Systems Analyst- Service Delivery Manager

As a Systems Analyst SR, Technology Service Desk , you will play a critical role in ensuring our technology support experience is delivered with excellence.

This role serves as the primary owner of Technology Service Desk vendor performance, quality assurance, operational readiness, and service delivery governance.

You will partner closely with third-party support providers and Starbucks Technology teams to deliver exceptional service experiences that support our partners and business operations.

You'll thrive in this role if you are passionate about operational excellence, vendor management, continuous improvement, and delivering measurable business outcomes through strong partnerships and data-driven decision making.

As a Systems Analyst SR, Technology Service Desk, you will...

• Maintain, strengthen, and develop strategic relationships with Technology Service Desk vendor partners.
• Lead vendor onboarding, governance, performance management, and ongoing service optimization activities.
• Monitor and evaluate vendor performance against service level agreements (SLAs), key performance indicators (KPIs), contractual obligations, and service expectations.
• Conduct vendor performance and service analysis to identify opportunities for operational improvements and cost efficiencies.
• Serve as the primary escalation point for vendor-related service delivery issues.
• Identify training needs and performance gaps through quality monitoring and operational reviews

• Own and lead the Technology Service Desk Quality Assurance program.
• Develop quality standards, scorecards, audits, and performance monitoring processes.
• Conduct quality evaluations of customer interactions, ticket documentation, troubleshooting effectiveness, and process adherence.
• Analyze quality trends and implement improvement plans that enhance customer satisfaction and service consistency.
• Partner with support vendors to identify coaching opportunities and improve performance outcomes.
• Ensure support operations align with IT Service Management (ITSM) and ITIL best practices.