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About the Role

Lead and manage 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. The position serves as the primary escalation point for IT service issues and is responsible for maintaining high service levels, infrastructure availability, operational excellence, and continuous improvement.

Responsibilities

Lead and oversee all IT Helpdesk operations supporting Corporate Offices and Retail Stores.
Ensure timely resolution of incidents, service requests, and escalations with SLAs.
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 and maintain support processes aligned with ITIL best practices.
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.
Coordinate infrastructure upgrades, patching, hardware refreshes, and technology standardization initiatives.
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 and maintain store technology standards and operational procedures.
Manage outsourced Helpdesk and Infrastructure support providers.
Establish performance expectations and monitor vendor 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.
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 and Modern Workplace solutions, Network & 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 PCI DSS and regulatory requirements.
Ensure endpoints, network, and user access controls are maintained appropriately.
Build strong 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.

Requirements

Bachelor’s degree in information technology, Computer Science, or related field.
5+ years of experience in IT Infrastructure, Service Desk, or IT Operations management.
Proven experience managing IT services across multiple locations.
Experience supporting both Retail and Corporate technology environments.
Experience managing outsourced IT service providers and vendor relationships.
Solid technical knowledge of 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.

Skills

IT Infrastructure
Service Desk
IT Operations management
Meraki Cloud
ServiceNow
Ivanti Management
Microsoft 365
PCI DSS

Location

Japan

Work Type

Full-time

Experience Level

5+ years of experience

Education Level

Bachelor’s degree

About the Company

Michael Kors is a world-renowned, award-winning designer of luxury accessories and ready-to-wear.
Established in 1981, the company produces a range of products under Michael Kors Collection, Michael Kors, and Michael Kors Mens, including accessories, ready-to-wear, footwear, watches, jewelry, and fragrance.
Michael Kors stores are operated in prestigious cities worldwide and the company operates digital flagships across North America, Europe, and Asia, offering customers a seamless omnichannel experience.
Michael Kors has a sharp focus on providing customers with accessories and clothes that are consistently polished, chic, relaxed, and glamorous.
Kors has been the recipient of numerous industry awards and accolades within the fashion industry.
Michael Kors is a passionate supporter of God’s Love We Deliver, a New York-based non-profit organization.
In 2013, Michael Kors launched “Watch Hunger Stop,” partnering with the United Nations World Food Programme (WFP) to help fight world hunger.
Proceeds from annual special-edition products and other targeted initiatives help provide food to children through WFP’s school meals program.
To date, Michael Kors has helped WFP deliver over 35 million meals to hungry children.

Equal Opportunity

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 CapriTalentAcquisition@CapriHoldings.com.