Company Description
About Us
McDonald’s has run its business in the UK since 1974 and currently operates over 1500 restaurants across the UK and Ireland, serving almost four million customers each day. McDonald’s is one of the UK’s largest private sector employers, employing over 170,000 people.
Hybrid Working
This role is based in our East Finchley office working 3 days in the office and 2 days remotely.
Job Description
The Opportunity
In this exciting opportunity you will be planning and improving the strategy for Service Operations. You will be our most visible and accountable leader amongst franchisees and in our restaurants. You will achieve this by designing and implementing the Service Strategy across the full UK&I restaurants estate and corporate offices. The Head of Service Operations role will operate as a strategic leader within Technology and will ensure that the service is measured in such a way that drives the right behaviours. The role holder will sponsor and provide leadership around specific programmes and projects in support of McDonald’s growth plans. The role holder will also provide commercial leadership with a number of key partners in order to drive business value and appropriate governance.
What will my accountabilities be?
* Provide senior leadership within the RGRT team to foster a high-performing culture aligned with the company values.
* Stay close to the business by building and maintaining strong franchisee relationships, particularly with those in the Technology Committee.
* Set the strategy for Service Operations such that ongoing continuous improvement of the service is demonstrated.
* Transform the service to one that delivers excellent outcomes for our restaurants and Franchisees.
* Accountable for creating and gaining franchisee buy-in for an enhanced OTP programme so restaurants are better able to self-serve and increase overall restaurant up-time.
* Responsible for Incident Management, ensuring that service incidents are correctly prioritised, assessed and resolved in accordance with design standards.
* Accountable for the efficient management of change (ITIL) across the organisation.
* Work closely with the Supplier Management team to create strong feedback loops.
* Accountable for the market Major Incident Management and RCA processes.
* Service Operations escalation point for Franchisees, operating ‘on-call’ as required.
* Accountable for partnership/supplier management of service operations suppliers.
* Responsible for Hardware Asset Management strategy in the market, as well as the CMDB, and its compliance.
* Accountable for Problem Management in terms of the identification of candidates and subsequent liaison with technical subject matter experts.
* Develop inclusive leadership skills across the Technology team.
* Lead the development of the talent and succession plan within the RGRT team.
* Deputises for the Director of Running Great Restaurant Technology as required.
What Team will I be a part?
The Head of Service Operations will operate as part of the RGRT Leadership team, and is also a member of the Technology Senior Leadership team, reporting to the Technology Director for the UK&I.
Who are my customers?
Customers of this role will include:
* Our Franchisees
* Department Heads and Directors from across the market
* Global Technology colleagues in other McDonald’s markets.
Qualifications
What background do I need to have?
* The role holder will have senior Technology leadership experience with a broad remit.
* Will possess excellent interpersonal and communication skills and commercial acumen.
* Hold a proven ability to work effectively with all organisational levels.
* The ability to build collaborative working relationships with various stakeholders.
* Be an expert in Service Operations and Incident and Problem Management.
* Excellent track record managing partners and 3rd parties to deliver business outcomes.
* Excellent experience of working with data to deliver results.
* Strong commercial and business acumen and experience of negotiating complex tenders.
Additional Information
Company Vision and Culture
Our Global vision is to build a better McDonald’s and in the UK and Ireland we are working hard to be the UK & Irelands best-loved restaurant company.
McDonald’s is defined by its culture. Our culture shapes and informs everything we think and everything we do. 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 do not tolerate inequality, injustice or discrimination of any kind. We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations.
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