IT Operations 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

Operating within the centrally governed, locally executed GloCal delivery model, this role is essential to providing high-quality, reliable, and cost-effective IT operational support services and project delivery across the Americas region. This includes managing local support and project providers, coordinating with global technology teams, and ensuring business sites receive responsive and effective on-site IT support, as well as ensuring local projects are effectively scoped, managed, and reported, contributing to the overall success of the regional programme schedule.

The IT operations’ aspect is responsible for the oversight and coordination of regional on-site IT support services across retail, office, supply chain, and manufacturing locations. This includes managing local support providers, coordinating with global technology teams, and ensuring business sites receive responsive and effective on-site IT support.

While the IT project management part of the role is responsible for delivering locally executed projects that support the objectives of a wider regional programme. Reporting directly to the Director IT, this role plays a key part in implementing business and technology change aligned to enterprise strategies while ensuring relevance and execution at a regional level. The postholder will lead projects from initiation through to closure, ensuring they are delivered on time, within budget, and in accordance with defined scope and quality standards.

RESPONSIBILITIES

RESPONSIBILITIES (OPERATIONS)
•    Manage in-region IT service providers to deliver high-quality 1st and 2nd line on-site support services for retail stores, offices, supply chain, and manufacturing sites.
•    Support and maintain the operating model and cost structure for in-region on-site support services.
•    Ensure IT operational standards are maintained and adhered to by suppliers and end users
•    Act as a key escalation point and facilitator for technical issues requiring on-location resolution, coordinating activities with 3rd party providers and internal IT teams.
•    Collaborate closely with remote 2nd and 3rd line support teams (e.g. DW&EUC, GN&I, Enterprise Applications) to ensure seamless incident resolution and problem management, as well as alignment of support priorities.
•    Support third-party providers in diagnosing and resolving local hardware issues, including configuration of AV, server, and network equipment.
•    Manage the lifecycle of local end-user assets, ensuring they remain compliant with supportability standards and policies.
•    Engage with the Regional Service Manager, local business stakeholders and central IT Operations to ensure IT services meet operational needs and service expectations. 
•    Participate and contribute to service review meetings across vendors. 
•    Drive continuous improvement in support processes, supplier performance, and user satisfaction.
•    Work with the IT Programme Manager and Project Managers to ensure seamless service transition of programme initiatives to operations.

RESPONSIBILITIES (DELIVERY)
•    Plan, manage, and deliver regional IT projects to time, cost, and quality standards using established Enterprise Portfolio governance model and Burberry’s Project Management Life Cycle (PMLC) framework.
•    Translate Enterprise Portfolio project governance and reporting requirements into local project execution plans, ensuring compliance.
•    Define and manage project scope, deliverables, dependencies, and outcomes in collaboration with central teams and local stakeholders.
•    Lead a team of regional project contributors including Business Analysts, Project Support Officers, contractors and third-party vendors.
•    Collaborate closely with the IT Programme Manager - Americas to ensure alignment with programme-level goals and escalate risks or delivery threats promptly.
•    Engage with business and IT stakeholders at regional and global levels to ensure requirements are well understood and expectations are managed.
•    Monitor and manage regional project risks, assumptions, issues, and dependencies and contribute to programme-level reporting.
•    Manage project documentation including plans, status reports, and change controls in accordance with Enterprise Portfolio governance.
•    Ensure effective handover of delivered solutions to service management and operations.
•    Coordinate with Enterprise Portfolio PMO and portfolio assurance teams to provide inputs for reporting, gating, and financial tracking.
•    Support local demand planning and resource scheduling in coordination with the IT Programme Manager - Americas.
•    Contribute to regional lessons learned and continuous improvement initiatives.
•    Manage financial tracking at project level, ensuring forecasts and actuals are aligned, variances explained and resource allocations monitored.
•    Support onboarding, coaching, and development of more junior delivery team members.

PERSONAL PROFILE

EXPERIENCE (OPERATIONS)

• Proven experience in IT operations, service delivery, or support management roles across multi-site environments.
• Demonstrated ability to manage third-party suppliers and service contracts.
• Experience supporting retail, manufacturing, and office environments with an understanding of their unique IT needs.
• Strong working knowledge of IT infrastructure components (e.g., AV, networking, hardware) at a coordination level.
• Skilled in stakeholder management and cross-functional collaboration, particularly with remote technical teams.
• Excellent troubleshooting and communication skills
• Familiarity with ITIL principles and enterprise service management practices.

EXPERIENCE (DELIVERY)

• Proven experience in delivering end-to-end IT or business change projects in a matrixed environment.
• Project management certification and familiarity with Agile, Waterfall and Hybrid methodologies.
• Strong understanding of IT infrastructure, networking, and/or cybersecurity projects is desirable.
• Experience working in or alongside centralised PMO/governance structures.
• Effective communicator with the ability to translate technical language for business users and vice versa.
• Highly organised with strong stakeholder engagement, time management, and problem-solving skills.
• Demonstrated ability to work collaboratively with central and local teams across functions and geographies.
• Proficient in project management tools such as Microsoft Project, Shibumi, or other similar tools.
• Comfortable working in a fast-paced, high-accountability environment with shifting priorities.

MEASURES OF SUCCESS

MEASURES OF SUCCESS (OPERATIONS)

• SLA and KPI targets consistently achieved across all in-scope sites.
• Reduction in incident volumes and time to resolve incidents.
• High satisfaction scores from end-users and local business functions.
• Effective collaboration with global IT support teams, ensuring minimal disruption to business operations.
• On-site incidents resolved efficiently and escalated appropriately.
• Local IT asset inventories accurately maintained and within lifecycle policies.
• Delivery of in-region support within defined budget and operating model.
• Continuous improvement initiatives and costs savings identified

MEASURES OF SUCCESS (DELIVERY)

• Timely and within-budget delivery of regional projects against defined scope and quality standards.
• Compliance with enterprise delivery frameworks, financial governance and reporting requirements.
• Positive stakeholder feedback from both central and local business partners.
• Proactive risk and issue management with minimal escalation and delivery disruption.
• Accurate and timely financial tracking, forecasting and reporting at project level.
• Demonstrated collaboration with IT Programme Manager - Americas, contributing to the wider success of the regional programme delivery schedule.

FOOTER

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

•    Expected base salary for the role will generally be between $130,000.00 and $140,000.00 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis and is only part of the total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and Company-sponsored benefit programs.

•    This position is at-will and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.