At a Glance
- Tasks: Lead service performance and ensure smooth tech delivery across EMEA.
- Company: Join the vibrant team at Starbucks, where your voice matters.
- Benefits: Enjoy 25 days holiday, flexible benefits, and free coffee weekly.
- Other info: Be part of a diverse team with excellent growth opportunities.
- Why this job: Make a real impact on customer experiences in a dynamic environment.
- Qualifications: Experience in service management and strong analytical skills required.
The predicted salary is between 57704 - 70528 £ per year.
We’re looking for a service performance lead to join our team here at Starbucks. A place where you’re valued, challenged, and inspired. Where your voice is brewed into everything we do. At Starbucks, we’re all about you.
As part of this role, you’ll be responsible for ensuring the reliable and effective delivery of technology services across EMEA. You will drive service performance across internal teams and external vendors, ensuring services meet the needs of baristas and customers. You will focus on service stability, incident management, and continuous improvement, while supporting the transition of new and enhanced services into operations. You will play a key role in analysing service performance data, identifying trends, and driving improvements that enhance the service desk experience and overall technology performance.
We’ll look to you to bring your strong experience in service management disciplines (incident, problem, change and vendor management), ideally within a retail or hospitality environment. You’ll be able to apply your ITIL knowledge and best practice approaches to improve service delivery, whilst demonstrating strong analytical and problem-solving capability, using data to diagnose and resolve issues. You’ll have the ability to effectively manage major incidents and coordinate cross-functional recovery efforts and build strong stakeholder relationships through clear, concise communication and delivery focus.
The best part about this role is that no two days are ever the same! Working as our service performance lead, you’ll get involved in:
- Owning end-to-end service performance across retail and digital technology platforms, driving measurable improvements
- Leading incident, problem and change management to maintain service stability and minimise disruption
- Monitoring service performance metrics (e.g. availability, MTTR, trends) and translating insight into action
- Managing vendor performance against SLAs, KPIs and continuous improvement commitments
- Ensuring smooth service transition and operational readiness for new or enhanced services
- Collaborating across technical teams, markets, suppliers and stakeholders to deliver aligned solutions
- Communicating clearly and confidently, particularly during incidents and high-pressure situations
- Championing a customer and partner-first mindset, enhancing in-store and digital experiences
- Driving a culture of continuous improvement through proactive problem-solving and innovation
Please note for this role we’re looking for someone who is able to participate on an on-call rota and be available for 1 week per 4 weeks on a rota basis, as well as being able to support and adjust for any critical events across the business.
In return, we’ll offer you a competitive salary and benefits that include:
- 25 days holiday a year (plus Bank Holidays)
- Flexible benefits – in addition to the benefits listed here we’ll also provide you with an additional 4% to allow you to select the benefits that suit you
- Life assurance and private medical insurance for yourself
- Comprehensive training (including coffee knowledge!) and access to Starbucks Global Academy (our online learning platform to help continuously develop yourself)
- Free bag of coffee each week and a 30% partner discounts on food, beverages, and merchandise
- Discounts with local and national retailers (cell phones, gym memberships, entertainment tickets, hotels, etc.) through Perks at Work platform
- Subscription to Headspace
- Home Sweet Loan (Interest-free loans that can be paid back over 12 months to help pay your rental deposit)
- Bean stock options for all partners (own part of Starbucks!)
- A free 24/7 Employee Assistance Programme available to you and your family
So, if you’re looking for a new opportunity, with us you’ll be welcomed, you’ll be challenged, you’ll be inspired. Here you’ll be heard. Because here, you’re a part of it all. Here you belong.
Starbucks is committed to building an inclusive and diverse workforce. All applicants and partners will be treated fairly, without regard to race, religion, sex, nationality, age, physical or mental disability, sexual orientation, marital status, gender identity and expression.
Know someone who would be a perfect fit? Share this opportunity with them! At Starbucks, there’s always room for one more.
service performance lead in London employer: Starbucks Corporation
At Starbucks, we pride ourselves on being an exceptional employer, offering a vibrant work culture where every voice is valued and innovation thrives. As a finance analyst, you'll enjoy comprehensive training, flexible benefits, and unique perks like bean stock options and a free bag of coffee each week, all while working in a supportive environment that fosters personal and professional growth. Join us in a role where no two days are the same, and be part of a team that is committed to inclusivity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land service performance lead in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Starbucks Corporation values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Starbucks Corporation might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Starbucks Corporation!
✨Direct Apply to Starbucks Corporation
Let's not forget to apply directly through the Starbucks Corporation website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace service performance lead in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Starbucks Corporation.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Starbucks Corporation. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Starbucks Corporation
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
