job description
Join Starbucks as a Service Management Senior Specialist and lead the charge in delivering world-class IT service management (ITSM) excellence. In this pivotal role, you will drive the optimization of incident, change, and governance processes using ITIL best practices to ensure seamless, customer-centric IT services. Based in the vibrant locations of Bali, you will collaborate with cross-functional teams to enhance service reliability, efficiency, and innovation, ensuring Starbucks' technology infrastructure supports its mission of inspiring and nurturing the human spirit.
This is a unique opportunity to shape the future of IT service delivery in a dynamic, global organization while enjoying the unparalleled work-life balance that Bali offers. If you are passionate about ITSM, process improvement, and making a tangible impact, we invite you to bring your expertise to Starbucks.
Responsibility
- Lead the design, implementation, and continuous improvement of IT service management processes, including incident, problem, change, and request management, in alignment with ITIL frameworks.
- Oversee the governance and compliance of ITSM processes, ensuring adherence to industry standards and Starbucks' policies.
- Collaborate with IT and business stakeholders to identify opportunities for service enhancement, automation, and efficiency gains.
- Drive the resolution of major incidents and problems, ensuring minimal disruption to business operations and customer experience.
- Develop and maintain ITSM metrics, KPIs, and reporting dashboards to measure performance and drive data-informed decision-making.
- Mentor and train IT teams on ITSM best practices, fostering a culture of service excellence and continuous improvement.
- Act as a key liaison between IT and business units to ensure IT services align with organizational goals and customer needs.
- Lead or participate in IT service-related projects, ensuring successful delivery within scope, time, and budget.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL v4 certification is highly preferred.
- Minimum of 5 years of experience in IT Service Management, with a strong background in ITIL processes and frameworks.
- Proven experience in leading ITSM initiatives, including process design, implementation, and optimization.
- Strong analytical and problem-solving skills, with the ability to interpret complex data and drive actionable insights.
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate across all levels of the organization.
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy) and a solid understanding of IT infrastructure and operations.
- Demonstrated ability to lead cross-functional teams and manage multiple priorities in a fast-paced environment.
- Passion for customer service and a commitment to delivering high-quality IT services that enhance business outcomes.