Service Performance Lead — ITIL & Incident Management (EMEA)

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

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.