IT Services Manager

1 week ago

Sydney, New South Wales, Australia Coach Store Australia Pty Limited Full time $104,000 - $130,878 per year

About us:

Join the iconic fashion houses Coach and Kate Spade, part of the Tapestry House of Brands, as we seek a highly capable and self-directed Technology Services Manager to lead IT support and service delivery operations across Australia and New Zealand.

This is a pivotal role responsible for managing outsourced service providers, ensuring consistent and high-quality IT services across both corporate and retail environments, and acting as the key liaison between our teams and external vendors.

What You'll Do:

As the Technology Services Manager you will:

  • Oversee end-to-end IT service delivery across the ANZ region.
  • Manage outsourced service providers for end-user support, retail infrastructure, and service desk operations.
  • Serve as the primary escalation point for IT service issues across corporate and retail teams.
  • Conduct regular service reviews and performance meetings to ensure SLA compliance and user satisfaction.
  • Translate business needs into actionable technical requirements for internal teams and vendors.
  • Collaborate with global and regional IT teams on initiatives spanning security, infrastructure, cloud, and retail systems.
  • Maintain the corporate office IT environment, including Wi-Fi and video conferencing systems.
  • Coordinate with vendors for facilities-related IT infrastructure.

About You:

  • Bachelor's degree in IT, Computer Science, or a related field.
  • 5+ years of IT service management experience, including 3+ years in a leadership or vendor management role.
  • Strong knowledge of ITSM processes (incident, request, and change management).
  • Proven track record managing outsourced IT providers and driving performance through SLAs and KPIs.
  • Technical proficiency in hardware, structured cabling, and Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).
  • Excellent communication and stakeholder engagement skills.
  • Strong analytical and problem-solving abilities with a proactive mindset.

Benefits and Perks:

  • Competitive salary and bonus structure.
  • Generous staff discount across Coach and Kate Spade products.
  • Opportunities for career growth within a global luxury brand.
  • Inclusive and supportive workplace culture.
  • Birthday leave and much more

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