Service Delivery Manager

Starbucks is seeking a Service Delivery Manager for Retail Infrastructure Vendor Management to oversee technology services that power our stores. In this role, you will manage external vendors supporting POS, network, and in-store systems, ensuring SLAs are met and incidents are resolved quickly. You will coordinate service delivery, optimize performance and costs, and drive continuous improvement. Partnering closely with operations, IT, and store leaders, you'll support a reliable, scalable retail infrastructure that enables outstanding partner and customer experiences in a values-driven, growth-focused environment.

Responsibilities

• Oversee end-to-end service delivery for Starbucks retail infrastructure across store locations.

• Manage vendor relationships, contracts, and performance for POS, networks, and in-store systems.

• Monitor and enforce SLAs, ensuring timely incident response and problem resolution.

• Collaborate with IT, operations, and store leadership to align services with business needs.

• Analyze service performance data and drive continuous improvement initiatives.

• Coordinate change management, rollout plans, and communication for infrastructure updates.

• Manage service delivery budgets and support cost optimization efforts.

• Ensure compliance with Starbucks standards, security practices, and sustainability goals.

• Support escalation management and root-cause analysis for critical service issues.

• Contribute to process documentation, playbooks, and training to enhance service quality.

Required Skills

• IT service delivery management

• Retail infrastructure (POS, networks, in-store tech)

• Vendor and contract management

• Service Level Agreement (SLA) management

• Incident and problem management

• ITIL processes

• Project management

• Budgeting and cost optimization

• Data analysis and reporting

• Cross-functional stakeholder management