Manager, Enterprise Service Management

WINGSTOP RESTAURANTS, INC.

Who We Are

We’re not in the wing business. We’re in the flavor business. It’s been our mission to Serve the World Flavor since we first opened in 1994, and we’re just getting started. 1997 saw the opening of our first brand partner operated Wingstop location, and by 2002 we had served the world one billion wings. It’s flavor that defines us and has made Wingstop one of the fastest growing brands in the restaurant industry.

Above all else – our success is largely due to our people and our core values, or what we call The Wingstop Way of being entrepreneurial, service-minded, fun and authentic. We believe having a strong people foundation centered on these collective values creates a crave-worthy culture and talented team, as well as ensures our brand is poised for accelerated growth. We all win together.

YOUR IMPACT

Wingstop is looking for a Manager, Enterprise Service Management to join our growing team.

This role will be responsible for overseeing the delivery of operational services to Wingstop’s internal customers reported via the service desk and Salesforce dashboard. This includes managing the service desk relationship with NCRVoyix and Infogain, ensuring service desk metrics and SLA’s are being adhered to, and working collaboratively with Wingstop’s third party vendors that are using Wingstop’s required tools and software to identify, document, track and resolve reported problems.

The Manager, ESM will have a deep understanding of CRM, service management, vendor relationships, metrics, SLA’s and reporting, including customer issue criticality, process and responsiveness. This role will be instrumental in the initial rollout of Salesforce and the day to day process management of the tool. Oversight of incident, problem and knowledge management will also be part of this role.

Key Responsibilities Include

• Developing and implementing service management strategies and processes within Salesforce system
• Ensuring that service level agreements (SLAs) are understood, tracked, reported and adhered to
• Managing the relationship with NCRVoyix and Infogain service desk teams and ensuring that incidents and problems are resolved in a timely and efficient manner
• Collaborating with other technology teams to ensure that changes are properly planned, tested and implemented and do not present risk to service delivery
• Continuously improving service delivery processes and procedures
• Communicating with internal customers to understand their needs and ensure that technology services are meeting their expectations
• Partner with our brand partners (franchisees) to manage day to day aspects of third-party partner relationships to ensure operational excellence
  
  

This individual will partner with their peers and operational field teams to meet business objectives, but still has a hands-on approach with operational teams and influences our Third Party Vendor Partner relationships.

You will be responsible for interfacing with cross-functional stakeholders to translate business objectives into priority-setting with your team, driving process improvement across both teams, and building and managing relationships with Brand Partners. You will manage a mix of internal resources and 3rd Party Vendor Partner resources.

What You’ll Do

• Deliver exceptional oversight and support to onsite team as well as third party vendor partners.
• Ensure that Enterprise Service Management system is aligned with the organization’s goals and objectives.
• Coordinate and collaborate with brand partners, internal and external stakeholders to ensure the system is meeting their needs.
• Monitor the system’s performance and implement scheduled updates/fixes based on feedback received
• Keep up to date with industry developments and incorporating best practices into the system.
• Provide thought leadership and process reengineering to improve processes and make the teams more efficient.
• Build relationships with and serve as an escalation point of contact for Brand Partners.
• Other duties as assigned
  
  

Essential Skills

• Excellent written and oral communication skills
• 5-10 years experience overseeing service desk/help desk agents/teams utilizing ticketing systems to deliver excellent service within defined service level metrics
• 5+ years experience leading and collaborating with external vendors providing level 1 and level 2 support to customers via service desk support
• Experience supporting an enterprise service management system within a distributed/multi-location chain business, such as restaurant, retail or hospitality is a plus, but not required
• Relevant experience with Salesforce highly preferred but not required
• Relevant experience in a distributed/multi-location chain business, such as restaurant, retail, hospitality or call centers
  
  

Who You Are

HUMBLE: You feel there is always opportunity to further your personal and professional growth. You are an ongoing learner who exhibits an insatiable curiosity and a interest in self-improvement. You preferably have a Bachelor’s degree in MS/MIS, CS or Business-related field and a minimum 10 years of information technology work experience.

HUNGRY: You have a fire in you to keep pursuing excellence, particularly in a fast-paced, dynamic, team-oriented environment. You have strong business acumen and analytical skills with exceptional follow-up and sense of urgency

SMART: You have a high degree of emotional intelligence, an exceptional ability to convey ideas and gain alignment among others, and the aptitude to apply sound, strategic thinking to address a variety of business circumstances.

SERVICE-MINDED: You consider others at every turn by exercising your responsibilities in an energetic, proactive and organized way. You have a collaborative leadership style, with clear capacity to influence and cultivate trusting relations cross-functionally

ENTREPRENEURIAL: Ability to lead cross-functional teams and direct reports – focus on career development for team members.

AUTHENTIC: Desire to Influence and empower at all levels of the organization that drives results and create a culture consistent with the Wingstop Way.

FUN: Ability to form strong working relationships with Wingstop team members, supplier partners and the brand partner community

A DAY IN THE LIFE

Role

So, what does ‘all in a day’s work’ look like to a Wing Expert in this role? Your day could shape up somewhat like this:

• Frequent use of a computer and other technology essential to the successful completion of your everyday role responsibilities.
• Frequent use of mental energy while expressing or exchanging ideas and information with cross-functional colleagues, brand partners, and extended Wingstop team.
• Routine need to shift priorities among simultaneous initiatives, while upholding quality and sense of urgency.
  
  

Wingstop provides equal opportunities for everyone that works for us and everyone that applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.