IT Manager

Tokyo, Japan
01 Dec 2021
05 Feb 2022

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.


Be the strategic and trusted business partner for the Japan Regional business, through co-ordination and management of all IT service and digital commerce delivery activities across the Region. Provide sensational IT service and management through liaising with the Global IT Services, Retail IT and Commercial IT Teams.


Regional Service Management
• Liaise with Global IT Service Management to ensure coordination, management and smooth running of the IT service within region including input into
• Service planning and implementation of new services
• Application of Global Standards
• Delivery of service to agreed service levels
• Act as the local escalation point for all IT Service Management issues in Japan
• Manage local service providers as agreed with Global IT Service Management to ensure delivery of service to agreed service levels
• Provide the local face of Global IT Service Management for Japan
• Engage with local business stakeholders, Regional IT Managers to ensure understanding of service requirements
• Provide progress via service reports and communicate business impacting service activities within region

Regional Support Management
• Provide the local face of Global IT Service Management for Japan, on behalf of the global tower of Commercial IT
• Deliver IT solutions for agreed key in-region activities including events (markets), retail deployment, office openings, moves and refurbishments
• Liaison with in-region partner representatives and 3rd party delivery teams to ensure efficient and effective delivery and timely escalation to global teams
• Manage local resources who will be the prime contact point for all infrastructure e.g. networking; cabling; and patching. Holding relationship with architect, construction etc. These may be fixed or dotted reporting lines
• Act as the escalation of support issues; communication to in-region users and ownership through to resolution (includes coordinating the response to emergency incidents to return the service to normal level as soon as possible, with smallest possible business impact)
• Liaise with business and retail users as required to ensure user participation and satisfaction in resolution and closure processes
• Timely escalation of high priority incidents and service performance/delivery issues where required to Global IT Management and Senior Regional Service Manager
• Provide strategic partnership to develop and grow the digital business for Japan, including:
• Discover digital commerce partner from various (local) platforms, establish business relationship
• Responsible for digital commerce project delivery
• Responsible for tracking / analysing platform performance on regular basis
• Conduct digital merchandise, digital marketing, creative and digital operators
• Working closely with logistics team for order & inventory management and optimise fulfilment processing

Management responsibility
• Strategic Business Partner to the Japan Regional Business
• Provide care and maintenance management and leadership for local partner teams working on-site
• Provide care and maintenance management and local leadership for Global IT Team members from Service Desk, Front Office and 3rd line teams

Work with

  • Commercial IT Teams to support regional service reporting and service communication
  • Retail IT Teams - to deliver fit-for-purpose retail technology into the Region
  • Global IT Service Management - to escalate regional service issues and requirements and ensure delivery of service to agreed service levels
  • Store & Office project Managers/Specialists and Build teams - to support and coordinate regional build activity
  • Service Partners - to provide a regional prime contact point for on-site activity
  • Regional Business Teams - to coordinate delivery and provide the local face of IT Service


  • At least 6 years' experience in IT operational and/or service Management
  • Experience of managing third party vendors
  • Experience in managing a budget
  • Effective stakeholder management
  • Outstanding service knowledge with the ability to achieve high levels of business satisfaction
  • Good spoken and written English and Japanese a must


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: Japan || Not Applicable || Tokyo || IT || COMMERCIAL (REGIONAL) || n/a ||

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