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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # dir, infrastructure services - **Company:** Starbucks - **Location:** Nashville, TN, United States - **Experience:** Expert - **Salary:** $110,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Amazon Web Services, Information Systems, Knowledge Management, Information Technology, Servicenow - **Published:** August 13, 2026 - **Apply:** https://www.careerjet.com/job/usfe3ee1bcb357933047d1ac6dd0487ee6/eaa ## About the Role * 10+ years of leadership experience in enterprise technology operations, service desk, end-user support, infrastructure support, or related service delivery functions. * Experience leading 24x7 operations, major incident response, service restoration, and executive-level communications during high-priority events. * Strong understanding of IT service management practices, including change, problem, knowledge, production readiness, request management, and continual service improvement. * Experience supporting large, distributed, or business-critical environments such as retail, manufacturing, distribution, corporate, data, analytics, or infrastructure platforms. * Track record leading large teams, building talent, developing managers, and creating an inclusive, accountable, service-oriented culture. * Experience managing strategic suppliers or managed service providers, including governance, performance management, transitions, contracts, capacity, and service improvement plans. * Ability to use data, service metrics, financial discipline, and storytelling to influence decisions, communicate tradeoffs, and drive measurable outcomes. * Familiarity with enterprise workflow, contact center, observability, knowledge, automation, or service management platforms such as ServiceNow, AWS Connect, or comparable technologies. * Experience advancing automation, self-service, AI-enabled operations, or continuous improvement practices that improve service quality and operational efficiency. * Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience. ## Description 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. As a director, Infrastructure (Services), you'll lead the strategy and execution of enterprise technology support and operations services across Starbucks facilities and environments. This role is accountable for reliable, scalable, and resilient service delivery across critical operations, while building high-performing teams, strengthening supplier partnerships, advancing service maturity, and improving the partner and customer experience through data, automation, and continuous improvement. As a director, Infrastructure (Services), you will… * Lead a large-scale 24x7 technology operations organization, coaching and developing managers, leads, analysts, and operations partners while setting clear priorities, goals, and service expectations. * Own and mature core service operations capabilities, including service desk, major incident response, IT service management, knowledge management, production readiness, asset management, service resilience, and critical site support. * Strengthen operational performance through measurable improvements in service levels, incident reduction, mean time to restore, partner experience, cost efficiency, risk reduction, and supplier accountability. * Serve as a strategic technology operations partner to leaders, executives, and business partners, translating operational performance, risk, and investment needs into clear business narratives and actionable plans. * Lead supplier strategy and performance across managed service providers, including transitions, contracts, capacity planning, service quality, governance, and continuous improvement. * Champion practical AI, automation, and self-service opportunities that improve stability, speed resolution, reduce manual effort, and create more durable operating practices. * Support technologies in critical manufacturing, distribution, and enterprise environments by partnering closely with cross-functional Technology and business teams., Now Brewing - Service Delivery Manager - Retail Infrastructure! #tobeapartner From the beginning, Starbucks set out to be a different kind of company. 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