Head of Service Operations

Company Description:

About Us

McDonald’s has run its business in the UK since 1974 and currently operates over 1500 restaurants across the UK and Ireland, serving almost four million customers each day. McDonald’s is one of the UK’s largest private sector employers, employing over 170,000 people.

Hybrid Working
This role is based in our East Finchley office working 3 days in the office and 2 days remotely.

Job Description:

The Opportunity 
In this exciting opportunity you will be planning and improving the strategy for Service Operations.  You will be our most visible and accountable leader amongst franchisees and in our restaurants.  You will achieve this by designing and implementing the Service Strategy across the full UK&I restaurants estate and corporate offices. The Head of Service Operations role will operate as a strategic leader within Technology and will ensure that the service is measured in such a way that drives the right behaviours. The role holder will sponsor and provide leadership around specific programmes and projects in support of McDonald’s growth plans. The role holder will also provide commercial leadership with a number of key partners in order to drive business value and appropriate governance.

What will my accountabilities be?

• Provide senior leadership within the RGRT team to foster a high-performing culture aligned with the company values.
• Stay close to the business by building and maintaining strong franchisee relationships, particularly with those in the Technology Committee.
• Set the strategy for Service Operations such that ongoing continuous improvement of the service is demonstrated.  Ensure that the surrounding contracts drive value and quality outcomes for our restaurants and Franchisees and that the overall value for money is on an upward trajectory.
• Transform the service to one that delivers excellent outcomes for our restaurants and Franchisees.  Ensure that the service is measured in such a way that drives the right behaviours. 
• Accountable for creating and gaining franchisee buy-in for an enhanced OTP programme so restaurants are better able to self-serve and increase overall restaurant up-time
• Responsible for Incident Management, ensuring that service incidents are correctly prioritised, assessed and resolved in accordance with design standards
• Accountable for the efficient management of change (ITIL) across the organisation, ensuring that change is adequately assessed, tested and implemented in order to minimise service disruption.
• Work closely with the Supplier Management team to create strong feedback loops so recurring issues are identified as problems and resolved.
• Accountable for the market Major Incident Management and RCA processes
• Service Operations escalation point for Franchisees, operating ‘on-call’ as required
• Accountable for partnership / supplier mgt of service operations suppliers, primarily suppliers who run the restaurants helpdesk, and UK&I based field engineering
• Responsible for Hardware Asset Management strategy in the market, as well as the CMDB, and its compliance
• Accountable for Problem Management in terms of the identification of candidates and subsequent liaison with technical subject matter experts from across Technology Responsible for Production Support, ensuring that issues are resolved promptly and with the elimination of recurring incidents
• Develop inclusive leadership skills across the Technology team, ensuring each leader has a development plan aligned with BEST guidelines and our cultural pillars.
• Lead the development of the talent and succession plan within the RGRT team, ensuring that this is regularly reviewed in line with the company’s performance cycle.
• Deputises for the Director of Running Great Restaurant Technology as required.

What Team will I be a part?

The Head of Service Operations will operate as part of the RGRT Leadership team, and is also a member of the Technology Senior Leadership team, reporting to the Technology Director for the UK&I.  

Who are my customers?

Customers of this role will include

• Our Franchisees  
• Department Heads and Directors from across the market  
• Global Technology colleagues in other McDonald’s markets and those working in global and segment functions. 
• Our partners & suppliers 

 

Qualifications:

What background do I need to have

Essential requirements:

• The role holder will have senior Technology leadership experience with a broad remit
• Will possess excellent interpersonal and communication skills and commercial acumen
• Hold a proven ability to work effectively with all organisational levels
• The ability to build collaborative working relationships with various stakeholders including McDonald’s Franchisees and our partners 
• Be an expert in Service Operations and Incident and Problem Management
• Excellent track record managing partners and 3rd parties to deliver business outcomes
• Excellent experience of working with data to deliver results
• Strong commercial and business acumen and experience of negotiating complex tenders

Additional Information:

Company Vision and Culture

Our Global vision is to build a better McDonald’s and in the UK and Ireland we are working hard to be the UK & Irelands best-loved restaurant company.

McDonald’s is defined by its culture. Our culture shapes and informs everything we think and everything we do. Our culture influences the way we interact with each other, and how we interact with customers, franchisees and suppliers. Our culture motivates and inspires us to attract and retain great talent, creating positive, energising, exceptional working environment for us all.

Our values drive our culture and shape our beliefs, our priorities and our actions. They influence the decisions we make, how we treat one another and how we show up as a brand to the world.

Serve: We put our customers and our people first
Inclusion: We open our doors to everyone
Integrity: We do the right thing
Community: We are good neighbours
Family: We get better together

At McDonald’s we are People from all Walks of Life... 

People are at the heart of everything we do, and they make the McDonald’s experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gives us strength.

We do not tolerate inequality, injustice or discrimination of any kind.  These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonald’s or elsewhere."

#LI-Hybrid