Head of Technical Support and Delivery

Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business.

What you’ll do

This role sits within the Technical Operations team. Our teams provide both internal business service as part of the IT structure, as well as a suite of SaaS, distributed systems and integrations which help our customers run their business-critical services, providing their customers with industry leading hospitality technology products.

You’ll lead a team that aims to drive operational excellence and customer focus into the operations of our Corporate IT and Production Operations teams.

As Head of Technical Support and Delivery, you’ll bring your expertise in defining, managing and reporting the standards and best practices for providing exceptional support and delivery to our internal and external stakeholders.

There is a significant programme of change running within Zonal which stretches across our internal business systems, our hosted systems and into our future products.

You will:

• Bring extensive knowledge of all aspects of IT infrastructure management and monitoring across Azure Cloud and on-prem DC’s and corporate estates.
• Be accountable for the implementation, maturation, and continuous improvement of service desk processes and technologies across the internal corporate, on-prem, and cloud SaaS environments.
• Bring significant leadership and management experience in an environment of growth able to lead by example and provide clear direction of what is expected to deliver departmental objectives.
• Bring exceptional communication and collaboration skills and be able to operate effectively in a very fast moving and complex environment.
• Provide and communicate inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.
• Bring experience managing the performance of your team using measurable and attainable KPI’s, regular communication, encouragement, and driving towards exceptional results.

Who you are

You will have had a background in building and leading an operational support organisation within a large technology organisation. You are comfortable working with all levels of the organisation from junior technical to C-level.

1. Exceptional leadership and communication skills
2. Drive to deliver exceptional customer service
3. Precise attention to detail
4. A team player, organised, with a safe pair of hands
5. Demonstratable experience delivering operational excellence in a technology organisation
6. Extensive experience of working with third party vendors and suppliers

What we value

Passion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We are looking for someone who understands great culture and will help us shape it as it evolves.

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 17,000 pubs, restaurants, and hotels. Customers include national brands like Pizza Express, Greene King, Harvester and Butlins.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.