itsu is a healthy eating, Asian inspired quick service retail & grocery brand with over 70 stores in the UK and a leading wholesale business across Europe and beyond. Renowned for its delicious food made fresh in every shop, every day, itsu has huge global ambitions with a commitment to continue to open many more stores and intensify the growth of its already thriving grocery arm. With its fantastic food, latest technology, innovation, and talented workforce, itsu is the future of fast food. 

scope of the role

We are looking for an outstanding, ambitious, highly motivated individual to lead and build upon a high-performing IT team. At a high level, the role is designed to deliver a range of business-critical and best-in-class IT services across itsu HQ, our Restaurants and our growing range of digital services (Kiosk, app and.com)

The role reports directly to the Chief Customer Officer and is divided into four core functions:

IT operations- management of the team responsible for the day to day IT operational support of itsu HQ and its restaurant infrastructure, including Kiosk/POS, Wifi, Printers etc

New Store Openings (NSO) – Management of the team responsible for delivering the appropriate technology to support the rollout of our NSOs.

Business as Usual (BAU) - IT operational support of our digital infrastructure to include app, .com and retail Kiosk infrastructure

Continuous Improvement Programme (CIP) – Technical Lead and oversight of IT roadmap for our Digital Transformation Programme to include app, .com and retail Kiosk infrastructure

Core responsibilities

• Responsible for setting the IT strategy for itsu
• Technical Design authority for all IT
• Day to day management of our four core functions
• Prioritising and managing workloads
• Hiring, supporting, training and day to day management of our IT services and support team across the four business-critical functions
• Management of relevant 3rd parties that supply IT services to itsu and our partners

KPI’s

• Adherence to business-critical IT support service levels across the four functions.
• Successful delivery of ongoing IT services and support
• Service uptime and operational excellence
• Staff satisfaction
• Meticulous attention to detail

the ideal candidate

• Multi-year experience in a similar role in QSR, Multi-site or retail
• Experience in working across Retail Kiosks, POS, app and .com technologies
• The ability to prioritise and problem solve
• Proud to deliver IT excellence
• Quick-thinking and commercial, shifting gears from tactical to strategic as required.
• Willing to be hands-on in a very lean organization
• Experience in communicating and influencing at all levels of an organization
• Experience in managing, leading and upskilling a team
• Ambitious and motivated
• Excellent communications and interpersonal skills
• Dynamic, collaborative, and agile – and able to get stuck in from day one!
• Excellent written and verbal communication skills

You put people at the heart of everything you do by displaying the 4 itsu qualities:

• I take pride [in what I do]
• I genuinely care [for people]
• I want to grow [myself & others]
• I build trust [around me]

things we like

Listeners, empathisers, commercial thinkers, humble individuals, challenging minds, critical friends, collaborators, creatives, those who have people at the forefront of their minds, those who are themselves, inclusive and who strongly stand for integrity & equality.

perks and benefits

• Private medical insurance
• Company pension scheme 
• Group income protection
• Life assurance
• Health cash plan
• Employee assistance program
• Critical illness scheme
• Food allowance 
• Discounts at major retailers
• Cycle to work scheme