IT Operations Manager, Global Service Desk

Burberry; Leeds; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the luxury sector seeks an IT Operations Manager GN&I to oversee day-to-day IT service performance in Leeds. The role involves coordinating with suppliers, managing operations, and supporting internal resources to ensure efficient service delivery. Candidates should bring extensive IT operations experience and a strong understanding of ITIL processes to drive successful team performance.

Qualifications

• Extensive experience in IT operations or infrastructure service coordination.
• Proven track record in managing third-party IT service providers.
• Familiarity with ITIL processes.

Responsibilities

• Coordinate daily IT operations across third-party vendors.
• Track KPIs and drive continuous improvement.
• Maintain robust ITSM processes.

Skills

IT operations experience

Analytical skills

Incident management

Vendor management

Tools

Helix

Jira Service Management

Job description

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

As theIT Operations Manager GN&I atBurberry,you will manage the day-to-day operational performance of IT services across our global network & Infrastructure environment. This role is responsible for coordinating activities across multiple third-party suppliers and ensuring smooth service delivery in line with SLAs. You will also play a key role in overseeing demand planning for internal engineering resources to ensure timely support for ongoing operations and project requirements.

This IT Operations Manager GN&I role is offered on a permanent, full time basis and will be based in our Queen Street, Leeds office.

RESPONSIBILITIES

• Coordinate and manage daily IT operations across multiple third-party vendors, ensuring services are delivered in line with contractual SLAs and performance expectations
• Act as the central point for operational coordination, incident escalation, and service issue resolution between vendors, internal teams, and stakeholders
• Lead regular service review meetings with suppliers, track KPIs, and drive continuous improvement initiatives to optimize vendor performance
• Oversee and facilitate demand planning for internal engineering resources, ensuring adequate capacity to support operational workloads and IT projects
• Work with delivery and project management teams to align resource availability with upcoming workstreams and service priorities
• Maintain robust ITSM processes (incident, problem, change, request) and ensure tickets are resolved efficiently and documented appropriately
• Support infrastructure and service operations activities, including patching, monitoring, availability management, and reporting
• Ensure all supplier-related processes comply with internal governance, SIAM, audit controls, and security standards

PERSONAL PROFILE

• Extensive experience in IT operations or infrastructure service coordination
• Proven track record in managing and coordinating third-party IT service providers and outsourcing partners
• Experience with IT service management tools (e.g., Helix, Jira Service Management) and strong understanding of ITIL processes
• Strong analytical skills for tracking performance metrics, planning capacity, and reporting
• Ability to manage multiple operational priorities and work cross-functionally with technical and non-technical teams

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.