IT Customer Excellence Programme Manager

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IT Customer Excellence Programme Manager

Date: 05-Jan-2017

Location: London, United Kingdom

Company: Burberry Limited

Req ID: 96154

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.


As the Customer Excellence Programme Manager you will lead the delivery of a diverse portfolio of projects.

You will be responsible for:

  • Leading the delivery of our global Customer technology strategy.
  • Leading the delivery of projects from inception through to transition.
  • Managing the Customer Excellence project pipeline and facilitating prioritization.
  • Planning the program within governance and controls.
  • Managing senior stakeholders, budgets, risks, issues and interdependencies.
  • Facilitating complex problem solving whilst taking an enterprise wide view of the change you are delivering.

You will ensure that the established Project Management Ways of Working are applied on all projects and encourage its adoption and discipline across the IT and Business landscape.

You will be responsible for line and day-to-day management of the Customer Excellence project managers and their associated project deliveries.


  • Plan, manage and stabilise project releases using an agile or waterfall approach where appropriate
  • Ensure version control and central storage of software is applied and that correct versions are installed at all times, in all environments
  • Understand the technical landscape across different delivery work streams, anticipating where there is likely to be interdependencies across systems or work streams
  • Obtain appropriate relevant business and technical approval, documented for audit purposes.
  • Collaborate with Project Managers, Technical Architects, Test Managers and Developers in the definition and breakdown of releases, ensuring fully understood by all and smoothly transitioned
  • Focus on the stabilisation of releases, conducting post- release reviews to ensure any release issues are minimised/ eliminated for upcoming releases
  • Able to meet demand and plan own capacity accordingly to ensure releases are not compromised
  • Communication of release plans are fundamental in this role, ensure all parties are aligned and in agreement
  • Ensure that projects are prioritized in the stream pipeline
  • Create and deliver project plan on time and to budget
  • Ensure the project plan is communicated and understood by relevant stakeholder, project team and other involved parties
  • Ability to coordinate development and plan releases with offshore, near shore and onshore teams
  • Manage the expectations of all stakeholders including Corporate & Operational Finance, Creative Media, Customer Services, Service and Productivity, and Customer Insight
  • Manage projects end to end with various technical components across different platforms
  • Ensure the development teams are fully utilised to maximize delivery to market of business initiatives 
  • Tracking performance based on capacity and commitment to the delivery
  • Support the Change Request process including analysis of possible solutions, resource, cost and schedule planning against projects already in flight or prioritized
  • Clear articulation of risks, issues & confidence levels to the wider IT and Business teams
  • Ensure projects flow seamlessly into the development team based on the Project Pipeline
  • Adhering to the Delivery Framework and Project Management Ways of Working.
  • Coordinate development, integration and production tasks in parallel with relevant teams- internally and externally
  • Work within the Project Management Team to develop the growth the Project Management competency across the organization
  • Provide direction and structure for each project, establishing clear and precise goals and objectives for the teams
  • Engage support teams at Discovery and provide a meaningful transition of project to the relevant support teams upon project realization.


  • Strong track record of delivering complex projects end to end
  • Excellent senior stakeholder and 3rd party supplier management skills
  • Proven track record of successfully delivering large scale customer focussed programs
  • Leading global cross functional teams
  • Luxury fashion retail experience would be ideal
  • Work well under pressure to deliver against deadlines, these include store openings
  • Working knowledge of general retail store processes/ functions, retail technologies, web /mobile solutions and CRM
  • Excellent communication skills- oral and written
  • Ability to work independently
  • Experience of working in a complex environment with multiple business units
  • Experience in managing projects end to end across multiple technical systems and platforms
  • Experience and understanding of the Agile Methodology and able to apply where relevant
  • Experience and understanding of the Waterfall Methodology and able to apply where relevant
  • Expert planning and estimation techniques
  • Strong financial & project costing skills.

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

Posting Notes: United Kingdom || Not Applicable || London || Information Technology || Solutions || n/a ||

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