Tiffany & Co. Manager, IT Application Managed Services

About Tiffany & Co.

Tiffany & Co., a subsidiary of LVMH Moët Hennessy Louis Vuitton, is one of the world's foremost luxury jewellery houses, renowned for its exceptional craftsmanship, iconic designs, and heritage spanning nearly two centuries. The company operates globally across retail, e-commerce, and wholesale channels, serving discerning clients with fine jewellery, timepieces, and accessories. As part of the Watches & Jewellery business group, Tiffany & Co. combines artisanal excellence with modern digital capabilities.

Role & Responsibilities

• Act as the primary IT point of contact for AMS service providers for assigned application scope and manage vendor relationships strategically
• Establish and operate vendor governance routines including weekly operational reviews, monthly service reviews, and quarterly business reviews
• Monitor vendor performance against SLAs and contractual KPIs (availability, responsiveness, backlog, change success rate, knowledge quality) and drive corrective actions
• Review vendor RCA (root cause analysis) reports and improvement plans; challenge quality and timeliness of deliverables and ensure closure of actions
• Lead and participate in commercial negotiations with vendors for new scope, service condition changes, and pricing to ensure value for money
• Identify, develop, and deliver cost optimization opportunities while maintaining service quality standards
• Manage AMS financial administration including budget planning, forecasting, cost tracking, and variance analysis and explanation
• Validate vendor invoices for accuracy and correct allocation (projects vs. run, GL coding) in line with company policy
• Support contract lifecycle activities with Procurement and Vendor Management including SOWs, renewals, rate cards, and scope changes
• Drive cross-vendor operating rhythms and joint governance models to ensure seamless service across multi-vendor environments
• Facilitate collaboration between vendors supporting different applications and technology towers to resolve handoffs and reduce support complexity
• Define and enforce clear RACI, escalation paths, and cross-vendor accountability for integrated services and shared outcomes
• Lead cross-vendor initiatives to improve knowledge sharing, reduce recurring cross-system issues, and strengthen integration support
• Drive continuous improvement initiatives with vendors (process adherence, shift-left, automation opportunities, documentation quality enhancement)
• Define and track service improvement plans (SIPs) and ensure measurable outcomes are achieved
• Foster strong day-to-day partnership with the IT Service Center to ensure effective intake, routing, escalation, and consistent end-user support experience
• Maintain tight alignment with Product Teams to anticipate roadmap-driven support impacts and ensure operational readiness for releases
• Establish clear engagement models (RACI, escalation, communications) between vendors, IT Service Center, and Product Teams to reduce friction
• Provide clear, business-ready reporting on vendor performance, risks, and improvement progress to IT leadership and stakeholders
• Ensure effective escalation management and timely stakeholder communications for service risks and chronic issues
• Collaborate with Security, Risk, and Compliance teams to ensure vendors meet required controls and audit needs

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent professional experience)
• 8–10+ years of IT experience with significant exposure to Application Managed Services (AMS) and outsourcing models
• 2–3+ years of experience managing vendors and service providers, holding them accountable to SLAs and contractual deliverables
• Strong understanding of IT service management concepts (ITIL-aligned incident, problem, and change processes) sufficient to govern vendor execution
• Demonstrated experience with budgeting, forecasting, invoice validation, and financial tracking for managed services environments
• Demonstrated capability to negotiate scope, service conditions, and commercial terms with vendors in partnership with Procurement and Legal
• Strong communication and stakeholder management skills, including executive-level reporting and negotiation abilities
• Hands-on experience with service management tools such as ServiceNow and reporting/metrics capabilities

Skills

Experience

Minimum 8–10 years of IT experience with significant exposure to Application Managed Services and outsourcing models, combined with 2–3+ years of hands-on vendor management, SLA oversight, and service provider accountability. Demonstrated track record of commercial negotiation, budget management, and financial oversight in managed services environments. Experience in multi-vendor, globally distributed environments and familiarity with offshore/onshore delivery models is advantageous.

Education

Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field; equivalent professional IT experience may be considered in lieu of formal degree qualification.

Workplace

Culture

Tiffany & Co. fosters a culture of excellence, precision, and global sophistication. As a luxury maison within LVMH, the company values meticulous attention to detail, strategic thinking, and the ability to operate seamlessly across complex, international environments. The organization attracts talented professionals committed to supporting iconic heritage while embracing digital transformation and operational efficiency. The company culture emphasizes cross-functional collaboration, accountability, and the pursuit of business excellence through disciplined vendor partnerships and continuous improvement.

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.