Job Description

The Global Service Manager will lead the Global Service Desk and three team leaders to provide a luxury IT support experience 24/7/365. The appointee will:

• Ensure service is provided to a consistent high standard, with a focus on continuous improvement so that the service is always improving, participating in the Service Management team to ensure integration between the GSD team and other IT teams;
• Deliver key business functions for Burberry including processing of joiners and leavers, ensuring compliance with IT policies and audit requirements at all times.
• This is a Fixed Term Contract role.

RESPONSIBILITIES

• Responsible for leading three team leaders to inspire, coach and develop the Global Service Desk who are based out of Leeds and Hong Kong;
• Delivering an excellent customer experience as recognized by our customers;
• Delivery of a continuous service improvement roadmap;
• Working as a member of the IT Support leadership and wider IT management community to improve the service we offer;
• Supplier Management of 3rd party providers who help deliver service;
• Engagement with service managers to ensure service standards are delivered;
• Engaging with project teams to ensure our/our customers’ requirements are captured and service is effectively transitioned into the Global Service Desk.

Required Knowledge, Skills, and Abilities

Experience of leading people in a similar role; Experience of leading teams who provide great service; Experience managing teams providing global support; Experience of Retail IT.