Now Brewing ? Service Delivery Manager ? Retail Infrastructure! #tobeapartner
From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. The Retail Infrastructure Technology (RIT) teamowns the selection, installation,maintenanceand associated vendor relationships forall technology deployed in 10,000+ company owned Starbucks locations across North America.
A Service Delivery Manager, contributes toStarbuckssuccess providingmanagementoversightinto all aspects ofsuppliermanagement includingsupplierselection,service delivery, financialoversightand generalsupplier sentiment.This role requires the ability to haveastrategic view of the organization with the ability to executeattacticallevel.Close partnership with IT, financeandbusiness stakeholders, collaboration onfiscalplanning,project auditing and operationalspendwill be necessaryto be effective.
As a Service Delivery Manager, you will?
Oversight and management of verticalportfolio of workassociated with one or more strategic suppliers.Owns the Service Delivery process and business outcomes for each vendor they manage.
Demonstrates ability to improve vendor performance, while also considering the delicate balance of vendorrelationship.
Bridges the gaps between Retail Operations, Starbucks Technology, Finance and Sourcing to obtain balance amongst all stakeholders.
Monitoring ofoperational execution and being an escalation point for issues associated with the supplier.
Use data and analytics to suggest new and/or revised targetsthat improves performance, withoutsolelyrelying on historic performance, contractual obligations, or industry norms
Advances performance through thoughtful contract changes. Understands the contract lifecycle and prepares for future renewals. Is expected to help manage contractchanges.
Advocating support requirements for retail infrastructure, helpdesk, and Starbucks retail operations points of view. This will include service design andselection, implementation, sustainment, and continuous operational improvements.
Manages overall financial operations for portfolio of suppliers including invoicing, audit, budget & forecast activities as well as themes/trending analysis.
Single point of contact for other internal teams looking to partner with the specific supplier(s), acting in a consultative manner to onboard new or existing technology into the supplier portfolio.
Establishes deeper connections tocustomer, looking beyond current needs. Explores unmetneeds andlooks for ways to solve those through the vendor relationships.
Partner with Sourcing on all aspects of contract management, includingpossible RFPactivities, updates to existing contracts, and ensuring pricing and contractual alignment across all bodies of work.
Advocating support requirements for retail infrastructure, helpdesk, and Starbucks retail operations points of view. This will include service design andselection, implementation, sustainment, and continuous operational improvements.
Manages overall financial operations for portfolio of suppliers including invoicing, audit, budget & forecast activities as well as themes/trending analysis.
Ensures alignment ofapproved spend with agreed to pricing and invoicing across multiple suppliers, developingappropriate processesto simplify where possible and manageinherentcomplexity across the portfolio.
Scope of influence expands across the peer group, up to direct manager, with occasional interactions with director and VP on vendor management
Gathers customerfeedback that willultimately supportStarbucks? strategic business goals by delivering vendor?s performance andservice excellence
We?d love to hear from people with:
3+ years of experience as a project manager, including 1+ year in an IT or software development setting
Experience using Agile methods
Bachelor?s degree
Preferred qualifications:
Deep understanding ofinfrastructuretechnologydeploymentprograms
Retail and QSR (Quick Serve Restaurant) experience
Experience withportfoliofinancial managementpracticesand reporting.
Advanced skills in the MS Office Product Suite, particularly Word, Excel, PowerPoint andPower BIor similar reporting/analysis tools.
Proficient in data collection andanalysis thatleads to LEANmethodologyimplementation.PDCA (Plan, Do, Check, Adjust).Able to find waste, value stream map, and be a stakeholder in Kaizen events
Prior experience managing capital and operational spend in a Retail or Hospitality environment spend
Prior experience with RFP?s, contract creation,oversightand management of strategic partnerships
Working across functional areas to develop effective businessand financial modelsthat align with company and business unit/departmentobjectives
Requirements gathering and analysis, including financialanalysis
Leadership and Communication:
Leads by example ? with confidence, a positive attitude, patience, honesty and integrity, anda strong senseof commitment
Ability to ?read the room?,to know what is possible and what is not, and to know how to navigate program and project engagements efficiently and effectively
Ability to engage in difficult conversations that result in positive, actionable outcomes.
Ability to navigate complex and diverse landscapes effectively
Seeksand provides honest, transparent feedback
Ability to build and lead high-performing project teams
Ability to set expectations and hold individuals and team members accountabletotheir commitments
Drives decision-making that favors compromise and alignment over consensus-building
Good facilitation skills; ability to adapt approach todifferent typesof engagements
Good written and verbal communication.
Acumen and Learning Agility:
Deep understanding of technology program and portfolio financial management practices.
Advanced skills in the MS Office Product Suite, particularly Word, Excel, PowerPoint and PowerBI.
Prior experience with RFP's, contract creation, oversight and management of strategic partnerships.
As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor?s degree through Arizona State University?s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.
*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
We believe we do our best work when we're together, which is why we're onsite four days a week.
Join us and inspire with every cup. Apply today!
Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at or
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