Manager, IT Service Delivery

Overview

Bloomin Brands is looking for a Manager, IT Service Delivery. This IT role focuses on supporting our restaurants and ensuring a stable service and infrastructure environment. The SDO owns the managed service portfolio and provides oversight for service management functions – performance, availability, and business continuity. The SDO ensures SLAs are met by the service desk and infrastructure provider and acts as a central point for service delivery excellence.

This is a hybrid role based out of our Tampa, FL Restaurant Support Center

• The SDO oversees delivery teams to ensure contracted services are delivered in accordance with agreed expectations and SLAs.
• Review and ensure adherence to SLAs and OLAs for the set of service desk and infrastructure services.
• Improve the effectiveness of service delivery and report findings to stakeholders at an appropriate level of detail and content.
• Foster the use and ongoing improvement of formal project management approaches on the account, as applicable.
• Perform performance analysis: review performance data to understand service provider performance and proactively direct corrective actions to meet SLAs and customer requirements.
• Provide an escalation path for operational issues and incidents.
• Assist in creating Root Cause Analyses and drive resulting corrective actions across process, people, and tools.
• Prepare for and coordinate responses to outages and disruptions impacting the application portfolio.
• Define and evolve the support model/plan for new applications.
• Ensure disaster recovery compliance by the Service Provider.
• Partner with project teams during the development lifecycle to help develop support/deployment plans and other key deliverables, including acceptance of production releases and go/no-go decisions, ensuring production readiness (support model, monitoring, SLAs, budget).
• Ensure timely and accurate communications to the field.
• Maintain and update processes, procedures, and documentation, and ensure they are executed.
• Serve as a strong proponent of excellence in customer service and the consistent use of processes and best practices.

• Undergraduate degree in Information Management, Computer Science, Engineering, or Technology Management.
• 5+ years of experience as an information technology professional in roles such as a business analyst, support specialist, technology team lead, or technology manager.
• Experience working with teams in a matrixed organization, building and nurturing relationships and effective engagement resulting in successful outcomes.
• Demonstrated ability to collaborate in team settings, frequently in virtual teams with business partner and customer engagement responsibilities.

• Demonstrated experience in the restaurant industry.

Weekend and off-hours work is not significant, but the role has business continuity and operational responsibilities that require coordination during off hours and weekends, especially when service stability and application usability is impacted. Ability to work 2nd shift hours occasionally to ensure support coverage during critical activities.

Bloomin  Brands offers benefits such as medical, dental, vision, and 401k. Further details around eligibility and additional benefit offerings can be found at

We value diversity and are proud to be an Equal Opportunity Employer. We are committed to providing all individuals employment consideration regardless of race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law.

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