Job Description

The Technology, Field Support Manager is responsible for managing technology deployments and providing end user support for all our client accounts. You will have impact on consumer, operator, partner, and employee applications at Aramark Canada client locations. This includes Point-of-Sale, Consumer Facing technology and other critical business applications utilized in the hospitality industry. Ideal candidates will have technical knowledge around POS systems combined with operations experience in the foodservice and/or retail industry, supporting a customer facing team.

Reporting to the Senior Director of IT, the incumbent will lead the technical Field Services Team and work closely with the Business, third-party vendors, and Client IT to ensure successful and timely implementation of innovation projects and resolution of end user support issues. They will be accountable for providing excellent customer support services and drive process improvement. This is a key leadership role, with potential for career growth and an opportunity to make a significant contribution towards Aramark\'s client experiences.

Some minor travel required from time to time. Some after business hours and weekends may be required at times, to accommodate all urgent requests and project work. We are currently operating under a hybrid work model with in-office days of Tues, Wed & Thurs and Mon & Fri being work from home days.

Job Responsibilities

• Manage technology projects in a cross-team environment with business partners and serve as a primary point of contact
• Provide leadership and accountability to all commitments made by Aramark and drive to exceed all client expectations
• Develop tools, processes, and best practices to ensure customers and operators realize the greatest possible value of existing technology
• Participate in the identification of vulnerabilities and their mitigation
• Provide day-to-day management and technical leadership to the IT Field Services team
• Manage resolution of incidents and problems, and act as escalation point for urgent and complicated support issues from the Business. Report progress to management
• Responsible for communicating any defects to vendors and application owners and for coordinating testing and implementations of fixes
• Responsible for Service Now analytical data to provide statistics for support efforts and critical items in the Field.
• Provide coaching and guidance to IT staff to ensure proper training, performance and productivity goals are aligned with IT strategies.
• Manages time and resources effectively while balancing the priorities of the most important goals and outcomes. Relying on ServiceNow for data in decision making processes
• Manage third party vendors and ensure they are meeting their Service level agreements (SLA)

Qualifications

• University Degree in Business and/ or Technology Management
• More than seven years of progressively responsible related work experience
• Experience directly managing people, leading teams, projects, and programs is required
• Hands on expertise with large and complex hospitality and point of sale solutions
• Strong analysis, organization, communication and interpersonal skills and project management skills are essential
• Solid proactive decision-making skills required
• Experience with hospitality customer technology is required
• Knowledge of ITIL practices and Service Now software

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you\'re pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at or connect with us on , and .

Aramark