Service Desk Manager (FTC)

Leeds, United Kingdom
08 Nov 2020
11 Dec 2020

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.


The Global Service Manager will lead the Global Service Desk and three team leaders to provide a luxury IT support experience 24/7/365. The appointee will:
  • Ensure service is provided to a consistent high standard, with a focus on continuous improvement so that the service is always improving, participating in the Service Management team to ensure integration between the GSD team and other IT teams;
  • Deliver key business functions for Burberry including processing of joiners and leavers, ensuring compliance with IT policies and audit requirements at all times.

*This is a Fixed Term Contract role.


  • Responsible for leading three team leaders to inspire, coach and develop the Global Service Desk who are based out of Leeds and Hong Kong;
  • Delivering an excellent customer experience as recognised by our customers;
  • Delivery of a continuous service improvement roadmap;
  • Working as a member of the IT Support leadership and wider IT management community to improve the service we offer;
  • Supplier Management of 3rd party providers who help deliver service;
  • Engagement with service managers to ensure service standards are delivered;
  • Engaging with project teams to ensure our/our customers' requirements are captured and service is effectively transitioned into the Global Service Desk.


  • Experience of leading people in a similar role;
  • Experience of leading teams who provide great service;
  • Experience managing teams providing global support;
  • Experience of Retail IT.


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 || Leeds || Information Technology || IT - Service Delivery || n/a ||

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