
IT Services Manager
6 days ago
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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