dir, infrastructure services
Starbucks Coffee Company•Nashville, TN
•$146,400 - $244,300•Onsite
About The Position
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.
Requirements
- 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.
Responsibilities
- 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.
Benefits
- medical
- dental
- vision
- basic and supplemental life insurance
- voluntary insurance benefits
- short-term and long-term disability
- paid parental leave
- family expansion reimbursement
- paid vacation from date of hire
- sick time
- eight paid holidays
- two personal days per year
- 401(k) retirement plan with employer match
- discounted company stock program (S.I.P.)
- Starbucks equity program (Bean Stock)
- incentivized emergency savings
- financial well-being tools
- 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
- access to other educational opportunities
- backup care
- DACA reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Director
