Head of Technical Support and Delivery

Job Details: Head of Technical Support and Delivery

Full details of the job.

Vacancy Name: Head of Technical Support and Delivery

Vacancy No: VN104

Employment Type: Full Time

Location: Tanfield

Description:
Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business.

What you’ll do:
This role sits within the Technical Operations team. Our teams provide both internal business service as part of the IT structure, as well as a suite of SaaS, distributed systems and integrations which help our customers run their business-critical services, providing their customers with industry leading hospitality technology products.

You’ll lead a team that aims to drive operational excellence and customer focus into the operations of our Corporate IT and Production Operations teams.

As Head of Technical Support and Delivery, you’ll bring your expertise in defining, managing and reporting the standards and best practices for providing exceptional support and delivery to our internal and external stakeholders.

There is a significant programme of change running within Zonal which stretches across our internal business systems, our hosted systems and into our future products.

Responsibilities:

• Bring extensive knowledge of all aspects of IT infrastructure management and monitoring across Azure Cloud and on-prem DC’s and corporate estates.
• Be accountable for the implementation, maturation, and continuous improvement of service desk processes and technologies across the internal corporate, on-prem, and cloud SaaS environments.
• Bring significant leadership and management experience in an environment of growth able to lead by example and provide clear direction of what is expected to deliver departmental objectives.
• Bring exceptional communication and collaboration skills and be able to operate effectively in a very fast moving and complex environment.
• Provide and communicate inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.
• Bring experience managing the performance of your team using measurable and attainable KPI’s, regular communication, encouragement, and driving towards exceptional results.

Who you are:

• You will have had a background in building and leading an operational support organisation within a large technology organisation. You are comfortable working with all levels of the organisation from junior technical to C-level.
• Exceptional leadership and communication skills.
• Drive to deliver exceptional customer service.
• Precise attention to detail.
• A team player, organised, with a safe pair of hands.
• Demonstrable experience delivering operational excellence in a technology organisation.
• Extensive experience of working with third party vendors and suppliers.

About Zonal:
The Zonal group are one of the UK’s largest technology providers to the hospitality industry. Our products are used by over 17,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, Greene King, Harvester and Butlins.

We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our head office in Edinburgh, our Midlands office in Staffordshire, and our Innovation Centre in Abingdon.

What we value:
Passion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

Smart, inspiring, forward-thinking people who thrive on building solutions for complex problems. We are very much a family company not just in name. Zonal people work together and look out for each other. Trusted to be accountable, you’ll find that everyone around you shares a passion for delivering value to our customers and striving to always do better. We provide a flexible working environment with a culture to help everyone achieve their best.

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