IT PMS & POS Support Lead

The Role… To ensure a seamless and stable service across all global locations through proactive support and management of IT systems, particularly focusing on PMS (Property Management System) and POS (Point of Sale). Note that this is NOT a general-purpose helpdesk support role.

Main responsibilities:

1. L1 & L2 support and troubleshooting issues for (including, but not limited to):
2. POS Oracle Simphony 19.5 and above
3. POS Enterprise Management Console
4. Oracle Gift & Loyalty iCare
5. PMS Oracle Opera V5 and Cloud
6. PMS Opera Interfaced applications – SynXis, Tiger, Book4Time
7. Planet/3C Integrated Pay
8. Planet/3C integrations into our in-house \”House pay\” system
9. Proactive support through routine checks and audits
10. Ensure incident resolution and escalation within SLA
11. Manage POS database ensuring rules are followed
12. Update F&B menus in Oracle EMC as needed
13. Undertake ad hoc project work as defined by the Global Head of IT Support
14. Support POS/payment project deployments at Soho sites
15. Assist with new installations, refurbishments, and openings
16. Work with third parties and suppliers as the technical liaison
17. Use ITSM tools and reports to track and report incidents
18. Collaborate within the Digital/IT Department for support and knowledge sharing
19. Work with Project Teams for post-hypercare support of new products and sites
20. Escalate complex issues to higher support levels or third-party providers
21. Assist junior team members with incidents and requests
22. Detect, document, and work around known issues
23. Create training materials and update internal knowledge base
24. Focus on continuous improvement by reducing tickets and optimizing vendor and hardware performance

Additional responsibilities:

1. Support and train helpdesk team members
2. Assist with team management tasks such as queue management and vendor follow-up
3. Attend management meetings during the line manager’s absence
4. Maintain an up-to-date knowledge guide and process documentation
5. Work with Service Desk Manager on SLAs and KPIs, and handle escalations
6. Develop end-user guides and support training programs
7. Coordinate with IT and vendor relations teams
8. Manage POS database standards and hardware sourcing
9. Assist with SOX compliance reporting

Benefits:

Soho House offers competitive packages with global benefits and perks, including:

• Discounts at Soho House globally, Soho Home, and Cowshed
• Soho Friends Membership
• Enhanced Pension Scheme
• Private Health and Dental Care
• Cycle to Work Scheme/Season Ticket Loan
• Paid charity support days through Soho Impact
• Food and drink training, events, and education through Cookhouse & House Tonic
• Monthly team events and activities

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