Based out of our Home Office in Greenwood Village, CO The Business Relationship Director (BRD) for Restaurant Technology is a strategic leader reporting to Red Robin’s Vice President of Restaurant and Enterprise Technologies. He or she will work to ensure that RR’s IT meets the company’s strategic goals for all needs related to Restaurant Technology. Acting as the primary advocate for the Restaurant Technology Team, the BRD will represent business demand to IT and support innovation efforts. This will require a deep understanding of the technology services available to improve Red Robin’s Restaurant Technology and the ability to represent and articulate the benefits of these services across the organization. A mentor and leader of multiple IT professionals, this Director will also collaborate with his or her peers to shape their department’s future and maturation.

This role is essential to the organization’s innovation efforts. This requires helping other business units (Operations, Alternative Channels, Innovation, Marketing, etc.) integrate new innovative technologies into existing technology stack and development of new entities that support innovative and new technologies. In addition, this role requires creative thinking and assists the Innovation Team with development of our next generation technologies.

Responsibilities:

• Establish and maintain Executive Stakeholder customer satisfaction, engagement and relationships
• Establish and maintain technology roadmaps that support Stakeholder’s needs
• Lead regular technology prioritization meetings with the Restaurant Technology Stakeholders that drive continuous improvement and innovation
• Communicate existing IT capabilities to Stakeholders to maximize re-use of existing IT assets across customer needs
• Develop the technology strategy for Red Robin’s Restaurant Technology Team
• Ideating, prototyping, developing and commercializing new or improved products that solve business needs
• Communicate existing IT services to RR restaurant business partners, primarily Red Robin’s SVP/COO of Restaurant Operations
• Deep understanding of IT’s Technology solutions and an advocate for domain specific technology solutions and services, specifically, but not limited to restaurant technologies such as Kitchen Display Systems, POS (Point-of-Sale), Online Ordering, Online Catering solutions, Table Management software, Labor Scheduling, Table Top technology, Call Center, IVR, and Supply Chain Management System (NBO)
• Develops, motivates and manages a team of direct reports
• Represent Business needs to IT as well IT needs to the Business
• Partner with Red Robin’s Enterprise Architect and Governance Teams to create IT’s Service Strategy for Restaurant Technology
• Establish and adhere to annual budget for the Restaurant Operations portfolio
• Proactively manage demand from the Restaurant Technology Team utilizing his or her Team to establish value for changes and coordinate with his or her BRD peers to ensure prioritization of demand is considered understanding the system-wide demand
• Manage assigned portfolio’s vendor and supplier relationships while ensuring services meet the Restaurant Technology Team’s service level expectations
• Lead contract negotiations with technology vendors/supplies and ensure optimal SLA agreements.
• Participate and/or lead the BRD Community of Practice
• Work with customers and internal service team to establish external and internal facing IT scorecard populated with metrics that report on IT’s performance
• Collaborate with Red Robin’s Technology and Platform team to identify IT process improvements
• Participate in the broader external communities (e.g. BRMI) to keep up with industry best practices and emerging trends
• Responsible to manage the IT service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment
• Provides support to define the necessary structures for the management of financial planning data and costs, as well as for the allocation of costs to services
• Accountable to analyze the structure of service provisioning cost and the profitability of services
• During Quality oversight, capture desired outcomes, or requirements, from the customer viewpoint, for new services or major service modifications. The service requirements are to be documented and submitted to an initial evaluation so that alternatives may be sought at an early stage for requirements which are not technically or economically feasible
• During Quality oversight, having all relevant contracts signed off after completion of service transition and check if service acceptance criteria are fulfilled. This process makes sure that all relevant OLAs are signed off by their service owners and that the SLA is signed off by the customer
• Accountable to determine where risk mitigation measures are required, and to identify Risk Owners who will be responsible for their implementation and ongoing maintenance
• Accountable to monitor the progress of counter measure implementation of new initiatives and to take corrective action where necessary
• Partner with Project Leads during the execution of projects and support the use of portfolio and Project Management and software development methodologies like Agile development, Change Mgmt., QA, and Release Management processes, consistent with the standards established by IT
• Other duties as assigned

Qualifications:

 • Preferred:

o Proven track record and success in service or delivery portfolios
o 5-10 years or relevant leadership experience
o Experience with IT Service Management
o ITIL, COBIT, CMM understanding and/or certifications
o Multiple years within Restaurant, Retail or Food and Beverage industries

•Experience and knowledge of restaurant or retail operations software and technologies and best practices
• Experience with SaaS and hosted technology integration management 
• Previous experience leading technology or business professionals to meet specific value objectives
• Past experience working across multiple domains with various executive stakeholders
• Bachelor’s degree in Business, Computer Science, or a related field

Red Robin is an Equal Opportunity & E-Verify Employer