Service Delivery Manager- Retail Infrastructure (Nashville, TN)

Starbucks Coffee Company

12h•Onsite

About The Position

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 by 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 a 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.

Requirements

3+ years of experience as a project manager, including 1+ year in an IT or software development setting
Experience using Agile methods
Bachelor’s degree
Leadership and Communication: Leads by example – with confidence, a positive attitude, patience, honesty and integrity, and a strong sense of commitment
Ability to ‘read the room’, to know what is possible and what is not, and to know how to navigate program and project engagements efficiently and effectively
Ability to engage in difficult conversations that result in positive, actionable outcomes.
Ability to navigate complex and diverse landscapes effectively
Seeks and provides honest, transparent feedback
Ability to build and lead high-performing project teams
Ability to set expectations and hold individuals and team members accountable to their commitments
Drives decision-making that favors compromise and alignment over consensus-building
Good facilitation skills; ability to adapt approach to different types of engagements
Good written and verbal communication.
Acumen and Learning Agility: Deep understanding of technology program and portfolio financial management practices.
Advanced skills in the MS Office Product Suite, particularly Word, Excel, PowerPoint and PowerBI.
Prior experience with RFP's, contract creation, oversight and management of strategic partnerships.

Nice To Haves

Deep understanding of infrastructure technology deployment programs
Retail and QSR (Quick Serve Restaurant) experience
Experience with portfolio financial management practices and reporting.
Advanced skills in the MS Office Product Suite, particularly Word, Excel, PowerPoint and Power BI or similar reporting/analysis tools.
Proficient in data collection and analysis that leads to LEAN methodology implementation. PDCA (Plan, Do, Check, Adjust). Able to find waste, value stream map, and be a stakeholder in Kaizen events
Prior experience managing capital and operational spend in a Retail or Hospitality environment spend
Prior experience with RFP’s, contract creation, oversight and management of strategic partnerships
Working across functional areas to develop effective business and financial models that align with company and business unit/department objectives
Requirements gathering and analysis, including financial analysis

Responsibilities

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.
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.
Gathers customer feedback that will ultimately support Starbucks’ strategic business goals by delivering vendor’s performance and service excellence.

Benefits

medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits
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
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