Systems Analyst- Service Delivery Manager

Starbucks Coffee Company•Nashville, TN

4d•$109,700 - $182,900•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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.

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 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.
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: 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.
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.

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.