ITSM Data Quality Manager

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 ITSM Data Quality Manager owns the framework, standards, controls and improvement roadmap for ITSM data across Burberry and its service partners. The role ensures data is accurate, complete, consistent, owned and trusted, and uses data and operational insight to improve the colleague service experience by reducing friction and enabling effective service management, self-service and automation.

RESPONSIBILITIES

• Own and maintain the ITSM data quality framework, standards, controls, ownership model and improvement roadmap.
• Define and govern quality and lifecycle standards for core ITSM and knowledge data.
• Assess data quality, identify root causes and prioritise remediation for gaps, duplication, aged records and ownership issues.
• Ensure internal teams and service partners fulfil agreed data ownership, stewardship and remediation responsibilities.
• Embed data quality requirements into ITSM processes, service transitions, supplier transitions and operational acceptance.
• Use ITSM data and operational insight to define and measure service experience improvements that reduce user effort, avoidable contact, misrouting and repeat interactions, working with service, process and platform owners to agree delivery.
• Assure CMDB, asset and configuration data quality with the IT Asset & Configuration Manager, and support reliable SIAM reporting through trusted source data.
• Report data quality health, risks, remediation progress and priorities through relevant governance forums.

PERSONAL PROFILE

• Experience in data quality, governance, analysis and remediation within a technology or service environment.
• Strong analytical skills, with the ability to identify root causes and turn findings into sustainable improvements.
• Experience using data quality measures, exception reporting, scorecards or remediation trackers to drive action.
• Experience using service data, user feedback and journey analysis to identify friction and define measurable improvements to operational service engagement.
• Strong stakeholder and supplier management skills, with the ability to establish ownership and accountability.
• Working knowledge of ITSM and ITIL processes; knowledge, CMDB, asset or configuration data experience is desirable.
• Pragmatic, structured and improvement-focused, with clear written and verbal communication skills.