Michael Kors IT Infrastructure & Service Desk Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- IT & Technology Systems
- Posted
- Jul 9, 2026
About Michael Kors
Michael Kors is an internationally recognized luxury fashion brand and lifestyle label, marketed globally across apparel, accessories and fragrances. As part of Capri Holdings, Michael Kors operates within a portfolio of premium fashion houses and emphasizes design-led product, elevated retail experiences and a fast-paced, customer-centric retail network.
Michael Kors seeks an IT Infrastructure & Service Desk Manager in Tokyo to lead IT support operations across offices, stores, and data centers in Japan.
Role & Responsibilities
- Lead and oversee all IT Helpdesk operations supporting corporate offices, retail stores, warehouses, and distribution centers
- Ensure timely resolution of incidents, service requests, and escalations in compliance with SLAs
- Act as the highest operational escalation point for major incidents and business-critical outages
- Monitor service desk performance through KPIs, ticket trends, resolution times, and customer satisfaction metrics
- Drive continuous improvement initiatives to enhance user experience and service quality
- Establish and maintain support processes aligned with ITIL best practices
- Own the operational stability, performance, and availability of all IT infrastructure environments
- Manage infrastructure supporting corporate offices, retail stores, warehouses and distribution centers, and remote/mobile workforce
- Coordinate infrastructure upgrades, patching, hardware refreshes, and technology standardization initiatives
- Ensure stable operations of all store technology environments including POS systems, payment devices, store networking, and back-office systems
- Partner with Retail Operations teams to support business continuity and peak trading periods
- Lead resolution efforts for store-critical incidents to minimize business impact
- Develop and maintain store technology standards and operational procedures
- Manage outsourced Helpdesk and Infrastructure support providers
- Establish performance expectations and monitor vendor SLA compliance
- Conduct regular service review meetings and performance assessments
- Manage support contracts, renewals, and service improvement plans
- Lead Major Incident Management processes and communications
- Drive root cause analysis activities for recurring issues
- Implement corrective and preventive actions to improve service stability
- Govern Change Management activities to minimize operational risks
- Lead infrastructure-related projects from planning through implementation
- Collaborate with regional and global IT teams on strategic initiatives
- Support technology transformation projects including cloud adoption and modern workplace solutions
- Identify opportunities for automation, operational efficiency, and service optimization
- Ensure infrastructure and support services comply with corporate security standards and policies
- Partner with Cybersecurity teams to address vulnerabilities and audit findings
- Support compliance initiatives including PCI DSS and regulatory requirements
- Build strong relationships with business leaders, retail operations teams, and global stakeholders
- Communicate service performance, risks, issues, and improvement plans regularly
- Serve as the primary IT operational liaison between business stakeholders and technology teams
- Provide executive reporting on service health, operational metrics, and infrastructure performance
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or related field
- 5+ years of experience in IT Infrastructure, Service Desk, or IT Operations management
- Proven experience managing IT services across multiple locations
- Experience supporting both retail and corporate technology environments
- Experience managing outsourced IT service providers and vendor relationships
- Solid technical knowledge of networking, Windows environments, and Microsoft 365
- Solid technical knowledge of retail technology ecosystems
- Solid technical knowledge of endpoint management and cloud technologies
- Strong command of English, both verbal and written
- Strong analytical, problem-solving, and decision-making capabilities
- Excellent communication and stakeholder management skills
- Experience in retail or consumer-facing industries is preferred
Skills
Experience
5+ years of experience in IT Infrastructure, Service Desk, or IT Operations management, with proven track record managing IT services across multiple locations and supporting both retail and corporate technology environments. Experience managing outsourced IT service providers and vendor relationships is required.
Education
Bachelor's degree in Information Technology, Computer Science, or related field
Workplace
This position is based in Tokyo, Tokyo, Japan.
Culture
Michael Kors fosters a design-driven, service-oriented retail culture that blends creative energy with commercial discipline. Teams work in a fast-paced, international environment where collaboration, attention to detail and polished client service are highly valued.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Michael Kors, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «IT Operations Manager», «Infrastructure & Support Services Manager», «IT Service Operations Lead», «IT Infrastructure Operations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.