Tapestry Sr. Manager, Global IT Service Management & Delivery

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At Tapestry, being true to yourself is core to who we are. When each of us brings our individuality to our collective ambition, our creativity is unleashed. This global house of brands - Coach and Kate Spade New York - was built by unconventional entrepreneurs and unexpected solutions, so when we say we believe in dreams, we mean we believe in making them happen. We're always on a journey to becoming our best, but you can count on this: Here, your voice is valued, your ambitions are supported, and your work is recognized.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.

The Sr. Manager - Global IT Service Management & Delivery will lead Incident, Problem, Change, Risk and Knowledge Management across our global enterprise. This leader will drive operational excellence, service reliability and outcome-based improvements while shaping the future of ITSM through AI Ops, automation and data-driven insights. This role ensures continuous learning from every incident, prevents recurrence and safeguards customer experience, revenue and business continuity. The ideal candidate will champion proactive detection, rapid response and long-term prevention using AI, data, automation and modern ITSM practices.

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Key Responsibilities:

The successful individual will leverage their expertise in IT Service Management and Delivery to:

• Lead and mature ITIL4-aligned Incident, Problem, Change, Risk and Knowledge processes with a strong emphasis on learning, prevention and reducing business impact.
  
• Champion operational excellence by driving root cause elimination, trend analysis and preventive actions to protect customer experience and revenue.
  
• Manage vendor performance, SLAs/XLAs, governance and continuous improvement initiatives, including building dashboards and reporting frameworks to track operational outcomes and vendor delivery.
  
• Advance AI Ops capabilities such as noise reduction, anomaly detection, correlation and automated remediation to reduce MTTA, MTTD and MTTR.
  
• Analyze ServiceNow and observability data using AI and data science techniques to identify patterns, recurring issues and optimization opportunities.
  
• Strengthen CMDB accuracy, service mapping, dependency modeling and impact analysis.
  
• Enhance observability and monitoring practices across infrastructure, cloud, eCommerce, retail stores, OMS, middleware, SAP, WMS, BI, cybersecurity and InfoSec.
  
• Collaborate with Cybersecurity and InfoSec teams to ensure rapid response to security incidents and mitigate operational risk.
  
• Promote SRE-aligned practices, automation-first thinking and a culture of continuous improvement across all technology teams.
  
• Build and lead a high-performing team for incident triage, communication and coordination while designing the future evolution toward AI Agent Ops for autonomous triage and response.
  
• Drive communication and strategic improvements across internal and external stakeholders to enhance employee and customer experience.
  

Qualifications:

The accomplished individual will possess:

• 8+ years of experience in ITSM and IT Service Delivery leadership roles.
  
• Expertise in ITIL4, Incident/Problem/Change Management and operational excellence frameworks.
  
• Hands-on experience with ServiceNow, CMDB, automation and workflow optimization.
  
• Experience with AI Ops, data analytics and observability tools.
  
• Strong knowledge of Cybersecurity and InfoSec operations including security incident handling.
  
• Experience with cloud platforms and hybrid enterprise landscapes.
  
• Proven ability to influence cross-functional teams and drive innovation.
  
• Certifications in Data Analysis, Data Science or AI Ops are a strong plus (to emphasize data and outcome-based analysis and thinking).
  

Our Competencies for All Employees

Courage : Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
Creativity : Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Dealing with Ambiguity : Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Drive for Results : Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Interpersonal Savvy : Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Learning on the Fly : Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers
Strategic Agility : Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
Developing Direct Reports and Others : Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Tapestry, Inc. is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

Americans with Disabilities Act (ADA)

Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected]

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Base Pay Range
$145,000.00-$155,000.00

Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits.