Senior Software Test Engineer

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.
Our products are used by over 11,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.
These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

You will be working in the iOrder team, who look after the engine that drives the integrations, apps, and websites used to order & pay at tables by many hospitality venues across the UK. You will help to modernise the hospitality industry by working on the latest features and improvements for these applications. You will feel a sense of pride when you see the work you do having a direct positive impact in this industry.

Your day will be split between preparing tests for upcoming development, peer reviews, work estimation, execution, and involvement in continuous improvement.

Working within an agile delivery team, you will participate in all aspects of delivering software projects. You will participate in the product design, technical design, development, and maintenance of our environments. You will ensure quality by driving test automation and exploration, performing reviews, and influencing behaviour-driven design.

Responsibilities will involve:-

  • Generating functional, system and regression test cases and procedures within agreed timescales
  • Test execution at integration and system test levels
  • Adding acceptance tests to our existing Test Automation framework
  • Attending review meetings at different stages during the development process with the aim of influencing stakeholders, reporting and facilitating overall system quality
  • Partake in review sessions including code reviews and three amigos
  • Creating and maintaining test data and environment permutations
  • Effectively logging, monitoring and retesting all defects found during testing
  • Escalating any issues likely to affect the project scope or timescales
  • Having a positive impact on the quality of our products
  • Build up our test coverage as our CI/CD pipeline scales to support our ever-growing product integrations
  • Help ensure your vertical’s releases adhere to deadlines while not compromising on quality.

Who you are

You will enjoy a fast-paced development environment where the next test execution phase is only around the corner. You will care about continuous improvement and modernising our test approaches. Automation is important to you and you will want to ensure quality through the best tools and coverage. You will have extensive experience in software testing and are able to switch from preparation, design, manual, exploratory, and automated testing on any given day.

  • Extensive test experience on both Web and Mobile platforms
  • Experience of creating automated test suites, adding tests and maintaining these tests
  • Database proficiency (SQL Server) or other RDBS
  • Agile (SDLC) experience
  • Experience using MsTest, Nunit or similar test framework
  • Suggesting and driving improvements within our QA processes.
  • Understand and respond to customer needs (internal and external) and exceed expectations where possible. You are willing to go the extra mile to get the job done.
  • Work co-operatively with others to achieve a common goal, suggesting better solutions diplomatically to achieve it.
  • You are confident in your ability as a Senior Tester and can work independently without continuous instruction
  • Excellent problem-solving skills to analyse information appropriately and find best solutions taking a balanced view to reach logical conclusions and make relevant decisions
  • Organisational skills to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met
  • Flexible/agile in test efforts across multiple work streams whilst reporting efficiently
  • Ability to be commercially and organisationally focused on the overall business and issues facing company
  • Knowledge of Microsoft operating systems
  • ISEB/ISTQB Foundation Certificate

You will have an interest in and may be able to demonstrate experience in:

  • Strong experience with a programming language, preferably C#
  • Automation experience with Selenium or equivalent tool
  • BDD and TDD
  • Automation experience with Specflow
  • Performance / Load testing

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

IT Systems Administrator

IT Systems Administrator

**This role is currently remote/based from home but from the summer onwards this will be a hybrid role, based both from home and from our Edinburgh office**.

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 11,000 pubs, restaurants, and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

We are looking for an experienced IT Systems Administrator who share our passion for driving innovation and using technology to build better businesses. We are going on an exciting journey, and we need more like-minded travellers to help us get there!

What you’ll do

The team you will join consists of cross-functional, specialist systems administrators who implement, monitor and support highly available IT Solutions over multiple sites.

You’ll maintain our cloud solutions, as well as upgrade and manage our software & hardware in a hybrid environment. Delivering Zonal’s IT solutions to staff and customers and collaborating with in-house teams to improved and expand our solution.

Key skills we would like you to have are: –

  • Possesses a university degree/college diploma in a related field, and 5+ years’ experience.
  • Proven experience as a System Administrator or similar role
  • MS SccM, Intune, or similar MDM product
  • Office365 suite; Teams, SharePoint etc…
  • Ms Server 2012-2019 administration
  • Orchestration experience
  • SQL administration
  • Backup administration
  • Cloud, Azure Administration.

Who you are?

  • Someone with a passion for technology and problem solving, excellent analytical skills who thrives in a fast-paced autonomous environment.
  • A champion of best practices in security, performance, and monitoring
  • Someone who works collaboratively, is organised, and has a safe pair of hands.
  • Quick to spot opportunities and new capabilities in technologies.

What we value

Teamwork, Innovation, Passion, Professionalism and Accountability are the values we believe make us the company we are. We are looking for someone who understands great culture and will help us shape it as it evolves.

About Zonal

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Digital Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

Service Delivery Analyst

Service Delivery Analyst

Function: Helpcentre

Location: Initially remote/home based then from our Edinburgh office

Are you our missing ingredient?

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

To proactively ensure a high standard of customer reporting and trends analysis. To ensure excellent communication with regard to these, both internally and with external customers. To own the customer’s incidents, ensure a high standard of customer service and good working relationship with the customer.

Responsibilities will involve:-

  • Proactively drive the delivery of reports to customers.
  • Analyse trends, identify failures in process and liaise with delivery managers to implement lessons learnt.
  • Look for trends in customers’ calls and ensure problems are identified, raised and managed out effectively.
  • Ensure the timely and accurate provision of relevant information on “open red calls”, “with customer calls”, “no fault found calls” and “major incident reports”.
  • To liaise with the Head of Service, Service Operations Manager, Service Delivery Manager and Helpcentre Technical Manager on a regular basis to ensure the highest level of customer service.
  • Know the customer and understand the customers’ business requirements and drivers.
  • Liaise with R&D to keep abreast of new software releases for testing and rollout.
  • Ensure the Helpcentre is aware of the customer SLAs and update them on recent developments and changes to the way of working, contract etc i.e. clear communication channels going both ways.
  • Update the Helpcentre Manager on any major incidents.
  • Continuously improve the service provided to the customer using all available resources
  • Closely monitor the Customer Services daily activities with regards to customer fault calls.
  • Look for trends in the customer’s calls and ensure problems are identified, raised and managed out effectively.
  • Ensure all customers complaints and unresolved technical problems are resolved and/or escalated as per internal escalation procedure.
  • To liaise with the client representatives and account manager on a regular basis to ensure the highest level of customer service.
  • Project work as required.

Who you are

  • You will be a talented and ambitious individual who thrives in a fast paced environment.
  • Experience of delivering exceptional customer service within an IT service environment.
  • Ability to build relationships and trust.
  • Determined and resilient with experience of working in a dynamic and challenging environment.
  • Current clean driving license.
  • Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
  • Excellent written and verbal communication skills: communicates information in a clear, concise and accurate manner, avoiding technical/jargon based terms when providing information to customers.
  • Ability to draw conclusions from data, sort into information and derive trends.
  • Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
  • Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.
  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.

The Helpcentre provides first and second line support to Zonal customers. The team of Helpcentre Analysts use an on-line service to resolve operational and software problems reported by customers. In turn they liaise with Engineering Schedulers to arrange for faults to be resolved on-site as required.

The Helpcentre consists of Technical Support Analysts, Service Delivery Analysts, Planned work and Helpcentre Analysts. The Helpcentre operates on shift patterns from 8am to 12am, 365 days a year. Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

Service Delivery Analyst hours of work are; Monday to Friday, 9am-5pm.

We are going on an exciting journey and we need more like-minded travellers to help us get there!

If this sounds like you then we would love to hear from you!

Software Test Engineer

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.Our products are used by over 16,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

You will be working in the iOrder team, who look after the engine that drives the integrations, apps, and websites used to order & pay at tables by many hospitality venues across the UK. You will help to modernise the hospitality industry by working on the latest features and improvements for these applications. You will feel a sense of pride when you see the work you do having a direct positive impact in this industry.

Your day will be split between preparing tests for upcoming development, peer reviews, work estimation, execution, and involvement in continuous improvement.

Working within an agile delivery team, you will participate in all aspects of delivering software projects. You will participate in the product design, technical design, development, and maintenance of our environments. You will ensure quality by driving test automation and exploration, performing reviews, and influencing behaviour-driven design.

