IT Operations Manager

Burberry•New York, NY

1d•$130,000 - $140,000

About The Position

The IT Operations Manager supports high-quality, reliable, and cost-effective IT operational services and project delivery across Burberry’s Americas region within a centrally governed, locally executed delivery model. The role oversees regional on-site IT support across retail, office, supply chain, and manufacturing locations; manages local support providers; coordinates with global technology teams; and helps ensure sites receive responsive support. It also manages locally executed projects that contribute to wider regional programmes, leading them from initiation through closure and ensuring delivery on time, within budget, and to agreed scope and quality standards. The role reports directly to the Director IT. It works with regional and global business and IT stakeholders, the IT Programme Manager - Americas, central support teams, providers, and project contributors to implement business and technology change aligned with enterprise strategies. Responsibilities span service-provider performance, incident escalation and resolution, local IT assets, project governance, risk and financial tracking, reporting, service transition, and continuous improvement.

Requirements

Proven experience in IT operations, service delivery, or support management across multi-site environments.
Demonstrated ability to manage third-party suppliers and service contracts.
Experience supporting retail, manufacturing, and office environments, with an understanding of their distinct IT needs.
Strong working knowledge of IT infrastructure components, including AV, networking, and hardware, at a coordination level.
Stakeholder-management and cross-functional collaboration skills, particularly with remote technical teams.
Strong troubleshooting and communication skills.
Familiarity with ITIL principles and enterprise service-management practices.
Proven experience delivering end-to-end IT or business-change projects in a matrixed environment.
Project-management certification and familiarity with Agile, Waterfall, and Hybrid methodologies.
Experience working in or alongside centralized PMO or governance structures.
Ability to translate technical language for business users and business needs for technical teams.
Strong organization, stakeholder-engagement, time-management, and problem-solving skills.
Ability to collaborate with central and local teams across functions and geographies.
Proficiency with project-management tools such as Microsoft Project, Shibumi, or similar tools.
Comfort working in a fast-paced, high-accountability environment with shifting priorities.

Nice To Haves

Strong understanding of IT infrastructure, networking, and/or cybersecurity projects is desirable.

Responsibilities

Manage in-region IT service providers delivering first- and second-line on-site support across retail stores, offices, supply chain, and manufacturing sites.
Support and maintain the operating model and cost structure for regional on-site support services.
Ensure suppliers and end users adhere to IT operational standards.
Act as an escalation point for technical issues requiring on-location resolution and coordinate third-party providers and internal IT teams.
Coordinate with remote second- and third-line support teams to resolve incidents, manage problems, and align support priorities.
Support providers in diagnosing and resolving local hardware issues, including configuring AV, server, and network equipment.
Manage the lifecycle of local end-user assets and ensure compliance with supportability standards and policies.
Engage regional service management, local business stakeholders, and central IT Operations to ensure services meet operational needs and expectations.
Participate in vendor service review meetings.
Drive continuous improvement in support processes, supplier performance, and user satisfaction.
Work with the IT Programme Manager and Project Managers to ensure programme initiatives transition effectively into operations.
Plan, manage, and deliver regional IT projects to agreed time, cost, and quality standards using enterprise portfolio governance and Burberry’s Project Management Life Cycle framework.
Translate enterprise portfolio governance and reporting requirements into compliant local project execution plans.
Define and manage project scope, deliverables, dependencies, and outcomes with central teams and local stakeholders.
Lead regional project contributors, including Business Analysts, Project Support Officers, contractors, and third-party vendors.
Collaborate with the IT Programme Manager - Americas to align with programme goals and promptly escalate risks or delivery threats.
Engage regional and global business and IT stakeholders to understand requirements and manage expectations.
Monitor and manage project risks, assumptions, issues, and dependencies, and contribute to programme-level reporting.
Maintain project plans, status reports, and change controls in line with enterprise portfolio governance.
Ensure delivered solutions are effectively handed over to service management and operations.
Coordinate with Enterprise Portfolio PMO and portfolio assurance teams on reporting, gating, and financial tracking.
Support local demand planning and resource scheduling with the IT Programme Manager - Americas.
Contribute to regional lessons learned and continuous improvement initiatives.
Track project finances, align forecasts and actuals, explain variances, and monitor resource allocations.
Support onboarding, coaching, and development of junior delivery team members.