Ready to make your next big professional move? Join us on our journey to achieve our big dream of building the most loved restaurant brands in the world.
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 120 countries and territories. 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.
RBI is committed to growing the TIM HORTONS®, BURGER KING®, POPEYES® and FIREHOUSE SUBS® brands by leveraging their respective core values, employee and franchisee relationships, and long track records of community support. Each brand benefits from the global scale and shared best practices that come from ownership by Restaurant Brands International Inc.
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.
Role & Responsibilities
- Oversee the operations of an outsourced service management team operating the ServiceNow platform and improving the quality of service through automation and product enhancements and growing user adoption.
- Own the ServiceNow and ITSM process strategic roadmap
- Own the ITSM standards and processes for incident, problem, change management, Asset 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.
Qualifications
- 5+ years of experience managing the Service Now product or related tools applying functional hands-on experience in supporting an IT organization’s service management capabilities.
- 5+ Years of Experience in a Process Management or Service Delivery Management Role
- 5+ Years of Experience in an IT Asset Management role at the Manager or Principal level
- 2+ Years as a leader of teams of 3 or less employees
- 5+ years of experience working with managed outsource service providers and offshore support models
- Experience managing the ServiceNow Platform and managing the Change, Incident, Problem and Asset Management, CMDB, Process design, and policy making processes
- Experience working with public company regulations (SOX, PCI-DSS, HIPPA, etc.)
- Extensive 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
- Enterprise size company experience mandatory
- Experience working in an Agile environment
- Ability to analyze information and data sets using standard tools (e.g. Excel)
- 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
- Bachelor's degree in Computer Science, Management Information Systems, or a related field
- ITIL, CITP, MCSE, CompTIA A+, or other security certifications highly desired
Benefits at all of our global offices are focused on physical, mental and financial wellness. We offer unique and progressive benefits, including a comprehensive global paid parental leave program that supports employees as they expand their families, free telemedicine and mental wellness support.
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.