Overview

Now Brewing - Service Delivery Manager - Retail Infrastructure! 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. The Retail Infrastructure Technology (RIT) team owns the selection, installation, maintenance and associated vendor relationships for all technology deployed in 10,000+ company owned Starbucks locations across North America. A Service Delivery Manager, contributes to Starbucks success providing management oversight into all aspects of supplier management including supplier selection, service delivery, financial oversight and general supplier sentiment. This role requires the ability to have a strategic view of the organization with the ability to execute at tactical level. Close partnership with IT, finance and business stakeholders, collaboration on fiscal planning, project auditing and operational spend will be necessary to be effective. As a Service Delivery Manager, you will Oversight and management of vertical portfolio of work associated with one or more strategic suppliers. Owns the Service Delivery process and business outcomes for each vendor they manage. Demonstrates ability to improve vendor performance, while also considering the delicate balance of vendor relationship . Bridges the gaps between Retail Operations, Starbucks Technology, Finance and Sourcing to obtain balance amongst all stakeholders. Monitoring of operational execution and being an escalation point for issues associated with the supplier. Use data and analytics to suggest new and/or revised targets that improves performance, without solely relying on historic performance, contractual obligations, or industry norms Advances performance through thoughtful contract changes. Understands the contract lifecycle and prepares for future renewals. Is expected to help manage contract changes. Advocating support requirements for retail infrastructure, helpdesk, and Starbucks retail operations points of view. This will include service design and selection, implementation, sustainment, and continuous operational improvements. Manages overall financial operations for portfolio of suppliers including invoicing, audit, budget & forecast activities as well as themes/trending analysis. Single point of contact for other internal teams looking to partner with the specific supplier(s), acting in a consultative manner to onboard new or existing technology into the supplier portfolio. Establishes deeper connections to customer , looking beyond current needs. Explores unmet needs and looks for ways to solve those through the vendor relationships. Partner with Sourcing on all aspects of contract management, including possible RFP activities, updates to existing contracts, and ensuring pricing and contractual alignment across all bodies of work. Advocating support requirements for retail infrastructure, helpdesk, and Starbucks retail operations points of view. This will include service design and selection, implementation, sustainment, and continuous operational improvements. Manages overall financial operations for portfolio of suppliers including invoicing, audit, budget & forecast activities as well as themes/trending analysis. Ensures alignment of approved spend with agreed to pricing and invoicing across multiple suppliers, developing appropriate processes to simplify where possible and manage inherent complexity across the portfolio. Scope of influence expands across the peer group, up to direct manager, with occasional interactions with director and VP on vendor management Gathers customer feedback that will ultimately s upport Starbucks' strategic business goals by delivering vendor's performance and service excellence We'd love to hear from people with: 3+ years of experience as a project manager, including 1+ ye