service performance lead

Overview

As Service Performance Lead, you will ensure reliable delivery of technology services across EMEA and drive performance with internal teams and external vendors. You’ll focus on service stability, incident handling, and continuous improvement, while aiding smooth transitions for new services. You’ll analyze performance data to identify trends and drive improvements for the service desk and overall tech performance. This role combines technical rigor with stakeholder collaboration in a fast-paced retail environment.

Pay / Benefits

• 25 days holiday (plus Bank Holidays)
• Flexible benefits with additional 4% to tailor choices
• Life assurance and private medical insurance
• Comprehensive training and Starbucks Global Academy
• Free coffee each week and 30% partner discounts
• Perks at Work discounts on retailers and services

• Own end-to-end service performance across retail and digital technology platforms, driving measurable improvements
• Lead incident, problem and change management to maintain service stability and minimise disruption
• Monitor service performance metrics (availability, MTTR, trends) and translate insights into actions
• Manage vendor performance against SLAs, KPIs and continuous improvement commitments
• Ensure smooth service transition and operational readiness for new or enhanced services
• Collaborate with technical teams, markets, suppliers and stakeholders to deliver aligned solutions
• Communicate clearly during incidents and high-pressure situations
• Champion a customer- and partner-first mindset to enhance in-store and digital experiences
• Drive a culture of continuous improvement through proactive problem-solving and innovation

• Strong experience in service management disciplines (incident, problem, change and vendor management)
• ITIL knowledge and best practice for service delivery
• Analytical and problem-solving capabilities using data to diagnose issues
• Ability to manage major incidents and coordinate cross-functional recovery efforts
• Strong stakeholder management and communication skills

• Clear, concise communication
• Collaboration and cross-functional teamwork
• Customer- and partner-centric mindset
• ITIL
• Incident management
• Problem management