Technology operations manager

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…