Register
Recruit Create CV
Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords
Some similar recruitments
Management Analyst Jobs
Recruited by US National Park Service 9 months ago Address , Lakewood $91,753 - $141,836 a year
Associate Ii, Problem Investigation
Recruited by American Red Cross 9 months ago Address New Hampshire, United States
Sr. Specialist, Client Management
Recruited by McKesson 9 months ago Address Columbus, OH, United States
Management Analyst Jobs
Recruited by Bonneville Power Administration 10 months ago Address Oregon, United States
Management Analyst Jobs
Recruited by Defense Logistics Agency 11 months ago Address Whitehall, OH, United States

Manager - Incident & Problem Management

Company

Wendy's
Address , Dublin, 43017, Oh
Employment type
Salary $96,000 - $168,000 a year
Expires 2023-06-09
Posted at 1 year ago
Job Description

WHY WENDY'S

When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn’t like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you’re looking for a career where you can be part of the action as we continue to grow our iconic brand – We got you!

The Manager of Incident and Problem Management will lead our Incident and Problem Management practices and align them to Industry best practices. This person will manage and monitor our Restaurant Service Desk, Enterprise Help Desk, and Service Management teams, ensuring incidents are being resolved, and provide executive level reports on findings including tracking and resolving ongoing repetitive issues, RCA status, preventative measures being implemented, and continuous improvement partnering with suppliers. They will lead Customer Experience optimization for all Help Desk customers, servicing escalations, improving journey maps, and leveraging Knowledge management, Event management, and Continuous Improvement to maximize service delivery. They will partner with other Service Management groups such as Major Incident Management and Change Management, to ensure effective communication, execution, and alignment on operations that create impact to our Support Teams and Restaurants.

Responsibilities
  • Stay informed of the latest developments / innovations in the restaurant technology field, including new products and services. Participate as a Subject Matter Expert for technology projects that are dictated by current business needs and technological developments.
  • Align and Implement ITSM/ITIL best practices for Incident Management, Problem Management, Knowledge Management, Event Management, and Continuous Improvement. Optimize Customer Experience through improved customer journeys and effective execution of service governance programs.
  • Provide guidance and oversight for Help Desks, Problem Management, and Incident Management teams. This includes monitoring for SLA adherence on contractual agreements, identification of on-going issues, and providing status of the teams work and results. Establish and refine SLAs and OLAs for Enterprise and Restaurant support teams.
  • Provide issue identification, summarization, and escalation to DRSC/RTO staff and regional vendors to drive resolution and improvements in technical solutions impacting restaurant operations. Analyze data to report on issue trends, patterns and insights to inform and shape future technology strategies

WHAT WE EXPECT FROM YOU

  • Organization & time management skills
  • Bachelor’s Degree in Computer Science or related field preferred
  • ITIL v4, Lean/Six Sigma Certification
  • Knowledge of restaurant operations & experience (3 years) or equivalent IT operations experience in Incident Management and Problem Management for Large Enterprises
  • Strong written and verbal communication skills
Wendy’s was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 7,000 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

#LI-Remote

Education: High School Diploma/GED

Travel: 5%

Pay Range: $96,000 - $168,000 Annually

Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.

APPLY NOW

SHARE