technology operations manager

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

We’re looking for a technology operations manager 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 delivering stable, secure and high-performing technology services across Starbucks’ company-operated and licensed businesses in the EMEA region. You’ll provide end-to-end operational leadership across stores, including hardware, software, digital platforms, physical systems, networks and communications, ensuring services are resilient, scalable and aligned with the needs of partners, customers and the wider business. We’ll look to you to bring your proven experience leading technology operations or IT service management in a complex, multi-site environment, ideally within retail, hospitality or another consumer-facing sector with experience managing operational risk, service continuity and technology resilience, with the ability to make effective decisions during high-impact incidents. You’ll have strong practical knowledge of ITIL practices, including incident, major incident, problem, change, service transition and service-level management. As well as demonstrable experience managing third-party service providers against contractual commitments, SLAs and improvement plans. As you’ll be working with multiple stakeholders internally and externally we’re looking for someone with excellent stakeholder communication skills and a partner-first, customer-focused approach to service delivery. The best part about this role is that no two days are ever the same! Working as our technology operations manager, you’ll get involved in:

• Managing the day-to-day performance of technology operations across EMEA, ensuring services are available, secure and performing to agreed standards. Use monitoring tools and established operational practices to detect, assess and respond to service issues quickly.
• Providing operational leadership across major incident, incident, problem and change management, ensuring timely service restoration, effective stakeholder communication, root-cause analysis and completion of corrective actions.
• Promoting a proactive, accountable and continuous-improvement culture, using operational data and service trends to reduce repeat incidents and enhance service performance.
• Advocating for the needs of Starbucks Green Apron partners, ensuring technology services support their in-store experience and operational efficiency.
• Collaborating with market teams and licensees to understand pain points and deliver intuitive, partner-friendly solutions.
• Managing third-party service providers to ensure compliance with contractual obligations, SLAs and quality standards while delivering value for money. Chairing regular service performance and quality reviews, challenging underperformance and overseeing remediation plans.
• Building strong relationships with internal stakeholders, market leaders and licensees, providing clear communication on service performance, operational risks, priorities and improvement plans.
• Defining and enforcing operational acceptance criteria for new and changed services, ensuring documentation, monitoring, support models, training, service ownership, escalation routes and recovery procedures are in place before production launch.
• Maintaining operational processes and controls in accordance with legal, regulatory, security and internal standards.
• Owning operational service continuity and resilience planning for critical technology services.
• Defining and reporting on KPIs that reflect service health, store and partner impact, supplier performance and operational efficiency.
• Using performance insights to drive accountability, prioritising improvement activity and informing strategic and operational decisions.

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
• Up to 10% bonus
• 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.

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