Location: Shanghai

Employment Type: Full-time

Team: China

Blue Bottle Coffee is a passionate and growing team of hundreds around the world, united by the simple purpose of connecting the world to delicious coffee. We roast on four coasts, make delicious drinks, clean up after ourselves, bake cookies, get change at the bank, and say please and thank you. We’re an impossibly eclectic group of coffee experts, artists, writers, sensory scientists, bakers, designers, and all-around dreamers, who also happen to be some of the most hard-working and talented in the business. Join us!

About the job

IT service manager is the craft of implementing, managing and delivering IT services to meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

You will

• Act as service manager to support application/system (ERP, WMS, OMS and digital platforms such as WeChat, Tmall and JD) and infrastructure (Cloud, Data Center, Servers, Networking, Firewalls, Voice and etc)
• Perform solid service management with multiple vendors on analysis, diagnosis, and resolution cross incident/problem management, request management, change management in alignment with service level
• Monitors service delivery performance metrics and liaises with different departments to ensure that service level agreements are reached
• Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization
• Define/continuously improve support model and end-user training program as needed to adapt fast café extending
• Evaluate documented resolutions and analyze trends for ways to prevent future problems and proceed with the service KB enhancement
• Participate in contract negotiations and vendor management with local service providers and IT partners

You are

• Strong team working ethic, actively contributes to the team, leading by example
• Able to thrive in a collaborative environment but must be able to work independently and self-start
• Analytical and flexible-minded, proactive team player, good communicator, and problem solver
• Mature, get-things-done working attitude, outgoing with positive character and innovative
• Ability to demonstrate commitment to develop, drive, and manage services in a fast-paced environment

You have

• IT/technology Bachelor’s degree required
• Solid experience in the food and beverage industry or retail industry
• Minimum 8 years' working experience in IT operation or service management
• Solid experience in IT operation and service delivery
• Strong knowledge in IT Infrastructure and Applications
• Proficient in written and spoken English
• ITIL Certificate, PMP is a plus

At Blue Bottle, you will be critical to guests enjoying delicious food and coffee just days after it’s roasted. We aim to provide delightful hospitality to everyone who visits us, in-person or online.