dir, infrastructure services

Starbucks; Nashville (TN); On-site; USD 210,000 - 270,000; Full time

Benefits offered by this job

Health insurance

Dental and vision

Life insurance

Tuition coverage

401(k) with employer match

Stock program (Bean Stock)

Paid vacation and holidays

Paid parental leave

Job summary

Starbucks is seeking a director of Infrastructure (Services) to lead strategy and execution of enterprise technology support across Starbucks facilities. You will build high-performing teams, strengthen supplier partnerships, and drive service maturity with data, automation, and continuous improvement.

You will own core operations including service desk, incident response, ITSM, and production readiness, partnering with executives and business teams to translate performance into actionable

Qualifications

• 10+ years of leadership in enterprise technology operations.
• Experience running 24x7 operations and major incident response.
• Strong understanding of IT service management processes.
• Experience with large, distributed environments in retail or manufacturing.
• Proven track record building talent and inclusive culture.
• Experience with managing strategic suppliers and MSPs.
• Ability to use data and storytelling to influence decisions.
• Exposure to ServiceNow or similar platforms.

Responsibilities

• Lead a 24x7 technology operations organization with clear priorities.
• Own and mature core service operations: service desk, incident response, ITSM.
• Improve performance with service levels, incident reductions, and cost efficiency.
• Partner with executives and business teams to translate needs into plans.
• Lead supplier strategy across MSPs and contracts.
• Promote AI, automation, and self-service to improve resilience.

Skills

Leadership experience

24x7 operations

IT service management

Data-driven decisions

Supplier management

Automation in operations

Stakeholder communication

Education

Bachelor’s degree in Computer Science or Information Systems

Tools

ServiceNow

AWS Connect

Job description

Now Brewing – director, Infrastructure (Services)! #tobeapartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

As a director, Infrastructure (Services), you’ll lead the strategy and execution of enterprise technology support and operations services across Starbucks facilities and environments. This role is accountable for reliable, scalable, and resilient service delivery across critical operations, while building high-performing teams, strengthening supplier partnerships, advancing service maturity, and improving the partner and customer experience through data, automation, and continuous improvement.

As a director, Infrastructure (Services), you will…

• Lead a large-scale 24x7 technology operations organization, coaching and developing managers, leads, analysts, and operations partners while setting clear priorities, goals, and service expectations.
• Own and mature core service operations capabilities, including service desk, major incident response, IT service management, knowledge management, production readiness, asset management, service resilience, and critical site support.
• Strengthen operational performance through measurable improvements in service levels, incident reduction, mean time to restore, partner experience, cost efficiency, risk reduction, and supplier accountability.
• Serve as a strategic technology operations partner to leaders, executives, and business partners, translating operational performance, risk, and investment needs into clear business narratives and actionable plans.
• Lead supplier strategy and performance across managed service providers, including transitions, contracts, capacity planning, service quality, governance, and continuous improvement.
• Champion practical AI, automation, and self-service opportunities that improve stability, speed resolution, reduce manual effort, and create more durable operating practices.
• Support technologies in critical manufacturing, distribution, and enterprise environments by partnering closely with cross-functional Technology and business teams.
  

We’d Love To Hear From People With

• 10+ years of leadership experience in enterprise technology operations, service desk, end-user support, infrastructure support, or related service delivery functions.
• Experience leading 24x7 operations, major incident response, service restoration, and executive-level communications during high-priority events.
• Strong understanding of IT service management practices, including change, problem, knowledge, production readiness, request management, and continual service improvement.
• Experience supporting large, distributed, or business-critical environments such as retail, manufacturing, distribution, corporate, data, analytics, or infrastructure platforms.
• Track record leading large teams, building talent, developing managers, and creating an inclusive, accountable, service-oriented culture.
• Experience managing strategic suppliers or managed service providers, including governance, performance management, transitions, contracts, capacity, and service improvement plans.
• Ability to use data, service metrics, financial discipline, and storytelling to influence decisions, communicate tradeoffs, and drive measurable outcomes.
• Familiarity with enterprise workflow, contact center, observability, knowledge, automation, or service management platforms such as ServiceNow, AWS Connect, or comparable technologies.
• Experience advancing automation, self-service, AI-enabled operations, or continuous improvement practices that improve service quality and operational efficiency.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.

As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.

• If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

We believe we do our best work when we’re onsite four days a week.

Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation or 1(888) 611-2258.