IT Specialist Leeds, England
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
Founded in 1856, Burberry today remains quintessentially British, with outerwear at its core. Digital luxury positioning and intensive focus on design innovation, quality and heritage icons ensure continued brand purity and relevance globally across genders and generations. Burberry believes that in order to be a great brand it must also be a great company and constantly leverages the energy of its compassionate and creative thinking culture to continually innovate and drive the brand forward. Headquartered in London, Burberry is a design, marketing and retail led business with a global reputation for innovative product design, digital marketing initiatives and dynamic retail strategies.
The Commercial IT Service Delivery Lead will ensure our global technology solutions meet the needs of our Users in Stores, Supply Chain and Corporate locations.
Key to this role, is to enable the 3rd party partner to be successful and users then receiving a fantastic user experience. This involves being the glue between our partner, users, Market Managers and Service Managers, to ensure we deliver the vision of a consistent, scalable & innovative experience globally. Service wise, work with Service Managers to support resolution of complex issues which the partner cant resolve. Project wise, proactively, work alongside Regional Market Managers, ensure we have technology solutions to meet the upcoming demand.
RESPONSIBILITIES
- Be the glue between our partner, users, Market Managers and Service Managers, to ensure we deliver the vision of a consistent, scalable & innovative experience globally.
- Support the Service Managers on complex escalations that our partners cannot provide.
- When required, troubleshooting and assisting the partners to get to a quick resolution / fix process issues to setup the partner to succeed.
- Managing partners ensure business activities are delivered successfully. Working with internal IT teams and partners to ensure improvements plans are in place to drive ongoing service improvement
- Streamlining partner delivery and being a regional voice in terms of effectiveness of the Service.
- Working with local businesses to manage on demand activities such as event support, additional store support, key office activity support for exec meetings, townhalls, etc.
- Building and maintaining relationships with office and store teams to ensure service is being delivered as it should.
- Tracking with service improvement activities and managing communications with regional IT partners.
- Work with the Service Director and Service Managers to share Service Performance and lead on Service Improvements activity, sharing progress back into the regional Commercial Directors and Market Managers
- Ensure technology solutions are fit for purpose and working as designed for Events, Shows and Market etc.
- Working with Regional Market Managers to understand demand and ensure there is an effective solution in place to deliver.
PERSONAL PROFILE
- Thinks customer and Possesses a customer-first mentality
- Great communication skills with users, internal team and 3rd parties
- Good negotiation skills
- Able to review data an understand patterns
- To take complex technical challenges and come up with a solution
- Industry recognised certification preferable (Windows / Mac)
- Great understanding for Commercial IT technology, from End User Devices through to backend infrastructure.
- Good knowledge of ITIL Service Delivery Processes (preferably with formal certification)
- Strong verbal and written skills
- Ability to effectively present to an audience and convey required concepts
Experience Level
- Customer Service - 5+ years of experience
- 2nd line IT Support experience Windows/Mac Support - 5+ years of experience
- ITIL Service Delivery - 3+ years of experience
- Vendor Management - 3+ years of experience
