Job Description

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
We are seeking an Digital Operations Manager with experience of managing operations in eCommerce space to join our Digital IT team. You will be the point of contact and escalations across Digital Tower. You will steer, influence and motivate a team of offshore support engineers and drive operational excellence through continuous improvement.
In this role, you'll will ensure reliability, procedural integrity and efficiencies driving continual service improvement culture across support function withing Digital IT. You will work closely with development/engineering teams, product owners, and project managers to continually drive improvement, digital services reliability, and performance efficiency.
RESPONSIBILITIES

• Managing order flows with Third Party Partners (returns issues, order delays, issues with integrations and general order pipeline issues)
• Proactive participation and input onto management of external/offshore IT support teams (workload, prioritisation, influence over ways of working etc.).
• Utilise existing monitoring to track performance and service reliability, analyse trends. Working with various stakeholders to improve our monitoring and alerting capabilities.
• Act as the key contact for escalations to and from support function, handling escalations from business (including Auditors and Finance), external partners, and IT stakeholders.
• Regularly using the service management tool and the provider portals to gather information, contribute and expedite queries/issues raised by business units, perform trend analysis.
• Lead and report on Major Incidents and Problem investigation, collaborating and actively contributing to root cause analysis and resolution.
• Managing all operational issues with each warehouse (Blyth, Vineland, Shanghai), local teams (Brazil, Russia, Mexico, Korea, Japan), Third Party Partner Services, Integrations teams, and Burberry customer service teams.
• Collaboration with business and IT internal and external units, development streams. Influencing prioritisation, business process changes, and technology improvements.
• Working and facilitating regular reviews/check-ins with the providers and partners to identify trends and service improvement initiatives, actively making suggestions to improve operating processes.
• Supporting during audits to provide order information to internal and external stakeholders
• Working with OMS, SAP, Finance, Warehouse, 3P Partners during operational and integration testing for new channels
• Assisting with project transition into BAU, ensuring documentation is complete and fully handed over by the project in a timely manner and with the required detail.

PERSONAL PROFILE

• Proactive character capable of driving the operations forwards in a positive way - with a hunger for inspiring change and improvement.
• Highly motivated problem solver with the capability to communicate with stakeholders across all level of the organisation.
• Functional experience of managing Major Incidents (with on call duties), Problems and Releases.
• Previous experience in designing and managing transition of services and working with 3rd Party Suppliers.
• Passionate about Retail & eCommerce with an understanding of the online retail landscape.
• Comfortable actively working with technical resources and participating in technical discussions.
• Understanding of agile development teams and workflows within JIRA, Confluence or similar systems.
• Knowledge and working experience with ITMS tools (Helix, Remedyforce).

MEASURES OF SUCCESS

• All agreed GSD service levels and KPIs including customer satisfaction scores and team performance measures
• Continuous service improvement for our customers in the business - evidence of positive impact of problem management contribution
• Efficiency of service delivery - delivery of 'shift left' projects, improvement in average handling times and other analyst productivity measures

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: United Kingdom || Not Applicable || London || INFORMATION TECHNOLOGY || DIGITAL || n/a ||