IT Service Delivery Manager

Company Description

At Raising Cane's Chicken Fingers we serve only the best tasting and most craveable chicken finger meals. It's our ONE LOVE. Our Crew make it happen, our Culture makes it unique and the Community makes it all worthwhile.

Every talented Crewmember in our Restaurant Support Office (RSO) is important to our success and a value to our rapidly growing Company. We all work with a sense of purpose and focus on our chicken finger meals, Customers, Crew, Communities and Company Culture. We are constantly striving to Raise The Bar. The future for Raising Cane's is growth focused and we're on the path to being one of the top 10 restaurant companies in the United States.

Job Description

The Service Delivery Manager plays a key role in developing and executing customer support strategies, collaborating with our Managed Service partner to address complex issues, and working to identify areas for improvement. This role is responsible for ensuring the success of the Digital Consumer Channels Support Team which includes on- and offshore team members. This role acts as liaison between Raising Cane's and our Managed Service partner. The Service Delivery Manager is responsible for overseeing this team, managing the relationship, ensuring timely and effective assistance by managing daily operations, resolving escalated issues, implementing strategies to improve customer satisfaction, and monitoring team performance to maintain high service standards.

Your Impact and Responsibilities:

• Holds the Managed Service partner team accountable to deliver against the agreed SOW and SLAs, while also assigning tasks, providing feedback, and conducting reviews
• Monitors customer interactions, identifies and resolves escalated issues, ensures timely response to inquiries, and actively works to maintain high customer satisfaction levels
• Oversees daily operations of the customer support team which includes managing ticket queues, tracking key performance metrics, and identifying areas for improvement
• Conducts audits on incident progress, closure and backlogs, proper assignment, recurring issues, RCA, problem changes/CRs, communication on releases and problem ticket closure and the tools used (JIRA)
• Demonstrates initiative and a proactive approach to daily tasks, automation, continuous service improvement and alert fine tuning
• Analyzes customer feedback data to identify trends and areas for improvement, reports key metrics to management, and implements necessary changes
• Owns the escalation process, managing major incidents to ensure coordination of resolving parties, effective communication with stakeholders and incident review
• Contributes to the development of customer support strategies, including process improvement initiatives and potential new support channels
• Monitors, controls and supports service delivery ensuring systems, methodologies and procedures are in place and followed
• Monitors customer service interactions to ensure adherence to quality standards and company policy

• Ensures future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drives internal and third-party service review meetings covering performance, service improvements, quality and processes

Qualifications

• 5+ years of proven experience in IT service delivery or experience managing a managed service provider
• Knowledge and Experience preferred but not required in one or more of the below technologies: Custom platform (Micro services/React/Node/GraphQL with AWS)/other platforms like HCL Commerce/Adobe Commerce/Commerce tools etc., and Olo or other comparable ordering platforms
• Six Sigma/ITIL/PMP certified for quality assurance and process control is a plus
• Possess knowledge on managing websites/mobile applications/New Restaurant Openings/daily operations in SaaS solutions like OLO with respect to Restaurant business
• Demonstrated ability to operate in a fast-paced environment with the capacity to quickly pivot
• Able to handle highly confidential information and maintain strict confidentiality in a time-sensitive manner
• Detail-oriented, organized, and able to manage multiple priorities that may be constantly changing
• Self-driven, flexible, and highly energetic with strong leadership, analytical, written interpersonal, and verbal communication skills
• Able to work effectively and efficiently both independently and collaboratively
• Able to work full-time out of the Dallas Restaurant Support Office located in Plano, TX
• Bachelor's degree in information technology, business administration, or a related field
• Possess strong project management abilities and the ability to lead teams and resolve problems effectively

Additional Information

All your information will be kept confidential according to EEO guidelines.

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