Responsibilities will involve:-

  • Generating functional, system and regression test cases and procedures within agreed timescales
  • Test execution at integration and system test levels
  • Adding acceptance tests to our existing Test Automation framework
  • Attending review meetings at different stages during the development process with the aim of influencing stakeholders, reporting and facilitating overall system quality
  • Partake in review sessions including code reviews and three amigos
  • Creating and maintaining test data and environment permutations
  • Effectively logging, monitoring and retesting all defects found during testing
  • Escalating any issues likely to affect the project scope or timescales
  • Having a positive impact on the quality of our products
  • Build up our test coverage as our CI/CD pipeline scales to support our ever-growing product integrations
  • Help ensure your vertical’s releases adhere to deadlines while not compromising on quality.

Who you are

You will enjoy a fast-paced development environment where the next test execution phase is only around the corner. You will care about continuous improvement and modernising our test approaches. Automation is important to you and you will want to ensure quality through the best tools and coverage. You will have experience in software testing and are able to switch from preparation, design, manual, exploratory, and automated testing on any given day.

  • Test experience on both Web and Mobile platforms
  • Experience of adding tests to automated test suites, and maintaining these tests
  • Database proficiency (SQL Server) or other RDBS
  • Agile (SDLC) experience
  • Experience using MsTest, Nunit or similar test framework
  • Confident in your ability to suggest and drive improvements within our QA processes.
  • Understand and respond to customer needs (internal and external) and exceed expectations where possible. You are willing to go the extra mile to get the job done.
  • Work co-operatively with others to achieve a common goal, suggesting better solutions diplomatically to achieve it.
  • You are confident in your ability as a Tester and can work independently without continuous instruction
  • Excellent problem-solving skills to analyse information appropriately and find best solutions taking a balanced view to reach logical conclusions and make relevant decisions
  • Organisational skills to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met
  • Flexible/agile in test efforts across multiple work streams whilst reporting efficiently
  • Ability to be commercially and organisationally focused on the overall business and issues facing company
  • Knowledge of Microsoft operating systems
  • ISEB/ISTQB Foundation Certificate

You will have an interest in and may be able to demonstrate experience in:

  • Experience with a programming language, preferably C#
  • Automation experience with Selenium or equivalent tool
  • BDD and TDD
  • Automation experience with Specflow
  • Performance / Load testing

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

DevOps Engineer

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 11,000 pubs, restaurants, and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

This role sits within our Managed Services team and is part of the wider Zonal Technical Services business unit. Our suite of SaaS, distributed systems and integrations help our customers run their business-critical services, providing their customers with industry leading hospitality technology products.

You’ll play a key role in the formation of a new area within Zonal: our Production Operations (ProdOps) team that aims to drive operational excellence and customer focus into the operation of our SaaS hosted and distributed applications suite.

As a Build and Deployment Engineer, you will combine your software and systems engineering expertise in tooling, configuration management, CI/CD pipelines and build operations to own multiple build platforms and environments behind our industry leading SaaS and distributed solutions.

You will work closely with engineering teams in Development and Platform Delivery (Networks, DBA, and Infrastructure) to deliver and continually improve build and release systems.

The makeup of our systems is changing rapidly, and you’ll play a key part in helping us drive this forward. We are moving towards a modern DevOps landscape with technologies like Docker, IaC and microservices. Initially we are working with our own hosted data centre infrastructure technology however you will play a key role in our drive towards a future hybrid public-cloud position.

You and your team will:

  • Build strong, collaborative relationships acting as the glue between in-house customer facing support and delivery teams, product management, and platform engineering (R&D) teams
  • Play a key role in design, build and support of delivery pipelines into production and pre-production environments, ensuring consistency, predictability, repeatability, scalability and auditability of all build and deploy processes.
  • Create frameworks to develop and continually improve:
    • Tooling, automation and technologies behind build operations and environments
    • CI / CD pipelines, release processes and frameworks
    • Robust and flexible build and delivery techniques to compliment development activities.
  • Bring expertise and a streetwise perspective to problem solving and reduction of complexity.

