IT Service Delivery & Operations Specialist

About the company

Join QSRP: where the good growth happens

Burger King is part of QSRP (Quick Service Restaurant Platform), a company dedicated to delivering mouthwatering food experiences to our 100 million customers annually through our 1,200+ restaurants and 7,000 employees throughout 9 key countries. Our product offering proudly represents a culturally diverse selection of Burgers through our US-style Burger King and Belgian-rooted Quick restaurants, French style O'Tacos, Vibrant burger brand G La Dalle, Dunkin: the world leader in coffee and donuts, Chopstix: one of the most recognized Asian QSR brands in the UK,.

So, are you ready to dive into a career that's as exciting as our menu? Click that "Apply Now" button faster than a fryer heats up!

About the position

Are you an IT support, operations or service delivery specialist ready to broaden your scope? This role offers the opportunity to move from resolving and escalating issues to progressively coordinating end-to-end service delivery across a national, multi-site restaurant environment. You will work closely with the Head of IT Italy, gain direct exposure to business-critical restaurant technology and build greater ownership of vendors, service performance and continuous improvement.
Role purpose

You will support the day-to-day technology operations of the Burger King and O’Tacos restaurant estate in Italy. Your focus will be to help ensure that restaurant and digital technology incidents are managed effectively, that the external service desk and technology partners deliver against expectations, and that the support chain remains clear, efficient and responsive.
This is a hands-on individual contributor role in a lean IT organisation. It is designed for someone who already has a solid foundation in IT support or service operations and is ready to take the next step towards broader service delivery ownership. You will be expected to connect the dots across technologies and suppliers, while receiving context and guidance from the Head of IT as your responsibilities grow.
What you will do
IT operations and service delivery
• Support daily IT operations across approximately 350 Burger King and O’Tacos restaurants in Italy.
• Coordinate the identification, prioritisation, escalation and resolution of restaurant technology incidents.
• Monitor service levels, incident volumes, recurring issues and service quality, highlighting risks and required actions.
• Progressively take ownership of complex or cross-vendor incidents and help drive them through to resolution.
• Keep Restaurant Operations informed during significant incidents or service disruptions.
• Work with internal teams and suppliers to identify corrective actions for recurring problems.
Service desk and vendor coordination
• Monitor the performance of the external service desk and other IT support providers.
• Track SLAs, response times, resolution times and backlog, and flag performance gaps.
• Prepare and participate in regular operational reviews with technology partners.
• Follow up with suppliers on service issues and agreed improvement actions.
• Help maintain clear roles, responsibilities and escalation paths across technology providers.
• Coordinate multiple suppliers during incidents involving more than one technology component.
Restaurant technology
• Build a strong understanding of the end-to-end restaurant technology environment, its dependencies and support model.
• Work across POS and EPOS, kiosks and digital ordering, kitchen and back-of-house systems, delivery integrations, payments, networks, connectivity, restaurant hardware and digital applications.
• Maintain clear documentation of technology ownership, dependencies and escalation routes.
• Work with project teams to help transition new solutions into stable operational support.
Continuous improvement
• Analyse incident trends and recommend practical actions to reduce recurring failures.
• Improve documentation, escalation processes and operational procedures.
• Contribute to the definition and monitoring of operational KPIs and service performance.
• Identify opportunities to simplify the restaurant support model and improve restaurant satisfaction with IT services.

What do you bring

We are interested in potential as well as proven experience. You may already be an IT Operations Specialist, IT Support Manager, Service Delivery Specialist or IT Coordinator who is ready to gain wider ownership in a complex multi-site environment.
Essential experience
• Experience in IT support, IT operations, service delivery or vendor coordination within a multi-site environment.
• Exposure to QSR, restaurants, hospitality or retail technology is strongly valued. Comparable multi-site operational environments will also be considered.
• Practical experience with incident escalation, problem solving and follow-through.
• Experience working with an external service desk, IT suppliers or managed service providers.
• Ability to coordinate technical and non-technical stakeholders during operational issues.
• Hands-on mindset and the confidence to investigate issues, ask the right questions and keep actions moving.
• Ability to understand systems and technical dependencies without being a specialist in every technology.
• Structured and pragmatic communication style, with the ability to work effectively with Restaurant Operations and technical teams.
• Fluent Italian and good professional English.
Preferred, not required
• Experience with restaurant technologies such as Oracle POS, MyTec, Acrelec or similar kiosk solutions, delivery integrations, kitchen systems, payments or restaurant networking.
• Experience in a franchise environment.
• Familiarity with ITIL or service management practices and ITSM platforms.

As an individual you are

This is not a purely managerial or governance role, and it does not include direct people management. It is an experienced specialist role for someone who enjoys staying close to operations and solving practical problems, while being ready to expand their influence and accountability. One moment you may be reviewing service KPIs with a supplier; the next, you may be helping determine why an incident is moving between the POS, network and kiosk providers and ensuring that the right party takes action.

Why join us on your journey?

• Contribute to our mission of becoming the market leader in QSR sector
• Plenty of career growth opportunities across all our international head quarters
• Become part of a company where learning and development is in the heart of the culture
• Loads of fun initiatives with your colleagues, many of them focused on giving back to the community
• We believe in a flexible and hybrid work model, but we also offer a modern and cool office environment for you to thrive in
• Enivironmental sustainability is in the center of the way we operate
• We care about diversity, equity and inclusion and make everyone feel equally welcomed

What we offer:

• Permanent Contract 1° Livello CCNL Commercio e Terziazio
• Gross Annual Salary Range From 38.000 € until 45.000€
• Yearly Bonus Based on Company Performance and Personal Objectives
• Meal voucher
• Pension Scheme

Does this sound exciting? If yes, apply now! Even if you do not meet all the requirements, yet have the right attitude and potential, reach out and let’s talk.

Intrigued, but want to read more about us first?

Sure! Check out these resources to find out more about what we do.

• QSRP website
• Our Company Video
• Our LinkedIn page
• O'Tacos
• Quick
• Burger King Italy and Burger King Belgium
• Chopstix
• Dunkin'
• G La Dalle

All applicants will receive consideration for the job with no regards to race, color, religion, gender, sex (pregnancy included) and sexual identity and orientation, age, nationality, citizenship, physical or mental disability, military status, family or marital status, medical condition, or any other basis protected by national or local laws and regulations.