Digital Operations Manager

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.
• Providing On call support for Major Incidents and escalations.
• 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.
• Improving operational/business processes and integrations across our Third Party partners to increase efficiency, reliability, and to ensure we are meeting our operational SLAs in place with Third Party partners
• Communicate to senior stakeholders during and after Major Incidents, or high risk and key event periods.
• 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
• Contribute to project and change initiatives to bring IT Operation perspective to the outcomes to ensure risks are being properly managed, and correct stakeholder are engaged and appraised.
• 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.
• Supporting with 3rd party projects during go-live and transfer to BAU (hyper care)

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).