Senior Service Delivery Manager – IT Support

3 weeks ago

Islamabad, Islamabad, Pakistan F&J Consultants Full time
Senior Service Delivery Manager – IT Support (QSR Industry)

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A seasoned and results-driven Service Delivery Manager with over 10+ years of progressive experience in IT service management, infrastructure operations, and multi-site support delivery within the Quick Service Restaurant (QSR) industry. Adept at leading geographically dispersed teams, optimizing service performance, and aligning IT support functions with the fast-paced, customer-centric nature of the QSR business.

Proven ability to design, implement, and govern ITIL-based service delivery frameworks, ensuring consistent, scalable, and high-quality support to both front-line restaurant operations and corporate stakeholders. Skilled in stakeholder management, vendor coordination, SLA/KPI enforcement, incident/problem management, and continuous improvement initiatives.

Known for balancing operational excellence with innovation, championing the adoption of emerging technologies that enhance customer experience, reduce downtime, and increase operational agility across all restaurant and back-office systems.

Core Competencies:


• Incident, Problem & Change Management (ITIL v3/v4)


• SLA & KPI Monitoring and Optimization


• Stakeholder & Vendor Relationship Management


• Root Cause Analysis & Continual Service Improvement


• Budgeting & Cost Optimization for IT Services

Industry-Specific Expertise:


• Extensive hands-on experience supporting mission-critical restaurant technology: POS systems (e.g., NCR,

Oracle Micros), back-of-house platforms, payment processing systems, self-service kiosks, digital signage,

loyalty apps, and delivery integrations.


• Partnered with operations, marketing, and supply chain teams to ensure seamless IT enablement of

promotions, menu updates, and customer experience initiatives.


• Proven success managing 24/7 support teams and vendors to ensure uptime and rapid incident response

across hundreds of restaurant locations.

Key Achievements:


• Led the national rollout of a new cloud-based POS system across 1,200+ locations, resulting in a 30%

reduction in support incidents and a 15% increase in transaction speed.


• Improved first-call resolution rate by 40% by restructuring support tiers and implementing advanced


• Developed and enforced standardized service level agreements with third-party vendors, resulting in 25%

faster incident resolution times.


• Introduced a proactive monitoring and analytics framework that predicted high-risk outages and reduced

downtime by 20% year-over-year.

Leadership & Communication:


• Recognized for building high-performing, customer-focused IT support teams and fostering a culture of

accountability, transparency, and continuous learning.


• Excellent communication and stakeholder management skills, frequently serving as the liaison between

technical teams, restaurant operators, and executive leadership.


• Comfortable presenting IT performance reports, risk assessments, and improvement roadmaps to C-suite

stakeholders.

Certifications:


• ITIL v4 Foundation (or higher)

Tools & Platforms:

ServiceNow | Jira | Freshservice | Microsoft 365 | Cisco Meraki | Splunk | POS Systems (NCR, Oracle, Revel) | Digital Ordering & Loyalty Platforms (Olo, Punchh, etc.)

Seniority level
  • Seniority levelDirector
Employment type
  • Employment typeFull-time
Job function
  • Job functionProject Management and Information Technology
  • IndustriesIT System Data Services

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