Who you are:

You’ll come from a background in software development or build and release engineering having spent at least some of your career as a member of a fast-paced product engineering, deployment and/or platform delivery team. Ideally you will have experience of deploying to hybrid datacentre/cloud infrastructures.

  • A self-starter with a passion for technology and problem solving, with excellent analytical skills who thrives in a fast-paced autonomous environment.
  • You have in-depth knowledge and experience of automated build systems, CI/CD methodologies and technologies such as Azure Devops, Git, Octopus Deploy, experience in SVN and InstallShield a bonus
  • Solid experience in scripting, tooling, automation, and Infrastructure as Code (IaC) frameworks
  • Comfortable in both Windows and Linux administration, scripting in PowerShell and Bash, knowledge of MS SQL and MongoDB a plus
  • Quick to spot opportunities and new capabilities in technologies, continually improving processes and deployment models.
  • A champion of ‘automate everything, document everything’.
  • Able to see the bigger picture, delivering incrementally towards that.
  • Comfortable in complex provisioning and deployment scenarios, modern CI/CD pipelines
  • A strong collaborator, organised, with a safe pair of hands.
  • A team player that enjoys influencing change, leading and developing a technical function
  • Comfortable interacting with mixed audiences of Support, Product Delivery and Platform Engineering
  • A champion of robustness, consistency and security
  • Critical thinking skills, a delivery-oriented attitude, with an attention to detail.
  • Minimum 3+ years’ experience building, deploying and maintaining production software.

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We are looking for someone who understands great culture and will help us shape it as it evolves.

Business Analyst/Product Owner

Product Owner / Business Analyst

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 11,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

We’re looking for a dynamic Product Owner who shares our passion for driving innovation and using technology to build better businesses. We’re going on an exciting journey, and we need more like-minded travellers to help us get there!

What you’ll do

Working within a team of cross functional software engineers the Product Owner will be responsible for ensuring their Product is developed in line with the roadmap and strategy meeting customer needs and supporting our development teams.

Taking business and customer needs into consideration the Product owner will create user stories and work items for the team to implement, working closely with business stakeholders and partners the Product Owner will tailor requirements and specification to meet the need of the target audience.

The Product Owner will be able to analyse systems to help tease out the detail required for the changes that need implemented.

Main Duties & Responsibilities

  • Contribute to, and implement the product strategy and related commercial business cases.
  • Following Lean and Agile principles, the Product Owner will work closely with all aspects of the business to understand the requirements of the software to solve problems
  • Evaluate client requests, end user insights, industry drivers, and competitor capabilities to identify enhancements
  • Write features/ user stories to implement the product strategy, enhancements and customer requests
  • Drive the process of analysis and estimation within the Software Delivery team to provide a plan
  • Evaluate regulatory changes to determine how they should be accommodated
  • Manage product roadmap priorities to ensure development work is prioritised
  • Collaborate with Sales and industry consultants on sales initiatives
  • Collaborate with Marketing to effectively communicate value of product and overall solution
  • Working effectively with senior leaders and functional teams to ensure success of their Product.

Who you are

  • You will have excellent analysis and problem solving skills in order to understand the ecosystem and how each system is integrated to inform the user stories and provide detail that is required. You may have started as a systems analyst, or a business analyst with technical understanding, though no development experience is needed.
  • You may have had hospitality experience and using Software similar to that of Zonal’s.
  • You may have owned a Product before and been able to feed into roadmaps assessing relative priority.
  • You will have worked in an environment with Software as a Service products.
  • You will have excellent project management skills with the ability to operate independently within prescribed guidelines
  • A “can do / will do” attitude focused on timely results
  • Excellent people skills with peers, seniors, subordinates and customers and comfortable negotiating through conflict
  • Ability to multi-task, balancing the customer, product strategy and technical priorities required to deliver competitive product
  • Hands on approach to the role with the ability to contribute to team projects whilst taking personal responsibility for their success
  • The successful candidate will possess a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality. They must enjoy understanding systems and how they work so that they can help deliver change to the necessary components
  • Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
  • Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
  • Problem solving and decision making; analyses information appropriately to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
  • Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
  • Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

About Zonal

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

Helpcentre Analyst

The Zonal group are one of the UK’s largest technology providers to the hospitality industry. Our products are used by over 16,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

You will be working with a team of 60+ Support Analysts delivering exceptional customer support to our portfolio of prestigious hospitality companies, 365 days per year.

