Michael Kors

Owns multi-brand luxury fashion houses

IT Operations Manager

IT OperationsConfirmed live in the last 24 hours

Full-timeTokyo, JapanNo salary listedHybrid

About the Job

Requirements

A bachelor's degree in information technology, computer science, or a related field is required.
At least five years of experience in IT infrastructure, service desk, or IT operations management is required.
Experience managing IT services across multiple locations is required.
Experience supporting both retail and corporate technology environments is required.
Experience managing outsourced IT service providers and vendor relationships is required.
Strong command of spoken and written English is required.
Strong knowledge of networking, Windows environments, and Microsoft 365 is required.
Knowledge of retail technology ecosystems, endpoint management, and cloud technologies is required.
Analytical, problem-solving, and decision-making capabilities are required.
Communication and stakeholder-management skills are required.

Responsibilities

Lead and oversee IT Helpdesk operations supporting corporate offices and retail stores.
Ensure timely resolution of incidents, service requests, and escalations in accordance with service-level agreements.
Act as the highest operational escalation point for major incidents and business-critical outages.
Monitor service desk performance using key performance indicators, ticket trends, resolution times, and customer satisfaction metrics.
Drive continuous improvement initiatives to enhance user experience and service quality.
Establish and maintain support processes aligned with Information Technology Infrastructure Library best practices.
Own the operational stability, performance, and availability of IT infrastructure environments.
Manage infrastructure supporting corporate offices, retail stores, warehouses and distribution centers, and remote or mobile workers.
Oversee network infrastructure, including local area networks, wide area networks, and Wi-Fi using Meraki Cloud.
Oversee servers and cloud platforms using ServiceNow.
Oversee end-user and mobile devices using Ivanti Management.
Oversee Microsoft 365 services, including Copilot and co-work environments.
Oversee printing, collaboration technologies, and retail store technology platforms.
Coordinate infrastructure upgrades, patching, hardware refreshes, and technology standardization initiatives.
Ensure stable operations of store technology environments, including point-of-sale systems, payment devices, store networking, mobile devices, digital solutions, and store back-office systems.
Partner with Retail Operations to support business continuity and peak trading periods.
Lead resolution efforts for store-critical incidents to minimize business impact.
Develop and maintain store technology standards and operational procedures.
Manage outsourced Helpdesk and infrastructure support providers.
Establish performance expectations and monitor vendor service-level agreement compliance.
Conduct regular service review meetings and performance assessments.
Ensure vendors deliver high-quality support services while maintaining cost efficiency.
Manage support contracts, renewals, and service improvement plans.
Lead major incident management processes and communications.
Drive root-cause analysis activities for recurring issues.
Implement corrective and preventive actions to improve service stability.
Govern change management activities to minimize operational risks.
Ensure proper documentation and adherence to change-control procedures.
Lead infrastructure-related projects from planning through implementation.
Collaborate with regional and global IT teams on strategic initiatives.
Support technology transformation projects, including cloud adoption, modern workplace solutions, network enhancements, and retail technology enhancements.
Identify opportunities for automation, operational efficiency, and service optimization.
Ensure infrastructure and support services comply with corporate security standards and policies.
Partner with Cybersecurity teams to address vulnerabilities and audit findings.
Support compliance initiatives, including Payment Card Industry Data Security Standard requirements and other regulatory requirements.
Ensure endpoint, network, and user access controls are maintained appropriately.
Build relationships with business leaders, retail operations teams, and global stakeholders.
Communicate service performance, risks, issues, and improvement plans regularly.
Serve as the primary IT operational liaison between business stakeholders and technology teams.
Provide executive reporting on service health, operational metrics, and infrastructure performance.

Desired Qualifications

Experience in retail or consumer-facing industries is preferred.

Michael Kors is always interested in hearing from talented, globally-minded individuals with a passion for fashion.

If you enjoy working in a creative, fast-paced environment, then we would love to hear from you!

—

Reporting to:Senior Director, IT Japan & Korea
Team:2 Outsourcing Vendors

Who You Are:

The IT Infrastructure & Service Desk Manageris responsible forleading and managing all IT support operations across Corporate Offices, Retail Stores,Data Centers, and Remote Users within Japan.

This role oversees the end-to-end delivery of IT Helpdesk services, IT infrastructure operations, and outsourced support teams, ensuring stable, secure, and efficient technology services for business users and retail operations.

The position serves as the primary escalation point for IT service issues andis responsible formaintaininghigh service levels, infrastructure availability, operational excellence, and continuous improvement across the IT environment.

The successful candidate will work closely with business stakeholders, global IT teams, vendors, and managed service providers to ensure technology services effectively support business growth and operational requirements.

WhatYou’llDo:

IT Service Desk Leadership

Lead and oversee all IT Helpdesk operations supporting Corporate Offices and Retail Stores.

Ensuretimelyresolution of incidents, service requests, and escalationswithSLAs.

Act as the highest operational escalation point for major incidents and business-critical outages.

