Chief IT Operations Officer

1 day ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Senior IT Service Delivery Manager

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.

Key responsibilities include leading geographically dispersed teams, optimizing service performance, and aligning IT support functions with the fast-paced, customer-centric nature of the QSR business.

The ideal candidate will possess excellent communication and stakeholder management skills, frequently serving as the liaison between technical teams, restaurant operators, and executive leadership.

Critical Skills:

  • 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, 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.

Leadership Qualities:

  • Recognized for building high-performing, customer-focused IT support teams and fostering a culture of accountability, transparency, and continuous learning.
  • 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.)

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