- Employment
- Full-time
- Seniority
- Manager
- Department
- IT & Technology Systems
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Nov 7, 2026
About Burberry
Burberry Limited, a quintessentially British luxury fashion house, is renowned for its innovative designs and commitment to quality. As part of the global luxury conglomerate, Burberry offers a dynamic and inclusive work environment where creativity and excellence are at the forefront. The company is dedicated to fostering a culture that encourages diversity and sustainability, making it a leader in the luxury industry.
The IT Service Manager oversees service delivery and technical support across Burberry’s UK stores, offices, hubs and manufacturing facilities, partnering with Retail leadership, IT teams and suppliers to maintain service levels and resolve escalations. The role leads a matrix of technical resources, manages regional supplier performance and reporting, and participates in weekend and peak-period incident coverage.
Role & Responsibilities
- Maintain agreed IT service levels across stores, offices and manufacturing, working with other IT teams to improve service continuously and adhering to global Burberry IT standards.
- Act as the escalation point for high-priority service issues and issues falling outside SLAs; partner with the Retail VP, District Managers and Retail Operations to ensure IT services and in-store technology meet business needs.
- Manage local third-party IT service contracts, conduct periodic supplier reviews, set regional SLAs and drive continuous improvement.
- Lead and coordinate internal and external technical engineers to deliver service that exceeds customer expectations.
- Advise and take ownership of IT and service issues with Operations, Digital Advisors and Retail Management; monitor operational changes and events to ensure service coverage, and resolve issues affecting business operations.
- Provide support for stores, offices and manufacturing through local resources, managing Burberry employees and third-party resources to ensure proactive service in their markets.
- Arrange support coverage for holidays and special events.
- Oversee performance of IT services across UK stores, offices, hubs and manufacturing facilities 24/7, including POS, AV, Footfall, back-of-house scanners, printers and PCs, assets and devices such as iPads and Team Badges, Time & Attendance, and network and communications services including LIBO, WAN, LAN, IPT, mobile, guest Wi-Fi and corporate Wi-Fi.
- Resolve service escalations promptly by engaging appropriate IT teams, leading troubleshooting, updating the business and coordinating resources.
- Manage support suppliers to maintain service levels and resolve complex issues.
- Manage IT equipment and service moves and changes outside Store Deployment projects.
- Escalate risks and issues to IT management as needed.
- Review regional service levels and IT issues regularly and develop resolution plans.
- Analyse service data and provide weekly service-level reporting to the business and IT management.
- Support the transition of completed Store Deployment projects and programmes into the regional business-as-usual support structure.
- Participate in the regional Major Incident Management escalation rota, covering weekends and peak trading periods throughout the year.
- Carry out other appropriate duties delegated by line and functional management and IT SLT.
- Meet agreed service performance and budget targets, resolve technical issues quickly and effectively, and achieve positive feedback from Retail Management and IT.
Qualifications
- At least 2 years of retail store support experience.
- At least 3 years of general service experience.
- At least 2 years of operations experience.
- University degree or equivalent.
Skills
Experience
At least 2 years of retail store support experience, 3 years of general service experience, and 2 years of operations experience.
Education
University degree or equivalent.
Workplace
The successful candidate will be located in London, England, UK.
Explore jobs in England or in the UK.
Culture
Burberry fosters a creative and inclusive workplace culture that values diversity and sustainability. The company is committed to being a force for good, driving industry change and championing community engagement.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.