EMEA Technology Operations Lead – Resilience & Incident

Starbucks Coffee Company; Greater London; On-site; GBP 65,000 - 100,000; Full time

Benefits offered by this job

25 days holiday a year

Flexible benefits – +4% selection

Up to 10% bonus

Private medical insurance

Job summary

Starbucks Coffee Company in London (EMEA) is seeking a Technology Operations Manager to oversee stable, secure, and high-performing technology services across company-operated and licensed stores. You will lead end-to-end operational delivery across hardware, software, networks and digital platforms while collaborating with partners, customers and stakeholders worldwide.

You’ll bring proven experience in IT service management, ITIL practices, and multi-site leadership, including incident, major

Qualifications

• Experience leading technology operations in a multi-site environment.
• Strong knowledge of ITIL practices (incident, major incident, problem, change, service transition, SLAs).
• Experience managing third-party service providers against contracts and improvements.
• Excellent stakeholder communication with a partner-first approach.

Responsibilities

• Manage day-to-day performance of technology operations across EMEA, ensuring services are available, secure and performing to agreed standards.
• Lead major incident, incident, problem and change management with timely restoration and clear communication.
• Promote proactive, continuous-improvement culture using service data to reduce incidents.
• Collaborate with market teams and licensees to deliver partner-friendly technology solutions.
• Manage third-party providers to ensure SLAs and quality, chairing reviews and remediation.

Skills

IT operations

ITIL practices

Stakeholder comms

Vendor management

Tools

Monitoring tools

Service desk tools

Job description

Starbucks Coffee Company in London (EMEA) is seeking a Technology Operations Manager to oversee stable, secure, and high-performing technology services across company-operated and licensed stores. You will lead end-to-end operational delivery across hardware, software, networks and digital platforms while collaborating with partners, customers and stakeholders worldwide.

You’ll bring proven experience in IT service management, ITIL practices, and multi-site leadership, including incident, major