Burberry IT Operations Manager

About Burberry

Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.

Role & Responsibilities

• Manage regional IT service providers delivering first- and second-line on-site support across retail stores, offices, supply chain and manufacturing sites.
• Maintain the operating model and cost structure for regional on-site support services.
• Ensure suppliers and end users adhere to IT operational standards.
• Serve as an escalation point and coordinate third-party providers and internal IT teams to resolve technical issues requiring on-site attention.
• Collaborate with remote second- and third-line support teams, including DW&EUC, GN&I and Enterprise Applications, on incident resolution, problem management and support priorities.
• Support third-party providers in diagnosing and resolving local hardware issues, including configuring AV, server and network equipment.
• Manage the lifecycle of local end-user assets and ensure compliance with supportability standards and policies.
• Work with the Regional Service Manager, local business stakeholders and central IT Operations to align services with operational needs and expectations.
• Participate in vendor service review meetings.
• Improve support processes, supplier performance and user satisfaction.
• Coordinate with the IT Programme Manager and Project Managers to transition programme initiatives into operations.
• Plan, manage and deliver regional IT projects to time, cost and quality standards using the Enterprise Portfolio governance model and Burberry’s Project Management Life Cycle (PMLC) framework.
• Translate Enterprise Portfolio governance and reporting requirements into compliant local project execution plans.
• Define and manage project scope, deliverables, dependencies and outcomes with central teams and local stakeholders.
• Lead regional project contributors, including Business Analysts, Project Support Officers, contractors and third-party vendors.
• Align project delivery with the IT Programme Manager – Americas and promptly escalate risks or delivery threats.
• Engage regional and global business and IT stakeholders to clarify requirements and manage expectations.
• Monitor and manage regional project risks, assumptions, issues and dependencies, contributing to programme-level reporting.
• Maintain project plans, status reports and change controls in accordance with Enterprise Portfolio governance.
• Ensure effective handover of delivered solutions to service management and operations.
• Coordinate with Enterprise Portfolio PMO and portfolio assurance teams on reporting, gating and financial-tracking inputs.
• Support local demand planning and resource scheduling with the IT Programme Manager – Americas.
• Contribute to regional lessons learned and continuous improvement initiatives.
• Track project finances, align forecasts and actuals, explain variances and monitor resource allocations.
• Support the onboarding, coaching and development of junior delivery team members.

Qualifications

• Proven experience in IT operations, service delivery or support management across multi-site environments.
• Demonstrated ability to manage third-party suppliers and service contracts.
• Experience supporting retail, manufacturing and office environments, with an understanding of their distinct IT needs.
• Strong working knowledge of IT infrastructure components, including AV, networking and hardware, at a coordination level.
• Stakeholder management and cross-functional collaboration skills, particularly with remote technical teams.
• Excellent troubleshooting and communication skills.
• Familiarity with ITIL principles and enterprise service management practices.
• Proven experience delivering end-to-end IT or business change projects in a matrixed environment.
• Project management certification and familiarity with Agile, Waterfall and Hybrid methodologies.
• Understanding of IT infrastructure, networking and/or cybersecurity projects is desirable.
• Experience working in or alongside centralized PMO and governance structures.
• Ability to communicate effectively and translate technical language for business users and vice versa.
• Strong organization, stakeholder engagement, time management and problem-solving skills.
• Ability to collaborate with central and local teams across functions and geographies.
• Proficiency with project management tools such as Microsoft Project, Shibumi or similar tools.
• Comfort working in a fast-paced, high-accountability environment with shifting priorities.

Skills

Experience

Proven experience across multi-site IT operations, service delivery or support management, and end-to-end IT or business change project delivery in a matrixed environment.

Compensation

The base compensation for this position ranges from USD 130,000 to USD 140,000 per annum.

Benefits

Depending on the position, the total compensation package may include commission earnings, discretionary bonuses, short- and long-term incentive packages, and company-sponsored benefit programs.

Culture

Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.