Director, IT Service & Delivery EMEIA

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.   

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities. 

JOB PURPOSE

We are seeking a seasoned and forward-thinking Regional Service and Delivery Director to lead IT service management and programme delivery across a defined geography which includes our corporate supply chain and Retail functions. This is a critical leadership position within Enterprise IT, accountable for delivering highperforming technology services and successfully executing enterprise-scale IT initiatives aligned to Burberry’s strategic and operational goals.

This individual will play a pivotal role in ensuring a seamless and resilient IT environment, championing customer-centric service delivery, and fostering strong partnerships across central and regional teams. The role requires exceptional leadership, deep technical acumen, and a track record of delivering complex IT programmes in a dynamic, fast-paced environment.

RESPONSIBILITIES

Regional Service Management Leadership

• Own the end-to-end delivery and continuous improvement of regional IT services, ensuring operational excellence, customer satisfaction, and alignment with global service standards.

• Oversee core ITIL-based service processes including incident, problem, change, request, and configuration management.

Programme and Project Delivery

• Lead the execution of multiple enterprise IT programmes and projects, ensuring delivery is on time, within scope, and aligned to budget.

• Drive project governance, resource planning, risk management, and stakeholder reporting.

Cross-Functional Collaboration

• Partner with central functions such as Service Integration and Management (SIAM), Enterprise Delivery, FinOps, Cloud & Infrastructure, and Digital Workplace & End User Computing (EUC) to coordinate cohesive delivery across global initiatives.

• Act as the voice of the Region, providing feedback and challenge where centrally defined governance, technology or process is not working for the region.

• Promote shared accountability for outcomes across regional and central teams.

• Work closely with other Regional Service & Delivery Directors to identify best practices, opportunities for continuous improvement and align ways of working.

Stakeholder Engagement and Collaboration

• Act as a trusted technology partner to business leaders and regional teams, understanding their needs and translating them into service and delivery outcomes.

• Communicate progress, risks, and performance metrics transparently and effectively.

Resource and Vendor Management

• Lead internal IT teams and manage third-party vendors, ensuring performance, compliance, and value for money.

• Negotiate and oversee contracts, SLAs, and service reviews to support evolving business demands.

Risk and Compliance Oversight

• Proactively manage operational and delivery risks, ensuring adherence to Burberry’s security, data protection, and regulatory standards.

• Support audit and governance processes, maintaining strong internal controls.

Continuous Improvement and Innovation

• Champion a culture of operational excellence, leveraging automation, lean practices, and user-centric design to evolve service models.

• Introduce new ideas, benchmark performance, and drive maturity in service and delivery capabilities. 8. Reporting and Performance Metrics

• Define, track, and report on key performance indicators (KPIs) and service level agreements (SLAs) to monitor performance and drive data-informed decision-making.

Financial & Resource Management

• Partner with IT Finance, Procurement, and the Enterprise IT FinOps team to oversee budget planning, cost optimisation, and IT investment prioritisation.

• Ensure IT leadership has real-time visibility into budget performance, headcount planning, and financial forecasts.

• Evaluate IT spend efficiency, ensuring alignment with business priorities and driving cost-saving initiatives where applicable.

• Manage IT’s vendor strategy, ensuring optimal use of external partners while maintaining cost control.

PERSONAL PROFILE

• Bachelor’s degree in information technology, Business Administration, or a related field/work experience supported with professional certifications .

• 8+ years of experience in IT service management, programme delivery, or transformation, with at least 3–5 years in a senior leadership or regional role.

• Knowledge of service management and delivery frameworks (e.g., ITIL, Agile, PMP, PRINCE2).

• Proven experience managing regional or multi-site IT operations and largescale enterprise projects.

• Strong leadership, communication, and stakeholder engagement skills.

• Experience in high-paced, matrixed organisations with competing priorities.

• Demonstrated success in vendor and contract management.

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.