Overview

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

Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core.  Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.

The Commercial IT Service Delivery Lead will ensure our global technology solutions meet the needs of our Users in Stores, Supply Chain and Corporate locations. 

Key to this role, is to enable the 3rd party partner to be success and ultimately users then receiving a fantastic user experience.  This involves working with Service Managers to lead technical escalations, MI’s and problems and  ensuring those learnings are embedded, to avoid reoccurrence.  Proactively, this role will work alongside Regional Market Managers, ensure we have technology solutions to meet the up coming demand.

RESPONSIBILITIES

Technical lead on Service escalations, supporting the Service Managers  

Support the Service Management team, taking findings and implementing Service improvements plans and actions to improve the performance of service globally

Working with MI and Service managers, to ensure Major Incident Review actions are tracked and delivered within agreed timescales and communicated back out to the Regional Market Managers

Working with Service Managers to take technial Lead on problem investigations to understand and resolve root cause

Work with the Service Director and Service Managers to share Service Performance and lead on Service Improvements activity, sharing progress back into the regional Commercial Directors and Market Managers 

Ensure technology solutions are fit for purpose and working as designed for Events, Shows and Market etc.

Working with Regional Market Managers to understand demand and ensure there is a effective solution in place to deliver.

Managing 3rd party vendors to deliver services and ad-hoc project requests aligned to contract

Working with internal IT teams and 3rd party vendors to ensure improvements plans are in place to drive ongoing service improvement

Documenting processes and procedures to enable successful delivery of IT services by internal IT teams and 3rd party vendors

PERSONAL PROFILE

Qualifications:

5+ years of experience in Customer Service

5+ years of experience in 2nd Line IT Support Experience Windows / Mac Support

3+ years of experience in ITIL Service Delivery

3+ years of experience in Vendor Management

 

Skills:

Customer Service

Communications

Troubleshooting

General IT Technical Knowledge

ITIL Service Delivery

Communication & Presentation

MEASURES OF SUCCESS

Customer Satisfaction Survey results

Technology solutions delivered on time and within budget 3rd Party Vendor delivery against SLA and KPIs

Active service improvement plans demonstrating delivery of ongoing improvement initiatives

Service improvement, MI Actions and Problems are delivered on

FOOTER

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 || COMMERCIAL (REGIONAL) || n/a ||

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