Job Title

at wagamama, were an eating house for the soul. with over 165 uk restaurants and growing, our purpose is to nourish the world from bowl to soul. inspired by fast-paced, japanese ramen bars since 1992. a celebration of asian food brought wagamama to life were looking for an IT infrastructure and network service manager to join us on our continuous journey of true nourishment purpose | were looking for an experienced infrastructure and network service manager to take ownership of the governance and delivery of infrastructure and network services provided by our third-party suppliers. this is a pivotal role ensuring our outsourced partners deliver reliable, secure, and scalable technology services across our estate you will act as the main point of contact for our managed service provider and other infrastructure vendors, ensuring services are fit-for-purpose, cost-effective, and aligned with business needs. you will also lead on service performance, vendor governance, and support project delivery across the estate, including restaurant openings and refurbishments key accountabilities | service governance & operations own the overall performance, reliability, and availability of infrastructure and network services, including wan/lan, connectivity, cloud platforms, and end-user computing govern service delivery from third-party providers, holding them to account against service level agreements, key performance indicators and contractual obligations lead the response to major incidents, managing communications and follow-up with suppliers and stakeholders drive continual service improvement initiatives based on performance data and business feedback visit restaurants regularly to understand service impact on the ground, gather feedback from restaurant teams, and ensure infrastructure solutions meet operational needs supplier 'stakeholder management act as the primary interface between internal stakeholders and infrastructure service providers (e.g., msps, connectivity vendors, cloud providers) manage supplier relationships to ensure alignment with business needs, cost control, and delivery standards support procurement, contract management, and renewal activities related to infrastructure and network services project support & delivery represent infrastructure and network services in the planning and execution of it and business projects, including new site openings and technology upgrade ensure third-party providers deliver to agreed timelines, specifications, and quality standards collaborate with internal it product owners, digital, property, and operations teams to align technology outcomes risk, security & compliance ensure infrastructure services comply with internal policies and external standards (e.g., pcidss, gdpr) work closely with the Information Security function to identify risks, implement mitigations, and respond to audits support business continuity and disaster recovery planning related to infrastructure services key skills requirements | essential experience managing third-party it infrastructure and network service providers in a multi-site, customer-facing environment strong understanding of it service management principles (e.g., itil), particularly in outsourced models experience overseeing cloud, network, and end-user services through governance rather than hands-on support excellent supplier management, negotiation, and performance tracking skills strong stakeholder engagement and communication abilities desirable experience in hospitality, retail, or other high-availability, multi-site industries familiarity with technologies common in restaurant environments (e.g., pos networks, guest wi-fi, back-office connectivity) understanding of pcidss and other relevant regulatory frameworks relevant certifications | itil foundation, prince2, iso 27001 wok''s in it for you | a competitive annual salary discretionary 20% bonus opportunity per year hybrid working model 200 wagamama food allowance private healthcare pension contribution 25 days holiday all bank holidays various discount across retail, hospitality leisure family friendly policy | any expectant person or anyone adopting a child will receive 26 weeks full pay 13 weeks half pay