IT Operations Manager, Global Service Desk

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 IT Operations Manager for the Global Service Desk is accountable for the performance, governance, and continuous improvement of the outsourced Service Desk function. Operating within a Service Integration and Management (SIAM) framework, this role ensures that the Service Desk delivers high-quality, customer-centric support aligned with ITIL best practices. The role acts as the operational bridge between the organisation and the Managed Service Provider (MSP), driving service excellence, accountability, and alignment with strategic objectives.

RESPONSIBILITIES

• Monitor and manage the performance of the outsourced Service Desk, using analytics and reporting to track SLAs, KPIs, and customer satisfaction against the contractual agreement. Analyse trends and patterns to identify areas for improvement and ensure timely resolution of issues.
• Lead and track continuous improvement initiatives in collaboration with the MSP. Ensure that improvement actions are documented, implemented, and reviewed regularly to enhance service quality and efficiency.
• Collaborate with the MSP’s leadership and Quality Assurance teams to monitor customer satisfaction metrics. Address escalations and complaints promptly, ensuring root causes are identified and resolved to prevent recurrence.
• Provide regular and ad hoc reporting on Service Desk performance, improvement plans, and operational concerns. Keep the Service Management community, leadership, and key stakeholders informed of issues, risks, and opportunities.
• Act as the day-to-day operational liaison between the organisation and the outsourced Service Desk. Foster effective communication and collaboration between the Service Desk, internal teams, and resolver groups to ensure seamless service delivery.
• Ensure the Service Desk is engaged in all initiatives and changes that impact IT services. Represent the Service Desk in change and transition planning to ensure readiness and continuity of support.
• Work alongside the Knowledge Manager to ensure that relevant knowledge is captured, maintained, and made accessible to the Service Desk and end users. Promote knowledge reuse and self-service adoption.
• Align Service Desk operations with strategic objectives such as shift-left, increased first-line resolution, and end-to-end incident management. Drive transformation initiatives that enhance the maturity and capability of the Service Desk function, through implementation of additional tooling, automation, processes and so on.
• Oversee the Swarming and Problem Identification functions within the MSP.

PERSONAL PROFILE

• Proven experience managing an outsourced Service Desk provider in a global or complex environment.
• Strong understanding of ITIL best practices and service management principles.
• Experience leading or managing a Service Desk function, including performance monitoring and reporting.
• Proficiency with ITSM platforms such as BMC Helix or equivalent, including dashboard and reporting capabilities.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to drive continuous improvement and align operational delivery with strategic goals.

FOOTER

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