Service Delivery Owner for IT
Bloomin' Brands is looking for a Service Delivery Owner (SDO). This IT role is critical in meeting our mission in supporting our restaurants. The ideal SDO projects high energy while possessing a passion for technology. He or she speaks comfortably from a technical perspective with clients, our partners, and across the team. The SDO "owns" the managed service portfolio, providing oversight for all service management functions - performance, availability, and business continuity. The SDO is at the center of the action, ensuring SLAs are met by our service desk and Infrastructure provider while ensuring a stable service and infrastructure environment.
This position is based in our Tampa Restaurant Support center and candidates should be local to the Tampa Bay area. Work schedule will be hybrid after initial training is completed.
*The SDO is primarily responsible for overseeing the delivery teams to ensure that contracted services are delivered in accordance with agreed expectations and SLAs.
*Reviews and ensures adherence to the SLA's and OLA's for the set of service desk and infrastructure services.
*Key outcome is improved effectiveness of service delivery and validated through periodic reporting to stakeholders at appropriate level of detail and content.
*As applicable, the SDO will help foster the use, and ongoing improvement of, formal project management approaches on the account.
*Performance analysis: review performance data to understand how the service provider is performing and proactively directing the necessary corrective actions to meet SLAs and customer requirements.
*The SDO provides an escalation path for operational issues and incidents.
*Assists in the creation of Root Cause Analysis and driving/reporting of resulting corrective actions - across the domains of process, people and tools
*Prepares for and coordinates responses to outages and disruptions impacting application portfolio.
*Defines and evolves the support model/plan for new applications.
*Ensures disaster recovery compliance by Service Provider.
*Partners with project teams during development lifecycle (help develop support/deployment plan and other key deliverables including acceptance of production releases, go/no-go decisions) and ensures application production readiness (support model, monitoring, SLAs, budget).
*Ensures timely and accurate communications to the field is being provided.
*Ensures processes, procedures, and documentation are maintained, updated, and executed.
*Serves as a strong proponent of excellence in customer service.
*Ensures consistent use of processes and best practices.
EDUCATION AND EXPERIENCE REQUIRED:
*Undergraduate degree in Information Management, Computer Science, Engineering, or Technology Management.
*5+ years of experience as an information technology professional in one or many roles such as a business analyst, support specialist, technology team lead, or technology manager.
*Experience and demonstrated competencies in working with teams in a matrixed organization, building and nurturing relationships and effective engagement resulting in successful outcomes.
*Demonstrated capabilities and experience collaborating and working effectively in team settings, frequently in virtual teams with business partner and customer engagement responsibilities.
*Demonstrated experience in restaurant industry
NON STANDARD WORK SCHEDULE:
Weekend and off hours work is not significant, but the position does have business continuity and operational responsibilities that require coordination activities during off hours and weekends, especially when service stability and application usability is impacted.
Ability to work 2nd shift hours occasionally to ensure support coverage during critical activities.