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Reference Number: PR 0003820

Director – Support and Services

1 Dave Thomas Blvd.
DUBLIN, OH 43017

What you'll do

Overview 

Wendy’s is looking for a Director of Support and Services to lead the planning and implementation of the technical support strategy and roadmap for our restaurants in an effort to drive a flawless technology experience across our US and Canada locations.  This role will create a world-class technical support experience for our restaurants as well as a robust IT Service Management function.  The Director of Support and Services will oversee a team of 10+ FTEs and a variety of contractors and vendor partners, including two North American service desks.  This position will be expected to achieve and maintain a working, technical knowledge of Wendy’s core technologies in order to take ownership of unresolved technical issues and liaise with the Restaurant Applications, POS Technology, and Digital Engineering leaders as necessary to drive those issues to resolution.

Specific Responsibilities Include:

  • Develop and achieve the support and services goals to support the organizational vision
  • Ensure targeted service and performance standards are achieved or exceeded
  • Execute plans and initiatives that exceed restaurant customer expectations via phone, e-mail, and web
  • Establish and manage communication channels within and among departments, including Senior Leadership
  • Create proposals, budgets, and work plans. Participate in other business development activities as appropriate
  • Lead the design, implementation, and evolution of the release and configuration management strategy for a fleet of 6,000+ restaurants and 50,000+ endpoints
  • Design the support strategy for new digital channels and applications and appropriate support handoff; continuously improve and evolve knowledge management and production readiness

Wendy’s is the world's second largest quick-service hamburger company and was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 6,700 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

What we expect from you

Education / Experience

  • Bachelor’s degree (B.S.) in Computer Science, MIS, or related field, including 7+ years proven experience as an IT Operations leader
  • Subject-matter expertise in networking fundamentals (CCNA/CCNP preferred), basic security principles, and experience supporting a diverse computing infrastructure
  • In-depth knowledge of IT Service Management (ITSM/ITIL) strategies, process, policies, project management, budget management and best practices
  • Four (4) years’ experience implementing, managing, or maturing IT-related processes from the ITIL and/or COBIT frameworks
  • Experience articulating the value of foundational technology approaches to business executives, communicating technical decisions to non-technical audiences and building consensus around them
  • Experience supporting organizational changes in regard to capability development, restructuring toward product-centric team models, and transitioning to modern agile SDLC practices preferred
  • Asset life-cycle tracking experience 
  • Demonstrated success managing multiple and diverse tasks/projects; strong attention to detail and outstanding follow-through

Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.

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About this location

1 Dave Thomas Blvd.
DUBLIN, OH 43017

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