IT Major Incident & Problem Manager

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

The Major Incident and Problem Manager is responsible for the governance, execution, and continuous improvement of Major Incident and Problem Management processes within a SIAM framework. This role ensures critical and widespread/significant high priority incidents are resolved rapidly and effectively, root causes are identified and addressed, and systemic risks are proactively mitigated. By embedding process maturity, driving service provider accountability, and facilitating governance forums, the role drives service restoration, operational excellence, and multi-supplier alignment.

RESPONSIBILITIES

• Lead the end-to-end management of major incidents, ensuring rapid triage, escalation, resolution, and structured communication with stakeholders throughout the incident lifecycle.
• Drive proactive and reactive problem management, ensuring root cause analysis is completed, preventative actions are implemented, and repeat incidents are reduced through trend analysis and data insights. Ensure risks caused by emergent problems are raised, accepted and prioritised. 
• Facilitate and chair governance forums such as Major Incident Reviews and Problem Boards, ensuring decisions are documented, actions are tracked, and accountability is upheld across internal and external service providers.
• Embed and evolve SIAM-aligned processes for incident and problem management, ensuring consistency, auditability, and alignment with enterprise standards and service resilience goals.
• Act as a central point of contact for service disruption and recovery governance, maintaining strong relationships with service owners, delivery teams, and third-party suppliers to ensure transparency and alignment.
• Champion continuous improvement and process maturity, leveraging tooling, automation, and stakeholder feedback to enhance service stability and operational performance.
• Ensure timely, accurate, and audience-appropriate communications during and after major incidents, building trust and enabling informed decision-making across the business.
• Monitor and report on performance metrics, using data to drive accountability, identify systemic risks, and demonstrate improvements in service governance and operational maturity.
• Make informed decisions during service disruption scenarios by gathering and analysing available information, considering risk and business impact, and resolving conflicts between stakeholders to ensure effective service recovery.

PERSONAL PROFILE

• Proven experience in Major Incident and Problem management within a SIAM or multi-supplier environment.
• Strong understanding of ITIL principles and their application in complex service ecosystems.
• Experience in leading governance forums and managing cross-functional stakeholders.
• Proficiency in service management tools and reporting platforms.
• Excellent analytical, communication, and problem-solving skills.
• Ability to influence and drive accountability across diverse teams and suppliers.
• Experience managing high-pressure service incidents, including out-of-hours scenarios, with sound judgement in escalation and stakeholder engagement.

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