Job Details
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
The Senior Manager for Service Design and Reporting sets the strategic direction for the SIAM (Service Integration and Management) function, defining and governing the relevant policies, standards, and processes that underpin effective service delivery. This role ensures that services and processes are consistently delivered in line with these expectations through robust SIAM assurance reporting. By leveraging data and insights, they identify performance gaps, drive prioritised improvement actions, and demonstrate impact against strategic goals and key metrics. They are also accountable for the product management, tooling, reporting, and innovation capabilities that support SIAM - including ownership of the ITSM toolset, data strategy, and product roadmap.
RESPONSIBILITIES
* Set the direction for the SIAM function, including accountability for Service Design, and overarching policies, standards and processes.
* Collaborate with SIAM process owners to develop and maintain effective assurance reporting across all service providers (internal and external)
* Utilising data and reporting to identify and prioritise opportunities to improve service and customer experience.
* Oversee technology and service design, tooling developments and operations and roadmap ownership for all SIAM Tooling (including Helix ITSM), aligning to strategic priorities and customer needs.
* Process, standards and governance ownership for SIAM Reporting, Discovery/Observability, CMDB, ITSM/Business Workflows, Service Data and required integrations, driving their adoption, adherence and continuous improvement.
* Lead a combined team of product, architecture and reporting to design, implement, and deliver in-scope processes, tools and governance.
* Provide assurance and quality oversight for service.
* Manage relationships with Development & Product Partners, including Fusion and BMC Helix, driving accountability, effective collaboration and alignment with service integration goals.
* Manage internal business relationships for tooling customers, managing escalations and ensuring that their needs are understood, prioritised and addressed through effective solutions.
* Maintain awareness of emerging trends, technologies and best practices in SIAM, ITSM, Business Workflows, Reporting and Product Management; leveraging external networks to inform strategy and innovation.
* Provide leadership and direction to the service design & reporting team, ensuring alignment with enterprise principles, strategic goals, and transformation programmes. Foster a high-performance culture focused on collaboration, accountability, and service excellence.
PERSONAL PROFILE
* Strong experience in IT Service Management, including service design, process ownership, or governance within complex environments.
* Demonstrable experience defining and embedding service-related policies, standards, and processes across teams or suppliers.
* Proven ability to lead or shape data-driven service improvement initiatives, using reporting and insights to influence outcomes.
* Experience managing or contributing to the strategy and roadmap for ITSM or related service management tooling.
* Track record of successful cross-functional collaboration with internal stakeholders and external partners.
* Experience building and leading high-performing teams, ideally spanning product, data, and/or service domains.
* Understanding of assurance practices and how they support quality, compliance, and continuous improvement.
* Awareness of service integration, multi-supplier delivery models, and the evolving IT service landscape (SIAM experience desirable but not essential).
FOOTER
Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.