Systems Analyst- Service Delivery Manager

Starbucks; Seattle (WA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan with employer-m

Tuition reimbursement

Job summary

Starbucks is seeking a Systems Analyst SR, Technology Service Desk to own vendor performance, QA, and governance across our Technology Service Desk ecosystem. You will partner with third-party providers and Starbucks Technology teams to deliver excellent service and measurable business outcomes.

The role emphasizes operational excellence, data-driven decision making, and continuous improvement with a focus on SLAs, KPIs, and ITSM/ITIL practices.

Qualifications

• 5+ years of experience in vendor management, supplier performance management, contract management, service delivery management, or technology operations.
• 5+ years of experience leading cross-functional projects and operational initiatives.
• Experience managing third-party service providers in a large enterprise environment.
• Strong experience developing and managing vendor governance programs.
• Demonstrated ability to analyze operational data and develop solutions to complex business challenges.

Responsibilities

• Maintain, strengthen, and develop strategic relationships with Technology Service Desk vendor partners.
• Lead vendor onboarding, governance, performance management, and ongoing service optimization activities.
• Monitor and evaluate vendor performance against SLAs, KPIs, contractual obligations, and service expectations.
• Conduct vendor performance and service analysis to identify opportunities for operational improvements and cost efficiencies.
• Serve as the primary escalation point for vendor-related service delivery issues.
• Identify training needs and performance gaps through quality monitoring and operational reviews.
• Own and lead the Technology Service Desk Quality Assurance program.
• Develop quality standards, scorecards, audits, and performance monitoring processes.
• Conduct quality evaluations of customer interactions, ticket documentation, troubleshooting effectiveness, and process adherence.
• Analyze quality trends and implement improvement plans that enhance customer satisfaction and service consistency.
• Partner with support vendors to identify coaching opportunities and improve performance outcomes.
• Ensure support operations align with IT Service Management (ITSM) and ITIL best practices.
• Establish and maintain knowledge governance practices for the Technology Service Desk.
• Ensure support documentation, knowledge articles, procedures, and operational playbooks remain accurate and current.
• Lead knowledge transfer activities between Starbucks Technology teams and third-party support partners.
• Coordinate communication and readiness activities for new technologies, products, services, and process changes.
• Ensure support teams are equipped with the knowledge and resources needed to successfully support evolving business needs.
• Monitor service desk health, ticket queues, backlog trends, escalations, and workflow effectiveness.
• Analyze operational metrics and service trends to identify opportunities for improvement.
• Drive timely resolution of incidents and requests while maintaining service stability and customer satisfaction.
• Lead resolution efforts for complex operational issues and high-priority escalations.
• Monitor and improve performance against key service metrics, including CSAT, FCR, SLA, ASA, AHT, Escalation Rates, Backlog, and Quality Scores.
• Serve as an operational SME for Technology Service Desk processes and support readiness.
• Build strong relationships with Product, Engineering, Cybersecurity, Retail Technology, and business stakeholders.
• Support product launches, technology deployments, and service improvement initiatives.
• Communicate performance insights, risks, opportunities, and recommendations to stakeholders at all levels of the organization.
• Utilize reporting, analytics, and data visualization to tell compelling stories and drive informed decisions.

Skills

Vendor management

Performance governance

Data-driven decisions

Stakeholder communication

Education

Bachelor's degree in IT or related field

Tools

ServiceNow

Power BI

Tableau

Job description

As a Systems Analyst SR, Technology Service Desk, you will play a critical role in ensuring our technology support experience is delivered with excellence. This role serves as the primary owner of Technology Service Desk vendor performance, quality assurance, operational readiness, and service delivery governance. You will partner closely with third-party support providers and Starbucks Technology teams to deliver exceptional service experiences that support our partners and business operations.

You’ll thrive in this role if you are passionate about operational excellence, vendor management, continuous improvement, and delivering measurable business outcomes through strong partnerships and data‑driven decision making.

Maintain, strengthen, and develop strategic relationships with Technology Service Desk vendor partners.

• Maintain, strengthen, and develop strategic relationships with Technology Service Desk vendor partners.
• Lead vendor onboarding, governance, performance management, and ongoing service optimization activities.
• Monitor and evaluate vendor performance against service level agreements (SLAs), key performance indicators (KPIs), contractual obligations, and service expectations.
• Conduct vendor performance and service analysis to identify opportunities for operational improvements and cost efficiencies.
• Serve as the primary escalation point for vendor-related service delivery issues.
• Identify training needs and performance gaps through quality monitoring and operational reviews

Drive Quality Assurance & Service Excellence

• Own and lead the Technology Service Desk Quality Assurance program.
• Develop quality standards, scorecards, audits, and performance monitoring processes.
• Conduct quality evaluations of customer interactions, ticket documentation, troubleshooting effectiveness, and process adherence.
• Analyze quality trends and implement improvement plans that enhance customer satisfaction and service consistency.
• Partner with support vendors to identify coaching opportunities and improve performance outcomes.
• Ensure support operations align with IT Service Management (ITSM) and ITIL best practices.

Own Knowledge Management & Operational Readiness

• Establish and maintain knowledge governance practices for the Technology Service Desk.
• Ensure support documentation, knowledge articles, procedures, and operational playbooks remain accurate and current.
• Lead knowledge transfer activities between Starbucks Technology teams and third-party support partners.
• Coordinate communication and readiness activities for new technologies, products, services, and process changes.
• Ensure support teams are equipped with the knowledge and resources needed to successfully support evolving business needs.

Manage Ticket Operations & Service Performance

• Monitor service desk health, ticket queues, backlog trends, escalations, and workflow effectiveness.
• Analyze operational metrics and service trends to identify opportunities for improvement.
• Drive timely resolution of incidents and requests while maintaining service stability and customer satisfaction.
• Lead resolution efforts for complex operational issues and high-priority escalations.
• Monitor and improve performance against key service metrics, including:
• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• SLA Achievement
• Average Speed of Answer (ASA)
• Average Handle Time (AHT)
• Escalation Rates
• Ticket Backlog Management
• Quality Scores

Partner Across Starbucks Technology

• Serve as an operational subject matter expert for Technology Service Desk processes and support readiness.
• Build strong relationships with Product, Engineering, Cybersecurity, Retail Technology, and business stakeholders.
• Support product launches, technology deployments, and service improvement initiatives.
• Communicate performance insights, risks, opportunities, and recommendations to stakeholders at all levels of the organization.
• Utilize reporting, analytics, and data visualization techniques to tell compelling stories and drive informed decisions.

Required Qualifications

• High school diploma/GED, military service, or equivalent experience.
• 5+ years of experience in vendor management, supplier performance management, contract management, service delivery management, or technology operations.
• 5+ years of experience leading cross‑functional projects and operational initiatives.
• Experience managing third‑party service providers in a large enterprise environment.
• Strong experience developing and managing vendor governance programs.
• Demonstrated ability to analyze operational data and develop solutions to complex business challenges.
• Strong verbal, written, and presentation skills.
• Ability to work independently in a fast‑paced and highly collaborative environment.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• ITIL Foundation Certification or higher.
• Experience supporting enterprise‑scale Technology Service Desk organizations.
• Experience with ServiceNow, Power BI, Tableau, or similar reporting and analytics tools.
• Experience developing and leading Quality Assurance programs.
• Lean Six Sigma or other continuous improvement certifications.
• Retail, hospitality, or customer‑focused industry experience.

Benefits and Perks

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. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative.

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 together, which is why 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.