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

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• Service Delivery Manager
• Retail Infrastructure! #tobeapartner

From the beginning, Starbucks set out to be a different kind of company. One that not only celebrated coffee and the rich tradition, but that also brought a feeling of connection. We are known for developing extraordinary leaders who share this passion and are guided by their service to others.

The Retail Infrastructure Technology (RIT) team owns the selection, installation, maintenance and associated vendor relationships for all technology deployed in 10,000+ company owned Starbucks locations across North America.

A Service Delivery Manager, contributes to Starbucks success providing management oversight into all aspects of supplier management including supplier selection, service delivery, financial oversight and general supplier sentiment. This role requires the ability to have a strategic view of the organization with the ability to execute at tactical level.

Close partnership with IT, sourcing, operations, product management, finance and other business stakeholders, collaborating on fiscal planning, project auditing and operational spending will be necessary to be effective.

* Oversight and management of vertical portfolio of work associated with one or more strategic suppliers. Owns the Service Delivery process and business outcomes for each vendor they manage.

* Demonstrates ability to improve vendor performance, while also considering the delicate balance of vendor relationship.

* Bridges the gaps between Retail Operations, Starbucks Technology, Finance and Sourcing to obtain balance amongst all stakeholders.

* Monitoring of operational execution and being an escalation point for issues associated with the supplier.

* Use data and analytics to suggest new and/or revised targets that improves performance, without solely relying on historic performance, contractual obligations, or industry norms * Advances performance through thoughtful contract changes. Understands the contract lifecycle and prepares for future renewals. Is expected to help manage contract changes.

* Advocating support requirements for retail infrastructure, helpdesk, and Starbucks retail operations points of view. This will include service design and selection, implementation, sustainment, and continuous operational improvements.

* Manages overall financial operations for portfolio of suppliers including invoicing, audit, budget & forecast activities as well as themes/trending analysis.

* Single point of contact for other internal teams looking to partner with the specific supplier(s), acting in a consultative manner to onboard new or existing technology into the supplier portfolio. * Establishes deeper connections to customer, looking beyond current needs. Explores unmet needs and looks for ways to solve those through the vendor relationships.

* Partner with Sourcing on all aspects of contract management, including possible RFP activities, updates to existing contracts, and ensuring pricing and contractual alignment across all bodies of work. * Advocating support requirements for retail infrastructure, helpdesk, and Starbucks retail operations points of view.

This will include service design and selection, implementation, sustainment, and continuous operational improvements. * Manages overall financial operations for portfolio of suppliers including invoicing, audit, budget & forecast activities as well as themes/trending analysis. * Ensures alignment of approved spend with agreed to pricing and invoicing across multiple suppliers, developing appropriate processes to simplify where possible and manage inherent complexity across the portfolio. * Scope of influence expands across the peer group, up to direct manager, with occasional interactions with director and VP on vendor management * Gathers customer feedback that will ultimately support Starbucks’ strategic business goals by delivering vendor’s performance and service excellence *

• 5+ years in Service Delivery, Vendor Management, Supplier Management, or Managed Services

• Experience owning service performance (SLAs, KPIs, SLOs) and driving corrective actions

• Experience managing cross-functional stakeholder relationships across Technology, Finance, Operations, Procurement/Sourcing, and suppliers

• Experience supporting contract negotiations, renewals, amendments, and RFPs

• Experience leading operational reviews, governance forums, escalations, and executive communications

• Strong analytical experience using operational data to drive supplier-performance improvements rather than simply reporting metrics

• Deep understanding of infrastructure technology deployment programs

• Experience with financial management including budgets, forecasting, invoicing, audits, and cost optimization

• Advanced skills in the MS Office Product Suite, particularly Word, Excel, PowerPoint and Power BI or similar reporting/analysis tools.

• Proficient in data collection and analysis that leads to LEAN methodology implementation. PDCA (Plan, Do, Check, Adjust). Able to find waste, value stream map, and be a stakeholder in Kaizen events

• Prior experience managing capital and operational spend in a Retail or Hospitality environment spend

• Prior experience with RFP’s, contract creation, oversight and management of strategic partnerships

• Working across functional areas to develop effective business and financial models that align with company and business unit/department objectives

• Requirements gathering and analysis, including financial analysis

• Leads by example – with confidence, a positive attitude, patience, honesty and integrity, and a strong sense of commitment

• Ability to ‘read the room’, to know what is possible and what is not, and to know how to navigate program and project engagements efficiently and effectively

• Ability to engage in difficult conversations that result in positive, actionable outcomes.

• Ability to navigate complex and diverse landscapes effectively

• Ability to set expectations and hold individuals and team members accountable to their commitments

• Drives decision-making that favors compromise and alignment over consensus-building

• Good facilitation skills; ability to adapt approach to different types of engagements

• Deep understanding of technology program and portfolio financial management practices.

• Advanced skills in the MS Office Product Suite, particularly Word, Excel, PowerPoint and PowerBI.

• Prior experience with RFP's, contract creation, oversight and management of strategic partnerships.

If you are located in the Nashville, TN area, this is a hybrid role and will be in-office 4 days per week.