INTRODUCTION

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

The Regional Service Manager for SAPAC is responsible for continuously improving the service availability levels of our products/services in the region.  Working in partnership with their peers, partners, UK & regional teams and the business stakeholders they will reduce outstanding or future service risks, continuous service improvements programs, report & gain insight from service metrics, and ensure adherence to service management processes within their region.

RESPONSIBILITIES Business Strategy & Stakeholder Management – work alongside the leadership team of the Region to develop and drive the regional strategy ensuring service is at the heart of everything we do.  Ensuring that you are responsible and accountable for IT services delivered to your Business Stakeholders.  Act as conduit to/from central IT to regions as required eg for escalations.   Service Transition –  Ensuring that applications/systems being developed meet all operational requirements for the Region, along with any appropriate Business Change Communications before getting introduced into the production environment Service Level Reporting and Insight – Responsible for ensuring there is relevant Regional Service Reporting and insight. This includes service availability metrics, incident response metrics for the Region and any relevant regional vendor performance metrics. Insight from this data should be used to drive CSI programs for your region 3rd Party/Vendor Management - Regular governace (weekly/monthly calls) with relevant IT teams that support the Region, including vendors, partners, IT stakeholders. Incident & Request Management -The Regional Service Manager is responsible for ensuring that Service Operations manage Incidents effectively on behalf of their Business Stakeholders and identify where process improvements may be required to improve Service restoration/Incident Resolution times to deliver a great customer experience.  This may involve appropriate communication across a variety of teams. Continuous Service Improvement  The Regional Service Manager is responsible for overseeing and reporting against continuous Service Improvement Plans for their Region.  Liaise with regional IT on all aspects of ways of working, intention is to create a service-oriented team with customers at the forefront of our delivery activities. Change Management and Delivery Processes - The Regional Service Manager works with the teams to ensure appropriate change management occurs. This includes responsibilities such as assessing and validation of changes, acting as a representative for Change Management for their Region. Best in Class – ensure you drive our delivery & support teams to deliver the best in class services for our teams across the globe PERSONAL PROFILE You will have experience in a service management role in a diverse environment. Experience of managing IT Systems across a global organisation is preferred. Strong skills in measuring performance against SLAs for IT Services Familiarity with IT Service management software.   Experience managing 3rd party suppliers working in an agile and waterfall environments. You must have strong Relationship Management skills and be able to demonstrate influence across peers and stakeholders, whilst taking full accountability and ownership of IT Services. You will be pro-active and drive for continuous improvement and have a focus on delivering results. You will be expected to be an excellent communicator with the ability to relate technical issues in simplistic and meaningful way to colleagues and 3rd parties. Other: Out of hours on-call support may be required along with onsite support during key events . FOOTER

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

 

Posting Notes: Hong Kong S.A.R, China || Not Applicable || Hong Kong || IT || ICS || n/a ||