service performance lead

Starbucks Coffee Company; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

25 days holiday per year

Private medical insurance

Starbucks Global Academy

Bean stock options

Headspace subscription

Job summary

Starbucks Coffee Company in London seeks a Service Performance Lead to ensure reliable delivery of technology services across EMEA. You’ll drive performance across internal teams and vendors, focusing on service stability, incident management and continuous improvement to support baristas and customers.

You’ll analyse performance data, own incident/problem/change processes, manage vendor SLAs, and collaborate with markets and partners to deliver aligned solutions while communicating clearly

Qualifications

• Experience in service management disciplines (incident, problem, change and vendor management).
• Strong analytical and problem-solving capability using data.
• Experience in retail or hospitality environments preferred.
• Ability to manage major incidents and coordinate cross-functional recovery.

Responsibilities

• Own end-to-end service performance across retail and digital technology platforms, driving measurable improvements.
• Lead incident, problem and change management to maintain service stability and minimise disruption.
• Monitor service performance metrics (availability, MTTR, trends) and translate insight into action.
• Manage vendor performance against SLAs, KPIs and continuous improvement commitments.
• Ensure smooth service transition and operational readiness for new or enhanced services.
• Collaborate across technical teams, markets, suppliers and stakeholders to deliver aligned solutions.

Skills

ITIL knowledge

Service management

Vendor management

Incident management

Problem management

Data analysis

Stakeholder communication

Job description

We’re looking for a service performance lead to join our team here at Starbucks. A place where you're valued, challenged, and inspired. Where your voice is brewed into everything we do. At Starbucks, we're all about you. As part of this role, you'll be responsible for ensuring the reliable and effective delivery of technology services across EMEA. You will drive service performance across internal teams and external vendors, ensuring services meet the needs of baristas and customers. You will focus on service stability, incident management, and continuous improvement, while supporting the transition of new and enhanced services into operations. You will play a key role in analysing service performance data, identifying trends, and driving improvements that enhance the service desk experience and overall technology performance. We'll look to you to bring your strong experience in service management disciplines (incident, problem, change and vendor management), ideally within a retail or hospitality environment. You'll be able to apply your ITIL knowledge and best practice approaches to improve service delivery, whilst demonstrating strong analytical and problem-solving capability, using data to diagnose and resolve issues. You'll have the ability to effectively manage major incidents and coordinating cross-functional recovery efforts and build strong stakeholder relationships through clear, concise communication and delivery focus.

The best part about this role is that no two days are ever the same! Working as our service performance lead, you'll get involved in:

• Owning end-to-end service performance across retail and digital technology platforms, driving measurable improvements
• Leading incident, problem and change management to maintain service stability and minimise disruption
• Monitoring service performance metrics (e.g. availability, MTTR, trends) and translating insight into action
• Managing vendor performance against SLAs, KPIs and continuous improvement commitments
• Ensuring smooth service transition and operational readiness for new or enhanced services
• Collaborating across technical teams, markets, suppliers and stakeholders to deliver aligned solutions
• Communicating clearly and confidently, particularly during incidents and high-pressure situations
• Championing a customer and partner-first mindset, enhancing in-store and digital experiences
• Driving a culture of continuous improvement through proactive problem-solving and innovation

Please note for this role we're looking for someone who is able to participate on an on-call rota and be available for 1 week per 4 weeks on a rota basis, as well as being able to support and adjust for any critical events across the business.

In return, we'll offer you a competitive salary and benefits that include:

• 25 days holiday a year (plus Bank Holidays)
• Flexible benefits – in addition to the benefits listed here we'll also provide you with an additional 4% to allow you to select the benefits that suit you
• Life assurance and private medical insurance for yourself
• Comprehensive training (including coffee knowledge!) and access to Starbucks Global Academy (our online learning platform to help continuously develop yourself)
• Free bag of coffee each week and a 30% partner discounts on food, beverages, and merchandise
• Discounts with local and national retailers (cell phones, gym memberships, entertainment tickets, hotels, etc.) through Perks at Work platform
• Subscription to Headspace
• Home Sweet Loan (Interest-free loans that can be paid back over 12 months to help pay your rental deposit)
• Bean stock options for all partners (own part of Starbucks!)
• A free 24/7 Employee Assistance Programme available to you and your family

So, if you're looking for a new opportunity, with us you'll be welcomed, you'll be challenged, you'll be inspired. Here you'll be heard. Because here, you're a part of it all. Here you belong. Starbucks is committed to building an inclusive and diverse workforce. All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.