IT Service Manager, EMEIA – Burberry
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 its founding in 1856 and is central to how we operate as a company today.
Job Purpose
The Regional IT Service Manager (EMEIA) is responsible for supporting the delivery, performance, and continuous improvement of IT services across the region. They ensure adherence to global service management processes, lead regional service reporting, and drive actionable insights to improve service stability and user experience. Acting as the primary contact for service management in the region, they work closely with central teams, vendors, and stakeholders to manage service risks, support issue resolution, drive continuous service improvement plans, and embed service excellence into regional IT operations.
Responsibilities
* Partner with the Regional Leadership Team to develop and drive the regional IT strategy, ensuring service is embedded in all regional IT activities.
* Collaborate closely with the Regional Service & Delivery Team to engage with and fulfil regional demand and support requirements.
* Build strong relationships with regional business stakeholders to understand their needs, processes, and pain points, ensuring IT services are aligned to business priorities.
* Collaborate with the Regional Programme and Project Managers to facilitate the seamless transition for new and refreshed stores, ensuring operational handover and pre‑go‑live readiness.
* Lead the creation and communication of regional service performance reports, including availability, incident response, and service volumes, using insights to drive Continuous Service Improvement (CSI) initiatives.
* Coordinate regular governance activities with internal IT teams, vendors, and partners, maintaining strong relationships through structured communication and performance monitoring.
* Oversee effective incident and request management to ensure timely resolution for business stakeholders and drive enhancements to incident processes.
* Oversee and report on the execution of regional CSI plans, promoting a service‑oriented culture focused on customer experience and operational excellence.
* Ensure that change management processes are followed across the region, supporting assessment and validation of changes and representing the region in global change management forums where appropriate.
* Champion the delivery of best‑in‑class IT services within the region, aligning with global standards and supporting local office engagement and general management activities where applicable.
Personal Profile
* Demonstrated experience in a service management role within a diverse and complex environment.
* Experience managing IT systems across a global organisation is highly desirable.
* Proven experience producing and interpreting reports, using data‑driven insights to identify trends and drive service improvements.
* Familiarity with service management tools and platforms is advantageous.
* Proven experience working with third‑party suppliers, including those operating in Agile and Waterfall delivery models.
* Strong relationship management skills with the ability to influence peers and stakeholders while maintaining accountability and ownership for IT service delivery.
* Proactive mindset focused on continuous improvement and delivering measurable results.
* Excellent communication skills, conveying technical information clearly to both technical and non‑technical audiences.
* Experience with, or knowledge of, the SIAM methodology is preferred but not essential.
* Flexibility to provide out‑of‑hours on‑call support and on‑site presence during critical business events may be required.
Measures of Success
* Delivery of desired service performance within agreed budget targets.
* Technical issues resolved quickly and effectively.
* Positive Retail Management and IT feedback.
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.
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