Monitor service desk performance through KPIs, ticket trends, resolution times, and customer satisfaction metrics.

Drive continuous improvement initiatives to enhance user experience and service quality.

Establish andmaintainsupport processes aligned withITILbest practices.

Infrastructure Operations Management

Own the operational stability, performance, and availability of all IT infrastructure environments.

Manage infrastructure supporting Corporate Offices, Retail Stores, Warehouses and Distribution Centers, and Remote/Mobile Workforce.

Network infrastructure (LAN, WAN, Wi-Fiwith Meraki Cloud)

Servers and cloud platformswith ServiceNow

End-user computing devices and mobile devicesin Ivanti Management

Microsoft 365 servicesincluding co-pilot, co-work environment

Printing and collaboration technologies

Retail store technology platforms

Coordinate infrastructure upgrades, patching, hardware refreshes, and technology standardization initiatives.

Retail Store Technology Support

Ensure stable operations of all store technology environments including POS systems, payment devices, store networking, mobile devices, digital solutions, and store back-office systems.

Partner with Retail Operations teams to support business continuity and peak trading periods.

Lead resolution efforts for store-critical incidents to minimize business impact.

Develop andmaintainstore technology standards and operational procedures.

Vendor & Outsourced Service Management

Manage outsourced Helpdesk and Infrastructure support providers.

Establish performance expectations andmonitorvendor SLA compliance.

Conduct regular service review meetings and performance assessments.

Ensure vendors deliver high-quality support services while maintaining cost efficiency.

Manage support contracts, renewals, and service improvement plans.

Incident, Problem & Change Management

Lead Major Incident Management processes and communications.

Drive root cause analysis activities for recurring issues.

Implement corrective and preventive actions to improve service stability.

Govern Change Management activities to minimize operational risks.

Ensure proper documentation and adherence to change control procedures.

Infrastructure Projects & Continuous Improvement

Lead infrastructure-related projects from planning through implementation.

Collaborate with regional and global IT teams on strategic initiatives.

Support technology transformation projects including:

Cloud adoption and Modern Workplace solutions

Network &Retail technology enhancements

Identifyopportunities for automation, operational efficiency, and service optimization.

Security & Compliance

Ensure infrastructure and support servicescomply withcorporate security standards and policies.

Partner with Cybersecurity teams to address vulnerabilities and audit findings.

Support compliance initiatives including PCI DSS and regulatory requirements.

Ensure endpoints, network, and user access controls aremaintainedappropriately.

Stakeholder Management

Build strong relationships with business leaders, retail operations teams, andglobalstakeholders.

Communicate service performance, risks, issues, and improvement plans regularly.

Serve as the primary IT operational liaison between business stakeholders and technology teams.

Provide executive reporting on service health, operational metrics, and infrastructure performance.

WhatYou’llBring:

We’relooking for someone with the following experience and skills — but thesearen’tset in stone. If you bring something extra to the table,we’dlove to hear from you!

Bachelor’s degree in information technology, Computer Science, or related field.

5+ years of experience inIT Infrastructure,Service Desk, or IT Operations management.

Proven experience managingIT services acrossmultiple locations.

Experience supportingboth Retail and Corporate technologyenvironments.

Experience managing outsourced IT service providers and vendor relationships.

Solid technical knowledge of:

Strong command of English, both verbal and written

Networking, Windows environments, Microsoft 365

Retail technology ecosystems

Endpoint management and cloud technologies

Strong analytical, problem-solving, and decision-making capabilities.

Excellent communication and stakeholder management skills.

Experience in retail or consumer-facing industries is preferred

Key Success Measures

Service Desk SLA Achievement
Major Incident Reduction
Retail Store Technology Stability
Security & Compliance Adherence
Infrastructure Availability / Uptime
End User Satisfaction
Vendor Performance Compliance
Operational Cost Efficiency

—

The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

—

At Capri Holdings Limited, we are committed to providing a fair and accessible recruitment process. If you require a reasonable accommodation for the interview or application process, please contact our Talent Acquisition team at [email protected].

About the Company

Michael Kors

Owns multi-brand luxury fashion houses

Michael Kors is a luxury fashion brand that creates accessible luxury clothing, bags, shoes, and accessories. Its product line emphasizes chic, comfortable designs that appeal to a global audience seeking elevated everyday wear. The core brand began under Michael Kors and expanded into a broader fashion group through acquisitions, later rebranding to Capri Holdings Limited to reflect a diversified portfolio. Capri Holdings grew by adding Jimmy Choo and Versace, expanding its presence in the luxury market. In 2023, Capri Holdings was acquired by Tapestry, Inc., forming a larger umbrella of luxury brands, though the deal faced regulatory scrutiny from the U.S. Federal Trade Commission in 2024 over competition concerns. The company's goal is to build a leading global luxury fashion group by combining strong brand names, expanding product categories, and leveraging scale across design, manufacturing, and retail channels.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Los Angeles, CA
Founded: 1981

Recently Posted Jobs

Explore more opportunities at Michael Kors

See more jobs