technology operations manager

In this role you will lead end-to-end technology operations for Starbucks across the EMEA region, ensuring stable, secure, high-performing services for stores and digital platforms. You’ll partner with market teams, licensees and stakeholders to drive resilient operations and timely incident resolution. You shape service delivery through ITIL practices and vendor management, balancing risk and customer impact. This is a hands-on, cross-functional leadership role with a strong focus on continuous improvement. You’ll help uphold Starbucks’ partner-first, customer-focused culture.

• 25 days holiday + bank holidays
• Flexible benefits + additional 4% benefits selection
• Up to 10% bonus
• Life assurance and private medical insurance
• Starbucks Global Academy and comprehensive training
• Free bag of coffee weekly; 30% partner discounts on food/bev/merchandise

• Oversee day-to-day technology operations across EMEA ensuring availability, security and performance
• Lead major incident, incident, problem and change management with clear stakeholder communication
• Use monitoring tools and established practices to detect, assess and respond to service issues
• Drive proactive improvement through data and service trend analysis to reduce repeats
• Manage third-party providers against SLAs and contractual commitments
• Chair regular service performance and quality reviews and oversee remediation plans
• Define operational acceptance criteria for new/changed services with proper documentation and support models
• Maintain compliance with legal, regulatory, security, and internal standards
• Own operational service continuity and resilience planning for critical tech services
• Define and report KPIs reflecting service health and stakeholder impact
• Participate in on-call rota (1 week per 4 weeks) and support critical events

• Proven experience leading technology operations or IT service management in a complex, multi-site environment
• Experience in retail, hospitality or consumer-facing sectors with focus on operational risk and resilience
• Strong knowledge of ITIL practices (incident, major incident, problem, change, service transition, and service-level management)
• Experience managing third-party service providers against contracts and SLAs
• Excellent stakeholder communication and partner-first, customer-focused approach

• Stakeholder communication
• Collaboration
• Analytical and problem-solving mindset
• ITIL fundamentals (incident, problem, change, service level management)
• Incident and major incident management
• Service continuity and resilience planning