IT Service Team Manager - FARFETCH

US New York
25 Aug 2021
26 Nov 2021
Full Time
FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers. This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone. We are FARFETCH for All.


We're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it. We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.


Our New York office is located in Midtown near the iconic Bryant Park and the historic Grand Central Terminal, New York's best connected office neighborhood. The beautifully designed office has 360 views and tall windows to bring the outside in. We have a communal kitchen that brings the team together for Family Lunch and Happy Hours. The office is open plan with plenty of rooms and booths to take a private call, have time to relax and work in private or have a large collaborative meeting.


Reporting to the Head of IT Service & Support, you will be the point and owner of communication relating to the supply and demand for IT Support within Farfetch and Stadium Goods in North America. You will help ensure we have compliance with Global IT processes, and services and reporting across the complete scope of IT service management. Globally, the IT Support Team is the central contact for IT queries from Farfetchers. The team strives to set the standard of behavior for Fafetcher engagement, playing an advocacy role, delivering IT services that support Farfetcher needs and inform IT goals. In delivering these goals the IT Service Team Manager role will lead in the delivery and maintenance of IT Support for Farfetch and Stadium Goods in North America.


    • You will deliver & Improve Farfetch and Stadium Goods IT Support in North America as part of the global IT Support organization.
    • You will organize the North American IT teams providing focus for Office, Home, Studio and Store Support
    • You will be the champion and focal point for communication linking business and IT needs and policy and process requirements across all team members including the global IT teams
    • You will manage the IT ticket management process between all Corporate IT teams. This will require local and, on occasion global ownership of IT Incident, Request, Problem and Change Management processes
    • You will work on the procurement configuration and issue of laptops and other IT assets required for new starters and ensure recovery of assets for leavers
    • You will manage the laptop replacement and lifecycle processed following the LTRP plan and hardware policy
    • You will communicate with the North American BU's and teams for matters relating to the supply and demand of IT services and escalate communication with the global IT teams
    • You will be the North American champion of ITAM (IT Asset Management) processes and compliance
    • You will achieve ticket North American "clear desk" end of day and within Service level agreement (reduce ticket backlog; reduce ticket resolution time)
    • You will deliver monitor and review dashboard for global P0 and P1 escalations and regional receipt and handoff
    • You will provide trading hours coverage for stores - full service inc Network
    • You will provide technical and customer-facing Video Conferencing and other AV technology support using the global VC technologies and processes
    • You will provide local account management and liaison for networks and other local technology vendors and providers
    • You will build Capacity & Resource plan to support projects and local presence actions
    • You will develop working relationships with colleagues within and beyond IT Services, to ensure that a, high-quality service is delivered
    • You will work with InfoSec and other controls teams to satisfy inquiries for evidence of compliance for programs such as ISO, SOC, etc. This includes any compliance program on assets.
    • You will participate in projects related to IT Service Management transformation.


    • You have plenty of enthusiasm, and enjoy operating within a busy and progressive technology driven environment.
    • You have 5 years experience working in a similar environment
    • You have good communication and a good general IT knowledge including IT Team Management, Active Directory, Laptop Building, ITIL v4
    • You enjoy working with different teams across a global business
    • You have a clear concise friendly manner, and can work on own initiative but also have team-working skills, both in person and virtual
    • You can demonstrate accuracy


    • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

We're looking for a IT Service Team Manager to join our IT Support team in New York!${description2}

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