IT Store Systems, Support Operations Manager

Dunkin Brands   •  

Canton, MA

Industry: Business Services


8 - 10 years

Posted 350 days ago

  • Evaluate vendor support center operational strategies and capabilities by conducting performance reviews, assessing staffing, application of resources, their capacity, and also the forecast of demand as compared to actuals
  • Identify and evaluate support technologies - define user requirements and establish technical specifications; aid in rollout preparations, such as communications
  • Evaluate customer-service standards.  Contribute insight and analysis to vendor reviews and management reporting to drive actions – process, service, staffing, or system improvements
  • Maintain and improve call center operations by analyzing data about in-store system performance; identifying and resolving problems; preparing and completing action plans; completing process audits and analyses; reviewing training and documentation (e.g. Knowledge Articles); managing system and process improvement and quality assurance programs.  Engage IT Store Systems solutions team and vendors, as needed, to remediate issues or close process gaps
  • Exercise judgment and influence on key Service Desk areas such as standards and policies, reporting and metrics, and continual service improvement. Partner with Dunkin’ Brands and vendor partner stakeholders to ensure services delivered are exceeding customer expectations
  • Track and facilitate the longer-term resolution of escalated customer issues as well as daily issues of a complex scope that impact the team and overall business objectives.  Identify and apply learnings in the appropriate areas
  • Manage the delivery and creation of recurring metrics and SLA reporting on Service Desk projects, for newly deployed technologies and releases, and overall service delivery.
  • Lead weekly and monthly support vendor performance reviews to ensure vendors are meeting and/or exceeding established SLAs.  Serve as their escalation point to address issues about technologies or the service delivery of other vendors
  • Work directly with the Level 1 and 2 Service Desk outsourced vendor to ensure hiring, retention, training and knowledge transfer is effective.
  • Partner with and integrate across other areas of Information Technology, working with these areas to resolve conflicts, manage competing priorities, and provide complete solutions aligned with the needs of the business
  • Provide input and manage service related aspects of store systems commercial agreements, including support vendor sourcing, and leading any support vendor onboarding or implementation through effective project management



What You’ll Need-

  • Bachelor’s degree in relevant field or commensurate experience, preferably information technology
  • ITIL v3 certification and experience with incident and problem management, including SLAs
  • Experience with SLA performance reporting, Service Desk systems, and support data analysis
  • Minimum 7 years in an IT service desk environment, preferably in a global organization working with several 3rd party vendors
  • Knowledge of and experience with project management practices
  • Experience working with in-store POS systems and their peripherals, along with Back Office technologies, preferably in a restaurant environment. Specific technical experience with Oracle POS (Simphony), CrunchTime! Back Office, and Verifone payment terminals a plus
  • Experience supporting mission-critical, high volume transactional technology, preferably in retail or restaurants.  Franchisee experience a plus
  • Ability to multi-task in a dynamic, aggressively-paced environment, have superior written and oral communication skills, work well in a team environment, and have exceptional interpersonal and leadership skills.  Demonstrated ability to remain calm in high pressure situations and during large scale support events and the tendency to seek and communicate facts and communicate them in an executive summary fashion