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Global Governance Manager, Operational Excellence


Carlstadt, NJ, US

Come, be part of our Tapestry.

Defined by inclusivity rather than exclusivity, Tapestry is a global house of brands that embraces the exploration of individuality. Every individual in our global house has the opportunity to make an impact, learn and be part of our growing, beautiful, and unique story.

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. We share a profound belief in both our individual and collective potential, and know that with hard work and dedication, anything is possible.


Primary Purpose:


This is a global position that acts as an interface between Tapestry Governance and the Technology Operations teams for ITIL Operations processes and vendor management.  The Global Governance Mgr - Operational Excellence will ensure that service levels for the technical Operations functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Operations teams are minimized. This position provides an expertise in ITIL v3 to support ITIL Service Operations processes in order to:

Integrate external suppliers and internal operations teams into the Information Technology Group’s ITIL Management Framework and enforce compliance through the establishment of performance reports

Liaise with the global organization for all major problems and incidents reported, providing technical direction and coordination to the resolver groups involved.

Conduct quantitative and qualitative analysis on the performance of critical internal and external IT management processes and develop recommendations to improve IT service delivery

Ensure Tapestry has the right amount of IS resources to support the business and determines if the current IS infrastructure is being utilized optimally by monitoring, analyzing and projecting whether the organization has sufficient computing capacity to meet the business needs.

Utilize ITSM best practices to ensure new and existing services are thoroughly understood, documented, and entered into the proper management tools..


The successful individual will serve as an expert in Vendor Management for Service Operations with focus on the following processes:


    •  Manage SLAs and vendor performance on daily, weekly and monthly basis.
    • Process vendor invoices

The successful individual will serve as Subject Matter Expert (SME) on the ITIL Management Framework for Service Operations with focus on the following processes:


·          Change Management in order to:  

 •       Drives implementation of standard execution of the Change Management process

•        Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with 


•        Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been

         backed out of have failed

•        Coordinates and manages the Change Management process activities globally to agreed global and local SLAs

•        Responsible for establishment and consistent application of the Change Management process through the correct

         integration of tools, resources, platforms, applications and databases

•        Assists in identifying and planning for Change Management process improvement projects

•        Supports Change Management reporting (KPIs and customer SLAs)

•        Assists the Change Management Global and Regional Process Owners in driving Service management best-practice

         and ITIL process standardization

•        Ensures all reporting and data is delivered in a timely manner

•        Implements standards and improves Change Management process execution efficiency

•        Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput)

         and process vulnerability (security)


           Service Request Fulfillment Management in order to:

o    Ensure received service requests are accurately registered, classified, and logged.

o    Act as a point of contact and end-to-end responsibility to ensure service requests have been fulfilled and processed.

o    Provide metrics and direction as to the fulfillment of existing and/or new service levels.


           Incident/Problem Management in order to:

o    Ensure received incidents are accurately registered, classified, and logged.

o    Attempt immediate restoration of failed IT services.

o    Communicate incidents to other IT resources as necessary

o    Own Problems under the retail service desk area to ensure they are processed and an acceptable end solution is deployed.



The accomplished individual will possess...


  • Excellent problem solving, analytical, critical thinking, communication, organization, task, and time management skills.
  • Ability to break down complex problems and incidents into smaller actionable components and develop a roadmap to incident equivalent.
  • Ability to communicate and translate business-impacting issues to executive leadership.
  • Understanding of Service Level Agreements and their application.
  • Experience working as a Problem / Incident / Change and or Capacity Manager, responsible for coordinating major problems and / or incidents and reporting.
  • Strong technical background in key aspects of IT infrastructure, including desktop hardware, enterprise applications, databases, storage, networks and all types of servers.
  • 2-3 years ITSM governance experience within an IT environment aligned with ITIL and / or IS0 20000.
  • Requires a broad knowledge of IT service delivery practices and business functions, the IT Asset and Configuration Management Lifecycle, and ITIL.
  • Strong familiarity and technical competence with asset management software and/or inventory-tracking systems, such as Service Now.
  • Exceptional understanding of Tapestry's goals and objectives.
  • Strong leadership skills.
  • Excellent written and oral communication skills.
  • Ability to present ideas in business-friendly and user-friendly terms.
  • Exceptional customer service orientation.
  • Experience with event & capacity management
  • Excellent analytical and problem-solving ability.
  • Strong understanding of infrastructure support
  • Experience with benchmarking
  • Proven experience in Data and trend analysis
  • Experience with creating peformance reports and executive dahsboards using data and metrics
  • Proven implementation of process improvements
  • Demonstrated experience in vendor management in the day-to-day activities related to supporting critical systems.
  •  Excellent analytical and problem-solving ability.
  • Demonstrated ability to establish and maintain working relationships with peers, clients and vendors.
  • Participate with vendors and common carriers during problem analysis/resolution as required.
  • Strong skills in project and problem management.

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. Visit Tapestry, Inc. at #LI-mh1

Req ID:  57021

Nearest Major Market: New York City
Nearest Secondary Market: Newark