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Job Summary and Mission

This position contributes to Starbucks success by directing and coordinating activities of the IT Major Incident Response technology operations team and global process delivery in support of ITSM Major Incident Management initiatives. The Major Incident Response team provides 24x7 support for widespread technology outages in North America and leads the global process delivery of Major Incident Management.

As a manager ST services, you will be responsible for managing the day-to-day operations, support of system outages, and drive the delivery of global support processes. This role requires expertise and leadership in cross-functional solution design and process improvement coupled with the demonstrated ability to collaborate and effectively influence across various IT and business functions. In addition to leading the delivery of new process, technology and enhancement of existing process or systems, an effective manager provides thought leadership, drives innovation, negotiates cross-team alignment, and manages a team of analysts.

The ideal candidate is very knowledgeable with ITSM and is experienced in IT Incident Management processes with a proven track record to resolve critical impacting Incidents affecting IT services. They have 3+ years of progressive experience leading technical support teams as it relates to an IT Operations department, technology operations, or major incident management. They have 3 or more years’ experience working with ITSM processes in a large multi-regional company. They can collaborate quickly with multiple levels of management and be technical enough to collaborate with other technical subject matter experts.

Summary of Key Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

• Establishes department policies and procedures.
• Manage, coach, and develop a team of Major Incident Response Analysts
• Create and manage the methods, procedures, and approach for Major Incident Management
• Create and use data-intensive metrics to make data-driven decisions and operational improvements.
• Bring continuous improvement to support and operational practices.
• Manage, participate in, and improve incident and problem management.
• Handle escalations and communicate clearly and effectively.
• Collaborate with teams and leaders across Starbucks to improve the overall operational maturity.
• Leads and directs the work of others.
  

Major Incident Response Specific Responsibilities

• Oversight and leadership of 24*7 Major Incident Response Team
• Develop, measure, and report process performance and functional metrics in order to identify opportunities, measure success, or validate expected outcomes
• Build and maintain customer relationships across multiple technical and business teams
• Tightly integrate Major Incident Management with other ITSM dependent processes.
• Serve as the global process manager for Major Incident Management, setting direction and execution consistent with the service management strategic roadmap
• Oversee the performance and health of Major Incident Management
  

Leadership – Setting goals for the work group, developing organizational capability, and modeling how we work together

• Identifies and communicates key responsibilities and practices ensuring the immediate team of direct reports promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
• Supports the implementation of company programs to ensure the success of the Company.
  

Planning and Execution – Developing strategic and operational plans for the work group, managing execution, and measuring results:

• Prepares, communicates and educates technology groups and team on changes in policies and practices within the organization.
• Plans and manages business unit and department processes and practices to ensure that programs are aligned with company business goals and objectives.
  

Business Requirements - Providing functional expertise and executing functional responsibilities:

• Guides and directs team; Allocates resources, sets priorities and resolves conflicts.
• Identifies and communicates key responsibilities and practices ensuring the immediate team of direct reports promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
• Monitors and provides feedback on strategic information technology service providers.
• Oversees and ensures the successful implementation of changes to the technical environment.
• Monitors expenses and ensures that operating costs are within or below budget.
• Establishes monitors and ensures achievement of department goals and objectives.
• Contributes to the development of the annual operating plan and budget, and quarterly forecast updates.
• Serves as a focal point for account management of vendors used by the team or solution delivery projects.
• Collaborates with other Information Technology groups and business units/departments to identify opportunities and provide input to projects and proposals.
• Lead a team that provides support to technology delivery teams.
  

Partner Development & Team Building - Providing partners with coaching, feedback, and developmental opportunities and building effective teams:

• Challenges and inspires team members to achieve business results.
• Conducts and ensures the completion of performance reviews.
• Ensures partners adhere to legal and operational compliance requirements.
• Oversees training and development of partners directly and indirectly managed and makes effective staffing decisions.
• Provides coaching, direction and leadership support to team members in order to achieve partners, business and customer results.
  

Basic Qualifications

• Bachelor’s degree in Computer Science or Information Systems or combination of education and related work experience.
• Minimum 5 years of technology related work experience.
• Minimum 3 years leading in a support function.