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 Senior Manager, Platform Automation is responsible for leading the strategy, design, deployment and scaling of intelligent automation, AI and AIOps capabilities across Burberry's Enterprise Platforms landscape. The role combines strong platform operations experience with automation expertise to solve real operational issues, moving services from reactive support towards proactive, predictive and increasingly self-healing operations. With a strong focus on the core SAP platform, the role will use operational telemetry, observability, automation and AI to improve detection, diagnosis and resolution of incidents, reduce manual toil and strengthen platform resilience. Working closely with Burberry's Operations teams, strategic managed service providers and their automation and AI centres of excellence, the role will bring proven industry capabilities into Burberry and ensure they deliver measurable operational outcomes at scale.

RESPONSIBILITIES

• Intelligent Automation, AI & AIOps Strategy: Own and drive the platform automation roadmap, identifying, prioritising and scaling automation, AI and AIOps use cases that materially improve platform resilience, performance and operational efficiency.

• AIOps & Operational Resilience: Apply observability, event correlation, anomaly detection, predictive analytics and AI-assisted diagnostics to identify emerging issues earlier, reduce alert noise and prevent or minimise business impact.

• Automated Incident & Problem Resolution: Use automation and AI to improve incident detection, triage, root-cause analysis and remediation, including the development of automated recovery and self-healing capabilities for repeatable platform issues.

• SAP & Enterprise Platform Operations: Partner closely with the Operations team to address recurring SAP and enterprise platform issues, translating operational pain points, capacity constraints and performance risks into sustainable automated solutions.

• Use Case Discovery & Value Realisation: Use incident, problem, performance and operational data to identify high-value automation opportunities, maintaining a prioritised backlog and demonstrating measurable benefits through reduced incidents, MTTR, manual effort and service disruption.

• Automation Engineering & Integration: Drive the effective use of orchestration, scripting, APIs, workflow automation, RPA and AI-enabled capabilities, ensuring solutions are scalable, supportable and integrated into operational processes and tooling.

• Partner & Centre of Excellence Leadership: Work with managed service providers, technology partners and their AI, automation and engineering centres of excellence to bring proven capabilities and innovation into Burberry, holding partners accountable for delivery and realised outcomes.

• Governance, Security & Service Excellence: Ensure automation and AI solutions meet architecture, security, change and service management controls, with clear ownership and support.

PERSONAL PROFILE

• Significant experience leading or delivering automation, AI and/or AIOps capabilities within complex enterprise platform or technology operations environments.

• Proven experience using AIOps and intelligent automation to solve real production issues, including incident detection, event correlation, anomaly detection, root-cause analysis, performance degradation and automated remediation.

• Strong understanding of observability and operational telemetry, including how monitoring, events, logs, metrics and performance data can be used to identify patterns, predict issues and trigger automated action.

• Demonstrable experience applying AI or AI-assisted capabilities to operational use cases such as incident triage, diagnosis, knowledge retrieval, problem analysis, remediation or operational decision support.

• Practical experience with automation and orchestration approaches such as scripting, APIs, workflow automation, RPA and self-healing patterns, with the ability to assess where each is best applied.

• Strong experience of complex SAP landscapes (for example ECC, AFS, BW and S/4HANA) and the operational challenges associated with running business-critical ERP platforms at scale.

• Good understanding of the infrastructure and cloud services underpinning complex enterprise platforms, including performance, capacity, resilience and dependency considerations.

• Strong understanding of IT service management and operational disciplines, particularly incident, problem, change, release and event management, and how automation can improve those processes.

• Experience working with third-party managed service providers and technology partners, including leveraging partner automation, AI and engineering centres of excellence to deliver measurable outcomes.

• Understanding of architecture, information security, risk and change controls relevant to the safe deployment of automation and AI within production environments.

• Strong stakeholder leadership and communication skills, with the ability to translate operational problems into clear technical use cases and communicate benefits to both technical and business audiences.

• Experience in retail, fashion, luxury, FMCG or another large-scale consumer-led organisation is advantageous.