IT Service Delivery & Operations Specialist

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h3About The Company /h3 h3Join QSRP: where the good growth happens /h3 pBurger King is part of QSRP (Quick Service Restaurant Platform), a company dedicated to delivering mouthwatering food experiences to our 100 million customers annually through our 1,200+ restaurants and 7,000 employees throughout 9 key countries. Our product offering proudly represents a culturally diverse selection of Burgers through our US-style Burger King and Belgian-rooted Quick restaurants, French style O'Tacos, Vibrant burger brand G La Dalle, Dunkin: the world leader in coffee and donuts, Chopstix: one of the most recognized Asian QSR brands in the UK. /p pDate: Sep 14, 2026br/Location:br/Assago, IT, F br/Company: Burger King Restaurants Italy /p h3About The Company /h3 h3Join QSRP: where the good growth happens /h3 pBurger King is part of QSRP (Quick Service Restaurant Platform), a company dedicated to delivering mouthwatering food experiences to our 100 million customers annually through our 1,200+ restaurants and 7,000 employees throughout 9 key countries. Our product offering proudly represents a culturally diverse selection of Burgers through our US-style Burger King and Belgian-rooted Quick restaurants, French style O'Tacos, Vibrant burger brand G La Dalle, Dunkin: the world leader in coffee and donuts, Chopstix: one of the most recognized Asian QSR brands in the UK. /p pSo, are you ready to dive into a career that's as exciting as our menu? /p h3About The Position /h3 pAre you an IT support, operations or service delivery specialist ready to broaden your scope? This role offers the opportunity to move from resolving and escalating issues to progressively coordinating end-to-end service delivery across a national, multi-site restaurant environment. You will work closely with the Head of IT Italy, gain direct exposure to business-critical restaurant technology and build greater ownership of vendors, service performance and continuous improvement. /p h3Role purpose /h3 pYou will support the day-to-day technology operations of the Burger King and O’Tacos restaurant estate in Italy. Your focus will be to help ensure that restaurant and digital technology incidents are managed effectively, that the external service desk and technology partners deliver against expectations, and that the support chain remains clear, efficient and responsive. /p pThis is a hands-on individual contributor role in a lean IT organisation. It is designed for someone who already has a solid foundation in IT support or service operations and is ready to take the next step towards broader service delivery ownership. You will be expected to connect the dots across technologies and suppliers, while receiving context and guidance from the Head of IT as your responsibilities grow. /p h3What you will do /h3 h3IT operations and service delivery /h3 ul liSupport daily IT operations across approximately 350 Burger King and O’Tacos restaurants in Italy. /li liCoordinate the identification, prioritisation, escalation and resolution of restaurant technology incidents. /li liMonitor service levels, incident volumes,



recurring issues and service quality, highlighting risks and required actions. /li liProgressively take ownership of complex or cross-vendor incidents and help drive them through to resolution. /li liKeep Restaurant Operations informed during significant incidents or service disruptions. /li liWork with internal teams and suppliers to identify corrective actions for recurring problems. /li /ul h3Service desk and vendor coordination /h3 ul liMonitor the performance of the external service desk and other IT support providers. /li liTrack SLAs, response times, resolution times and backlog, and flag performance gaps. /li liPrepare and participate in regular operational reviews with technology partners. /li liFollow up with suppliers on service issues and agreed improvement actions. /li liHelp maintain clear roles, responsibilities and escalation paths across technology providers. /li liCoordinate multiple suppliers during incidents involving more than one technology component. /li /ul h3Restaurant technology /h3 ul liBuild a strong understanding of the end-to-end restaurant technology environment, its dependencies and support model. /li liWork across POS and EPOS, kiosks and digital ordering, kitchen and back-of-house systems, delivery integrations, payments, networks, connectivity, restaurant hardware and digital applications. /li liMaintain clear documentation of technology ownership, dependencies and escalation routes. /li liWork with project teams to help transition new solutions into stable operational support. /li /ul h3Continuous improvement /h3 ul liAnalyse incident trends and recommend practical actions to reduce recurring failures. /li liImprove documentation, escalation processes and operational procedures. /li liContribute to the definition and monitoring of operational KPIs and service performance. /li liIdentify opportunities to simplify the restaurant support model and improve restaurant satisfaction with IT services. /li /ul h3What do you bring /h3 pWe are interested in potential as well as proven experience. You may already be an IT Operations Specialist, IT Support Manager, Service Delivery Specialist or IT Coordinator who is ready to gain wider ownership in a complex multi-site environment. /p ul liExperience in IT support, IT operations, service delivery or vendor coordination within a multi-site environment. /li liExposure to QSR, restaurants, hospitality or retail technology is strongly valued. Comparable multi-site operational environments will also be considered. /li liPractical experience with incident escalation, problem solving and follow-through. /li liExperience working with an external service desk, IT suppliers or managed service providers.



/li liAbility to coordinate technical and non-technical stakeholders during operational issues. /li liHands‑on mindset and the confidence to investigate issues, ask the right questions and keep actions moving. /li liAbility to understand systems and technical dependencies without being a specialist in every technology. /li liStructured and pragmatic communication style, with the ability to work effectively with Restaurant Operations and technical teams. /li liFluent Italian and good professional English. /li /ul h3Preferred, Not Required /h3 ul liExperience with restaurant technologies such as Oracle POS, MyTec, Acrelec or similar kiosk solutions, delivery integrations, kitchen systems, payments or restaurant networking. /li liExperience in a franchise environment. /li liFamiliarity with ITIL or service management practices and ITSM platforms. /li /ul h3As an individual you are /h3 pThis is not a purely managerial or governance role, and it does not include direct people management. It is an experienced specialist role for someone who enjoys staying close to operations and solving practical problems, while being ready to expand their influence and accountability. One moment you may be reviewing service KPIs with a supplier; the next, you may be helping determine why an incident is moving between the POS, network and kiosk providers and ensuring that the right party takes action. /p h3Why join us on your journey? /h3 ul liContribute to our mission of becoming the market leader in QSR sector /li liPlenty of career growth opportunities across all our international head quarters /li liBecome part of a company where learning and development is in the heart of the culture /li liLoads of fun initiatives with your colleagues, many of them focused on giving back to the community /li liWe believe in a flexible and hybrid work model, but we also offer a modern and cool office environment for you to thrive in /li liEnivironmental sustainability is in the center of the way we operate /li liWe care about diversity, equity and inclusion and make everyone feel equally welcomed /li /ul h3What We Offer /h3 ul liPermanent Contract 1° Livello CCNL Commercio e Terziazio /li liGross Annual Salary Range From 38.000 € until 45.000€ /li liYearly Premio Based on Company Performance and Personal Objectives /li liMeal voucher /li liPension Scheme /li /ul pIntrigued, but want to read more about us first? /p pSure! Check out these resources to find out more about what we do. /p ul liQSRP website /li liOur Company Video /li liOur LinkedIn page /li liO'Tacos /li liQuick /li liBurger King Italy and Burger King Belgium /li liChopstix /li liDunkin' /li liG La Dalle /li /ul pAll applicants will receive consideration for the job with no regards to race, color, religion, gender, sex (pregnancy included) and sexual identity and orientation, age, nationality, citizenship, physical or mental disability, military status, family or marital status, medical condition, or any other basis protected by national or local laws and regulations. /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8ayvv2