Your role will be to provide technical support and advice on all incoming incidents and requests, ensuring these are logged and handled in accordance with departmental guidelines and procedures

We operate a shift pattern basis to cover the core hours of our business which run from 7am to 1am. Our weekly standard shift patterns are- 7am – 5pm, 9am – 6pm & 3pm – 1am.

This role will initially be working from home.

Responsibilities will involve:-

• Logging of all incidents within our call logging software, ensuring all relevant information is obtained, correct categorisation and SLA is chosen and advise caller of unique call reference number;
• Provide problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party queues where appropriate;
• Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
• Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
• Escalate any issues but try and ensure they are dealt with before problems occur;
• Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
• Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
• Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved;
• Ensure processes are documented and updated as necessary;
• Demonstrate a positive attitude towards change by words and behaviours. Challenge the way things have always been done and suggest improvements;
• Ability to build relationships with resolving teams and service management teams
• Adhering to complex processes and procedures;
• Ensuring Knowledge Base articles are regularly reviewed and updated;
• Training and mentoring new starters and acting as an ongoing point of escalation;
• Compliance – ensure that you understand and adhere to PCI-DSS policies

Who you are

• You will be a talented and ambitious individual who thrives in a fast paced environment.
• You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role.
• A solid technical background with a talent for troubleshooting and problem solving.
• Strong analytical skills with a great attention to detail.
• A passion for exceptional customer service.
• A flair for multi-tasking in a high pressured environment.
• A collaborative and proactive approach in all aspects of your work.

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

Senior Agile Product Delivery Manager

The Zonal group are one of the UK’s largest technology providers to the hospitality industry. Our products are used by over 11,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

You will be lead the iOrder team, who look after the engine that drives the integrations, apps, and websites used to order & pay at tables by many hospitality venues across the UK. You and your team will help to modernise the hospitality industry by working on the latest features and improvements for these applications. You will be a key member of a cross domain group of leaders that govern the effective delivery of our software solutions.

You and your teams will operate with a large degree of autonomy, with choices about process and technology stack. You will be responsible for ensuring your teams remain aligned with the overall technology and product strategies and processes striking the right balance between consistency and flexibility.

You will be responsible for enabling the commercial success of your products, which includes both the operations of the product (uptime, performance, and user experience) and the successful delivery of the product roadmaps (features).

It will be your responsibility to co-ordinate the cycle, release, and sprint planning activities of your teams in co-ordination with the Product Management teams. You will be responsible for ensuring the teams are effectively delivering against plans through an effective and structured monitoring and reporting framework.

You will keep a strategic view of the demands on, and limitations to, the products and use this to constantly improve the operations of the product.

  • Through your teams you will continually deliver products, or projects, using the appropriate agile project management methodology
  • It will be your role to make sure the team is performing to its optimum capability while maintaining good practice and achieving a high level of quality and low team turnover. You will own the continual improvement plan for the team.
  • Lead the collaborative, dynamic planning process across all your teams – prioritising the work that needs to be done against the capacity and capability of the team within each Planning Cycle. This will include both technical and non-technical backlogs.
  • Continually report on progress of planning cycles using appropriate Agile KPIs such as Release Burndown charts, Cumulative Flow and Lead Time analysis feeding this information into continual improvement plans for the team.
  • Manage dependencies both within and across domain areas of our Product Suite where requirements being implemented “cross boundaries” between individual product areas.
  • Ensure Architects and Tech Leads effectively shape requirements to the right level to enable the team to be clear on and architectural and technical considerations.
  • Facilitate the inclusion of wider Zonal stakeholder requirements into the technical backlogs with your teams, for example Zonal Security and Zonal Technical Services.
  • You will enable and foster a culture of innovation and professionalism within the team where there is clear ownership and accountability, and where individuals take pride in their deliverables and creating a positive customer impact.
  • As a Line Manager you will recruit, develop, coach, motivate and performance manage those in your team especially with regards pragmatic and effective implementation of Agile Methodologies.
  • We would like you to actively participate in the Product Delivery community, sharing and re-applying skills and knowledge and bringing in best practice.
  • You will work with your teams and the Product Management function to help define the sprint roadmaps ensuring that delivery timescales are achievable, realistic, and commercially viable.
  • Ensure your teams can provide the necessary support, in and out of hours, to our customers. Drive improvements in this support.
  • You will be expected build a technology function where teams and products are loosely coupled but tightly aligned: We don’t want tight dependencies between products as that makes delivery more complicated, but we do need all products improving the overall solution and heading in the same direction
  • Given your expertise we will ask you to ensure a balance between consistency and flexibility: teams need freedom when it comes to process and technology choices, but when appropriate it must be consistent between teams.

