Company Description
Nando's Malaysia is renowned for more than just its famous flame-grilled PERi-PERi chicken; it's about the passionate individuals who bring the brand to life. As part of the global Fired Up! family, Nandocas worldwide work together in a fun and inclusive environment that celebrates learning, growth, and camaraderie. Our restaurants, or casas, are lively spaces where we serve delicious food while supporting and empowering each other to succeed. At Nando's, we're committed to fostering a thriving brand and helping our team members become the best they can be.
At Nando's, we are more than great food. We are about people, passion and performance. We are looking for a driven and service-focused IT Service Delivery Manager to lead the delivery of technology services that power our restaurants and support teams.
If you enjoy solving problems, building strong partnerships and ensuring smooth operations behind the scenes, this role is for you.
What You'll Do:
Lead IT Service Excellence
- Oversee end-to-end delivery of information technology services to support business and restaurant operations
- Ensure services meet agreed service level agreements and business expectations
- Lead responses to major incidents and service disruptions, ensuring timely resolution and conducting thorough root cause analysis
Drive Projects That Matter
- Lead information technology projects from planning to completion within timeline and budget
- Work closely with cross-functional teams to understand business needs and deliver effective technology solutions
Build Strong Partnerships
- Develop and maintain strong relationships with internal stakeholders and external partners
- Proactively anticipate business needs and recommend improvements before issues arise
- Gather feedback regularly to enhance service quality and user experience
Manage Vendor Performance
- Oversee relationships with information technology vendors and service providers
- Negotiate contracts and ensure high-quality delivery of outsourced services
Champion Best Practices and Continuous Improvement
- Apply Information Technology Infrastructure Library principles (ITIL) and information technology service management (ITSM) best practices
- Drive continuous improvement initiatives across service delivery processes
- Promote a culture of learning, accountability and operational excellence
Qualifications
- Degree in Information Technology, Computer Science or a related field
- Minimum 6 to 8 years of proven experience in information technology service management, preferably within the food and beverage industry
- Strong project management capability with solid understanding of service delivery processes and governance
- Excellent analytical thinking and problem-solving skills with the ability to remain calm under pressure
- Knowledge of Information Technology Infrastructure Library or other information technology service management frameworks
- Proven experience leading cross-functional teams and collaborating with multiple service providers
- Strong track record in defining and monitoring service level agreements and operational level agreements, conducting service reviews and driving continuous improvement initiatives
- Hands-on experience in Change Management and Service Transition, including risk assessment and minimizing operational disruption
- Demonstrated leadership in Major Incident Management, coordinating vendors and conducting thorough Root Cause Analysis
- Strong communication and stakeholder management skills, with the ability to influence and build trust at all levels
At Nando's, we believe great service starts behind the scenes. Join us and play a key role in keeping our systems strong, our teams supported and our operations running smoothly.
