Service Delivery Manager- Retail Infrastructure Vendor Management (Nashville, TN)

Starbucks Coffee Company is an iconic global brand known for its premium coffee and commitment to creating a unique customer experience. Founded with the mission to be a different kind of company, Starbucks prioritizes connection and community in every cup served. With over 10,000 company-owned stores across North America, Starbucks has cultivated a reputation not only for exceptional coffee but also for fostering extraordinary leaders who are passionate about service and guided by their dedication to others. At Starbucks, the Retail Infrastructure Technology (RIT) team plays a critical role in managing the technology that powers this vast network of stores, overseeing everything from vendor relationships to the installation and maintenance of infrastructure technology that keeps operations running smoothly.

The role of Service Delivery Manager within the Retail Infrastructure Technology team is pivotal to Starbucks' continual success and operational excellence. This full-time position involves comprehensive management oversight of supplier relationships, including supplier selection, service delivery, financial governance, and overall vendor sentiment. Its strategic importance is underscored by the need to blend a broad organizational perspective with the capacity for tactical execution. The Service Delivery Manager is expected to build and maintain strong partnerships across IT, finance, and business stakeholders to collaborate on fiscal planning, project audits, operational spend strategies, and supplier evaluation.

In this capacity, the Service Delivery Manager owns the delivery and performance outcomes associated with one or more strategic suppliers within the portfolio. This demanding role requires nuanced relationship management skills, enabling them to bridge gaps across retail operations, technology teams, and finance while ensuring efficient operational execution and serving as an escalation point for supplier-related issues. Analytical skills are essential, as the manager makes use of data and advanced analytics to develop and revise performance targets beyond conventional metrics, contractual terms, or industry standards.

Furthermore, the Service Delivery Manager plays a key role in advancing vendor performance through thoughtful contract lifecycle management, overseeing contract renewals, amendments, and financial stewardship. They advocate for the needs of the retail infrastructure, helpdesk, and Starbucks retail teams by influencing service design, implementation, sustainment, and continuous improvements. Acting as the single point of contact for stakeholders intending to engage with suppliers, the manager ensures consultative and seamless onboarding of technologies and services into the retail infrastructure portfolio.

Financial accountability is a major aspect of this role. The Service Delivery Manager manages invoicing, audits, budgeting, forecasts, and conducts comprehensive trending analyses to maintain transparency and alignment with agreed pricing structures across multiple suppliers. This role demands strong leadership capabilities to influence peer groups, collaborate with managerial and executive levels, and consistently gather customer feedback to drive service excellence aligned with Starbucks' strategic goals.

Ideal candidates bring a minimum of three years’ experience in project management, including at least one year in IT or software development, familiarity with Agile methodologies, and a bachelor’s degree. Advanced capabilities in financial management, RFP processes, contract negotiations, data-driven decision-making, and technology deployment programs, particularly within retail or quick-service restaurant sectors, are highly valued. Leadership skills such as effective communication, stakeholder management, accountability, and strategic decision-making are critical for success.

Alongside competitive compensation determined by various factors such as experience and location, Starbucks offers a comprehensive benefits package. Partners enjoy access to medical, dental, vision, and life insurance, paid parental leave, paid vacation starting from the first day of employment, holiday and personal days, a 401(k) plan with employer match, equity programs, and educational benefits including full tuition coverage for a first-time bachelor’s degree through Arizona State University’s online program. Starbucks is committed to diversity, equal opportunity, and reasonable accommodations for applicants with disabilities.

This is an exciting opportunity for professionals looking to contribute to a globally recognized brand, lead strategic supplier relationships, and impact retail technology infrastructure at scale. Starbucks invites you to join them, inspire with every cup, and grow within a supportive and innovative environment.