Who you are

You will have a background working in a software Product Delivery environment, most likely you will have spent some of career as a contributing member of a delivery team. You will have experience of managing and leading groups of people successfully to deliver on defined outcomes.

We want you and your leadership skills on-board; you’ll be the go-to person to help get things done.
It goes without saying you will have an in-depth and thorough understanding of agile principles and techniques.

  • As a natural, confident, and clear communicator you will have experience liaising with technical and non-technical teams and across organisational boundaries.
  • You will bring exception organisational skills to bear along with previous experience of line managing to deliver through others.
  • You will be experienced in communicating with support staff, delivery team members and C-Level executives and know how to tailor your communications to the audience.
  • You will be motivated by getting things done, and getting them done in the right way, first time; you are laser focussed on achieving the best outcome.
  • As a valued Manager within the business, we would like to be aware of the business and commercial pressures relevant to your teams, your dynamic leadership skills will pragmatically balance delivery against the pressure – you realise that we don’t always operate in a perfect world and it will be necessary for you to make difficult decisions from time to time.
  • You will have experience of rapid business changes and be able to keep your team motivated, energised and on track through these periods.
  • Using your communication skills, you will keep key stakeholders aware of progress against plans and help mitigate risks. You will understand that the identification of risks and issues is not enough – when escalating you will provide recommendations and solutions.
  • Being accountable for delivery of multiple projects and those factors which make delivery successful or unsuccessful, you will use this knowledge to ensure positive outcome and build a track record of delivering software releases on time and within budget
  • Ability to work closely with other key functions which may include Product Management, Infrastructure teams, DevOps team to enable delivery.
  • Have a proven track record of successful delivery through agile development teams and a clear understanding of Agile principles and techniques

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

Senior Site Reliability Engineer

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.Our products are used by over 11,000 pubs, restaurants, and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success. These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

This role sits within the Zonal Managed Services team and is part of the wider Zonal Technical Services business unit. Our suite of SaaS, distributed systems and product integrations help our customers run their critical business operations and provide their customers in turn with industry leading hospitality technology products. You’ll play a key role in the formation of a new area within Zonal: our Production Operations (ProdOps) team that aims to drive operational excellence and customer focus into the operation of our SaaS hosted application suite.

As a Senior Site Reliability Engineer, you’ll combine your software and systems engineering expertise in coding, system design, integration, deployment and ongoing maintenance to help build and run our industry leading SaaS solution. You will help build a new key Site Reliability Engineering (SRE) function within Zonal, implementing best practice monitoring, processes and tooling focussed on uptime, performance, and reduction of toil. You will work closely with engineering teams in Development and Platform Delivery (Networks, DBA, and Infrastructure) to uphold contracted Service Level Objectives (SLOs). You will be tasked with ensuring our internal and externally available systems have reliability, and uptime appropriate to user’s needs.

The makeup of our systems is changing rapidly, and you’ll play a key part in helping us drive this forward. We’re moving towards a modern DevOps landscape with technologies like Docker, IaC and microservices. Initially we are working with our own hosted data centre infrastructure technology however, you’ll play a key role in our drive towards a future hybrid public-cloud position.

You will contribute towards driving an organisational change into Zonal focussing on the core tenants of Site Reliability Engineering, namely the availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of our SaaS service(s).

