IT Service Manager

New York, United States
23 Mar 2022
19 Apr 2022

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.


The Regional Service Manager (AMER) is responsible for continuously improving the availability levels of our consumed IT services in Brazil, Canada, Mexico & the United States of America.

Working in partnership with peers and business stakeholders (particularly regional Commercial IT) the individual will reduce outstanding or future service risks, continuous service improvements programs, report and glean insight from service metrics, and ensure adherence to service management processes within their region. The role is to support the Commercial IT Regional Director(s) with the day to day running of IT services.


  • Business Strategy & Stakeholder Management - work alongside the IT leadership team of the Region to develop and drive the Regional strategy ensuring service is at the heart of everything we do. Ensuring that you are responsible and accountable for IT services delivered to your Business Stakeholders. Act as conduit to/from central IT to regions as required eg for escalations.
  • Service Transition - In conjunction with the UK IT service transition team, you will assist to ensure that applications/systems being developed for the region meet all operational requirements before these are introduced into the production environment.
  • Service Level Reporting and Insight - Responsible for ensuring there is relevant monthly Regional Service Reporting and insight. This includes service availability metrics, incident response metrics and volume. Insight from this data should be used to drive CSI programs for the region.
  • 3rd Party/Vendor Management - Regular governance (weekly/monthly calls) with relevant IT teams including vendors, partners, IT stakeholders.
  • Incident & Request Management -The Regional Service Manager is responsible for ensuring that Service Operations manage Incidents effectively on behalf of their Business Stakeholders and identify where process improvements may be required to improve Service restoration/Incident Resolution times to deliver a great customer experience. This may involve appropriate communications across a variety of teams as well as handling business escalations.
  • Continuous Service Improvement - The Regional Service Manager is responsible for overseeing and reporting against continuous Service Improvement Plans for their Region. Liaise with regional and global IT teams on all aspects of ways of working, and the intention is to create a service-oriented team with customers at the forefront of our delivery activities.
  • Change Management and Delivery Processes - The Regional Service Manager works with the IT teams to ensure appropriate change management occurs. This includes responsibilities such as assessing and validation of changes, acting as a representative for Change Management for their Region.


You will have experience in a service management role in a diverse environment. #LI-RS1

Experience of managing IT Systems in a global-matrix organisation is preferred.

Familiarity with service management software is an advantage.  

Experience working with global, regional and local 3rd party IT suppliers is essential.

You must have strong Relationship Management skills and be able to demonstrate influence across peers and stakeholders, whilst taking full accountability and ownership of IT Services.

You will be pro-active and drive for continuous improvement and have a focus on delivering results.

You will be expected to be an excellent communicator with the ability to relate technical issues in simplistic and meaningful way to stakeholders.

Other: Out of hours support may be required along with onsite support eg during key local events.


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: USA || New York (US-NY) || New York || IT || ICS OPERATIONS & EMPLOYEE || n/a ||

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