IT Operations Manager

Location: New York

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 Glo Cal 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…