IT Service Delivery

About The Company

Join QSRP: where the good growth happens

Burger King is part of QSRP (Quick Service Restaurant Platform), a company dedicated to delivering mouthwatering food experiences to our 100 million customers annually through our 1,200+ restaurants and 7,000 employees throughout 9 key countries. Our product offering proudly represents a culturally diverse selection of Burgers through our US-style Burger King and Belgian-rooted Quick restaurants, French style O'Tacos, Vibrant burger brand G La Dalle, Dunkin: the world leader in coffee and donuts, Chopstix: one of the most recognized Asian QSR brands in the UK.

Date: Sep 14, 2026
Location:
Assago, IT, F520057
Company: Burger King Restaurants Italy

About The Company

Join QSRP: where the good growth happens

Burger King is part of QSRP (Quick Service Restaurant Platform), a company dedicated to delivering mouthwatering food experiences to our 100 million customers annually through our 1,200+ restaurants and 7,000 employees throughout 9 key countries. Our product offering proudly represents a culturally diverse selection of Burgers through our US-style Burger King and Belgian-rooted Quick restaurants, French style O'Tacos, Vibrant burger brand G La Dalle, Dunkin: the world leader in coffee and donuts, Chopstix: one of the most recognized Asian QSR brands in the UK.

So, are you ready to dive into a career that's as exciting as our menu?

About The Position

Are you an IT support, operations or service delivery specialist ready to broaden your scope? This role offers the opportunity to move from resolving and escalating issues to progressively coordinating end-to-end service delivery across a national, multi-site restaurant environment. You will work closely with the Head of IT Italy, gain direct exposure to business-critical restaurant technology and build greater ownership of vendors, service performance and continuous improvement.

Role purpose

You will support the day-to-day technology operations of the Burger King and O’Tacos restaurant estate in Italy. Your focus will be to help ensure that restaurant and digital technology incidents are managed effectively, that the external service desk and technology partners deliver against expectations, and that the support chain remains clear, efficient and responsive.

This is a hands-on individual contributor role in a lean IT organisation. It is designed for someone who already has a solid foundation in IT support or service operations and is ready to take the next step towards broader service delivery ownership. You will be expected to connect the dots across technologies and suppliers, while receiving context and guidance from the Head of IT as your responsibilities grow.

What you will do

IT operations and service delivery

• Support daily IT operations across approximately 350 Burger King and O’Tacos restaurants in Italy.
• Coordinate the identification, prioritisation, escalation and resolution of restaurant technology incidents.
• Monitor service levels, incident volumes, recurring issues and service quality, highlighting risks and required actions.
• Progressively take ownership of complex or cross-vendor incidents and help drive them through to resolution.
• Keep Restaurant Operations informed during significant incidents or service disruptions.
• Work with internal teams and suppliers to identify corrective actions for recurring problems.

Service desk and vendor coordination

• Monitor the performance of the external service desk and other IT support providers.
• Track SLAs, response times, resolution times and backlog, and flag performance gaps.
• Prepare and participate in regular operational reviews with technology partners.
• Follow up with suppliers on service issues and agreed improvement actions.
• Help maintain clear roles, responsibilities and escalation paths across technology providers.
• Coordinate multiple suppliers during incidents involving more than one technology component.

Restaurant technology

• Build a strong understanding of the end-to-end restaurant technology environment, its dependencies and support model.
• Work across POS and EPOS, kiosks and digital ordering, kitchen and back-of-house systems, delivery integrations, payments, networks, connectivity, restaurant hardware and digital applications.
• Maintain clear documentation of technology ownership, dependencies and escalation routes.
• Work with project teams to help transition new solutions into stable operational support.

Continuous improvement

• Analyse incident trends and recommend practical actions to reduce recurring failures.
• Improve documentation, escalation processes and operational procedures.
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