You and your team will:

  • Build strong, collaborative relationships acting as the glue between in-house customer facing support and delivery teams, product management, and platform engineering (R&D) teams
  • Create frameworks to continually improve:
    • Observability through logging, monitoring, and alerting
    • Capacity analytics and demand management
    • Dashboards, internal and external status pages
    • CI / CD pipelines, release processes
    • Automation of manual processes, tooling and IaC including security checks and break-glass procedures
    • Ownership of some cross-cutting implementation like logs / metrics infrastructure
    • Team processes, driving technical debt down
    • Triage, response, and recovery times
    • Disaster Recovery models and planning
  • Reduce toil (work that is largely manual, repetitive, automatable, tactical, devoid of enduring value, and that scales linearly as our services grow), maximising engineering capacity
  • Bring expertise and a streetwise perspective to problem solving, reduction of complexity and reliability patterns
  • Participate in On-Call cover and Incident Response
  • Play a key role in change management and delivery pipeline into production ensuring safety, predictability, repeatability, and auditability of all build and deploy processes
  • Proactively manage delivery of key SLOs covering Detection / early warning and self-healing
  • Own all monitoring and alerting applications, services and infrastructure
  • Act as key stakeholders in the technical debt reduction of our Products by contributing towards the Tech Debt backlogs for our R&D teams

Who you are

You will have a background in deploying, managing, and operating mission critical distributed SaaS systems having spent at least some of your career as a member of a fast-paced product engineering, web operations and/or platform delivery team. Ideally you will have a demonstrable track record of operating systems in hybrid datacentre/cloud infrastructures.

When things go wrong – and they will – we want to know about the problem before our users, so will need your deep understanding of modern monitoring and toolsets for identification, investigation, and remediation.

  • A self-starter with a passion for technology and problem solving, with excellent analytical skills who thrives in a fast-paced autonomous environment leading from the front
  • A champion of resilience, consistency, security, and monitoring
  • Solid experience in scripting, tooling, automation, and Infrastructure as Code (IaC) frameworks
  • In-depth knowledge and experience of monitoring frameworks such as Zabbix/GreyLog
  • Excellent understanding of traditional ops areas of expertise: Windows/Linux, Networking etc.
  • Good familiarity with docker and container ecosystem including technologies such as Kubernetes
  • Quick to spot opportunities and new capabilities in technologies
  • Familiar with database technologies such as MySQL and MSSQL
  • Comfortable in complex provisioning and deployment scenarios, modern CI/CD pipelines
  • A strong collaborator, organised, and has a safe pair of hands
  • A team player that enjoys influencing change, leading and developing a technical function
  • Comfortable communicating to mixed audiences of Support, Product Delivery, Engineering, and Incident Management
  • Critical thinking skills, a delivery-oriented attitude, and attention to detail.
  • Minimum 5+ years’ experience building, deploying and maintaining production software.

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We are looking for someone who understands great culture and will help us shape it as it evolves.

Engineering Scheduler

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 11,000 pubs, restaurants and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff

Job Role

The Engineer Services Department consists of the Service Engineering, Repair Centre, Purchasing, Production and Warehouse teams, all reporting to the Director of Technical Services and ultimately reporting to the Chief Operating Officer.

Our scheduling team hours of work are based on a shift rota from 8am-5pm Monday to Sunday.

Support is provided based upon the SLAs in place with the customers. These are monitored daily and reported back to the customer at regular intervals.

What you’ll do

You will assist the engineering department to carry out daily tasks in accordance with our SLA agreement with our clients.

You will liaise with Account Managers daily about the requirement of Service Engineers. And be responsible for scheduling service engineer’s daily work.

It will be your role to dispatch, monitor and close service calls to Service Engineers.

You will co-ordinate Service Engineer daily activities. You will also monitor engineers and ensure their daily productivity is maximised.

Daily you will proactively manage local SLA and engineering escalations along with SLA reporting & trend analysis.

It will be part of your role to report all absences to Regional/Service/Admin Managers

You will be responsible for ensuring accurate and timely engineer van stock movements are in order and organise spare parts to be delivered to Service Engineers to assist them with their service calls

Who you are

We would like you to have a minimum of 2 years’ experience in an administration role.

