IT Service Management Lead

About Restaurant Brands International:

Restaurant Brands International Inc. is one of the world's largest quick service restaurant companies with over $40 billion in annual system-wide sales and over 30,000 restaurants in more than 100 countries. RBI owns four of the world's most prominent and iconic quick service restaurant brands - TIM HORTONS, BURGER KING, POPEYES, and FIREHOUSE SUBS. These independently operated brands have been serving their respective guests, franchisees and communities for decades. Through its Restaurant Brands for Good framework, RBI is improving sustainable outcomes related to its food, the planet, and people and communities.

Great opportunity to grow with a rapidly growing company, Restaurant Brands International (RBI). This position has high visibility in the company reporting directly to the Director of IT Operations. RBI is looking for an energetic and enthusiastic individual who acts as a change agent and can influence IT professionals to continuously improve the way they work and deliver service for employees and customers of the company.

Responsibilities

• Oversee the operations of an outsourced IT Service Desk operating the ServiceNow platform and improving the quality of service through automation and product enhancements and growing user adoption.
• Own the ITSM standards and processes for incident, problem, change management, and CMDB and ensure smooth frictionless operation across the organization.
• Identify and implement automation opportunities to eliminate repetitive tasks and enable self-service for the customers.
• Provide project management and oversight for specific initiatives and lead a team of analysts and engineers.
• Work in collaboration with the Information Security team to monitor and maintain appropriate Cybersecurity controls ensuring continual progress towards improving the security posture.
• Oversee L1/L2/L3 tickets and the handling and prioritization of escalations through the use of processes and tools
• Establish best practices throughout the entire technical support process.
• Follow up with customers at all levels of the organization to identify areas of improvement.
• Contribute to weekly and monthly CPI and KPI reports that drive the team's productivity and efficiency.
• Establish and communicate service management standards globally across the organization
• Ensure all monitoring solutions are connected for optimal operations (SolarWinds, Iona, OpsGenie, etc.)
• Collaborate with business and technology teams across all regions (ASIA, EMEA, Americas)
• Manage cross functional relationships to ensure delivery on all priorities and objectives
• Complete regular internal system audits and ensure all applications and infrastructure are maintained, upgraded, and under proper support internally and by 3rd party suppliers
• Act as a liaison with internal and external auditors for addressing compliance and regulatory obligations

Skills:

• 5+ years of experience working with managed outsource service providers and offshore support models
• Experience working with ServiceNow, Change, Incident, Problem and Asset Management, CMDB, Process design, policy making.
• Experience working with public company regulations (SOX, PCI-DSS, HIPPA, etc.)
• Great knowledge and working experience with configuration management databases and asset management
• Proven project management abilities to guide complex projects and the ability to give instructions to a non-technical audience with demonstrable experience driving projects to completion
• Experience and knowledge operating in an Agile environment.
• Enterprise size company experience mandatory
• Ability to analyze information and data sets using standard tools (e.g. Excel)

Communications/Leadership

• 5+ years of experience working with Service Now or related tools applying hands on experience functional hands-on experience in supporting an IT organizations service management capability.
• Excellent oral, written, presentation and interpersonal skills
• Excellent analytical and problem-solving skills
• Ability to create work relationships across multiple areas, engaging with stakeholders, vendors and suppliers, their teams, and other employees
• Ability to motivate, guide and challenge development/engineering team members with improving

Education/Technology

- Bachelor's degree in Computer Science, Management Information Systems, or a related field

- ITIL, CITP, MCSE, CompTIA A+, or other security certifications highly desired

Restaurant Brands International and all of its affiliated companies (collectively, RBI) are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. RBI's policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.