youll also get free parking lunch and gym access at the office.
• A collaborative and inclusive culture where your ideas are valued
• Hybrid working with 3 days a week in the office and 2 days remote.

Additional Information :

Company Vision and Culture

Our Global vision is to build a better McDonalds and in the UK and Ireland we are working hard to be the UK & Irelands bestloved restaurant company.

McDonalds is defined by its culture. Our culture shapes and informs everything we think and everything we do. Our culture influences the way we interact with each other and how we interact with customers franchisees and suppliers. Our culture motivates and inspires us to attract and retain great talent creating positive energising exceptional working environment for us all.

Our values drive our culture and shape our beliefs our priorities and our actions. They influence the decisions we make how we treat one another and how we show up as a brand to the world.

Serve: We put our customers and our people first
Inclusion: We open our doors to everyone
Integrity: We do the right thing
Community: We are good neighbours
Family: We get better together

At McDonalds we are People from all Walks of Life... 

People are at the heart of everything we do and they make the McDonalds experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities which we are proud of. The diversity of our people customers Franchisees and suppliers gives us strength.

We do not tolerate inequality injustice or discrimination of any kind.  These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it whether with McDonalds or elsewhere.

Remote Work :

No

Employment Type :

Fulltime