Exceptional organisational skills:

Able to plan and schedule the workload for a group of field-based engineers and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.

Exceptional communication skills:

Able to liaise with and co-ordinate activities of a group of field-based engineers via phone, email, and text.

PC literate (all MS Office suite) and aptitude to pick up new software packages quickly.

Planning and organisational skills:

Able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.

Customer service:

Understands and responds to customer needs (internal and external) and exceeds expectations where possible.

Communication and team working:

Works co-operatively with others to achieve a common goal and communicates information in a clear, concise, and accurate manner.

Problem solving and decision making:

Analyses information appropriately to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.

Commercial and organisational focus:

Demonstrates understanding of overall business and commercial issues facing company.

Commitment to results:

You are committed to obtaining results through taking responsibility, demonstrating a positive attitude, and ensuring quality is built into work

What we value

Passion, Teamwork, Innovation and Professionalism are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

IT Business Systems Analyst

IT Business Systems Analyst

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 11,000 pubs, restaurants, and hotels. Customers include national brands like Pizza Express, JD Wetherspoons and All Bar One.

We provide our customers with the solutions they need to make their business a success.

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.

We are looking for an experienced IT Business Systems Analyst who share our passion for driving innovation and using technology to build better businesses. We are going on an exciting journey, and we need more like-minded travellers to help us get there!

What you’ll do

The team you will join consists of cross-functional, specialist systems administrators who implement, monitor and support highly available IT Solutions over multiple sites.

You will work on Zonal’s systems applications, the big 3 being Dynamics CRM, Dynamics Nav and Ivanti Heat; maintaining, testing, and installing features to enhance business processes.

Activities

  • Analyse usage, review, and document current functionality to determine, recommend areas of improvement and efficiency within the business functions.
  • Respond to enhancement requests and the backlog of change requirements by maintaining a regular release cycle of improvements.
  • Manage users and role-based permissions within the system.
  • Maintain the UAT environments, testing new versions of the software.
  • Support users within the system; Identifying, diagnosing, and resolving technical and operational issues; working with suppliers to resolve any tickets where necessary.
  • Be the product and data expert, communicating to stakeholders what is (and is not) possible within the system, and using your knowledge of the data and schema to aid the teams with reporting to the business and our customers.
  • Database, System, Performance and Archive administration, you will continually review database and user operation to ensure operational cohesion and product stability are maintained. You will work to ensure disaster recovery processes are up to date and to drive improvements to the platform according to best practices.
  • Keep up to date with new product features, constantly searching for ways to improve and enhance the product to maximise its value to the business.
  • Project Manage and implement the next iteration of product developments.
  • Maintain a product roadmap, publishing upcoming projects and timescales to stakeholders.

Key skills we would like you to have are: –

  • A University degree/college diploma in a related field, and 5+ years’ experience.
  • Proven experience as a Business Systems Analyst or similar role
  • Evidence of top-level management / ownership of a business-critical application, where you were involved in all lifecycle stages.
  • Exposure to developing or working with API integrations (REST)
  • Have worked with or in an IT / technology support environment, understanding ITIL processes and their application to support.
  • 2-5 years’ experience administering ERP systems or Service management tools within finance, sales and service / operational teams.
  • Demonstrate practical administration of MSSQL Server with SQL Querying at an intermediate level with knowledge of SSIS
  • Reporting tools experience, Power BI, jet reports, crystal.
  • Full UK Driving License

Who you are?

  • Someone with a passion for technology and problem solving, excellent analytical skills who thrives in a fast-paced autonomous environment.
  • A champion of best practices in security, performance, and monitoring
  • Someone who works collaboratively, is organised, and has a safe pair of hands.
  • Quick to spot opportunities and new capabilities in technologies

​​​​​​​​​​​​​​What we value

Passion, Teamwork, Innovation, Professionalism and Accountability are the values we believe make us the company we are. We are looking for someone who understands great culture and will help us shape it as it evolves.

About Zonal

If you have booked a table or hotel room, ordered, and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh to our Marketing Technologies Division in Staffordshire, or our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.