service performance lead

Starbucks EMEA; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holiday

Private medical insurance

Starbucks Global Academy access

Bean stock options

Headspace subscription

Headspace

Home Sweet Loan

Staff discounts

Employee Assistance Programme

Job summary

Starbucks EMEA in London is seeking a Service Performance Lead to own and optimise the delivery of technology services across the region, driving performance across internal teams and external vendors to meet the needs of baristas and customers.

You'll apply ITIL disciplines, lead incidents and changes, analyse performance data to identify trends, and partner with stakeholders to improve service stability and the end-user experience across in-store and digital platforms.

Qualifications

• Experience delivering service management in retail or hospitality environments.
• Strong ITIL-based process knowledge across incident, problem, change and vendor management.
• Ability to analyse service performance data and translate insight into action.

Responsibilities

• Own end-to-end service performance across retail and digital technology platforms.
• Lead incident, problem and change management to maintain service stability.
• Monitor service performance metrics (availability, MTTR, trends) and drive improvements.
• Manage vendor performance against SLAs, KPIs and continuous improvement commitments.
• Ensure smooth service transition and operational readiness for new or enhanced services.
• Collaborate with technical teams, markets, suppliers and stakeholders to deliver aligned solutions.
• Communicate clearly during incidents and high-pressure situations.
• Champion a customer- and partner-first mindset to improve in-store and digital experiences.
• Drive a culture of continuous improvement through proactive problem solving and innovation.

Skills

Incident management

Problem management

Change management

Vendor management

ITIL knowledge

Data analysis

Stakeholder communication

Education

ITIL certification

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 inanalysingservice performance data,identifyingtrends, 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.

About

• 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.

Know someone who would be a perfect fit? Share this opportunity with them! At Starbucks, there’s always room for one more