Location
London, United Kingdom

Hours
Full Time

Salary
Negotiable

About the Role
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, customers, and communities. As a purposeful, values-driven brand, we are committed to creating the next generation of sustainable luxury, driving industry change, and championing our communities.

This role is critical in enabling the business to perform at the required level through the provision of appropriate technology solutions and services while adhering to global Burberry IT standards. You will be responsible for maintaining agreed levels of IT service across stores, offices, and manufacturing, working with other IT teams to continuously improve service levels.

You will act as the point of escalation for high priority or SLA-breaching service issues, partnering with Retail VP, District Managers, and Retail Operations to ensure IT services and in-store technologies meet business demands. You will own local supplier management, including 3rd party IT service contracts, periodic reviews, setting regional SLAs, and driving continuous improvement.

Leading and inspiring a matrix of technical engineers (internal and external), you will deliver exceptional service that exceeds customer expectations.

Responsibilities
- Work closely with business teams (Operations, Digital Advisors, Retail Management) as their advisor and owner of IT and service issues.
- Stay informed of operational changes and events to ensure adequate service coverage.
- Resolve IT issues impacting business operations.
- Provide support for stores, offices, and manufacturing through local resources, managing both internal employees and 3rd party suppliers to ensure proactive, excellent service.
- Organise support cover for holidays and special events.
- Manage performance of all IT services including POS, AV, Footfall, Back-of-House (Scanners, Printers, PCs), Assets/Devices (e.g. iPad, Team Badge), Time & Attendance, and Network & Communications (LIBO, WAN, LAN, IPT, Mobile, Wifi) across all UK locations 24x7.
- Ensure timely resolution of IT service escalations by leading troubleshooting and liaising with the business.
- Work with suppliers to maintain service levels and resolve complex issues.
- Manage moves and changes to IT equipment and services outside of store deployment projects.
- Escalate risks and issues to IT management as needed.
- Conduct regular reviews of service levels and IT issues, formulating resolution plans.
- Analyse service data and provide weekly reporting on service levels to business and IT management.
- Support the transition of completed Store Deployment Projects into Business-as-Usual support.
- Participate in regional Major Incident Management escalation rota covering weekends and peak trade periods.
- Perform other duties as delegated by line and functional management and IT senior leadership.

Experience
- Minimum 2 years retail store support experience.
- At least 3 years general IT service experience.
- Minimum 2 years operations experience.

About you
- Strong advisor and owner of IT and service issues with excellent stakeholder management skills.
- Ability to lead and manage a matrix team of technical engineers.
- Proactive and able to resolve technical issues quickly and effectively.
- Comfortable working in a fast-paced retail environment.
- Strong communication and organisational skills.

Qualifications
- University degree or equivalent qualification.