Managed IT Services

  • Feb, Wed, 2025
  • Blog
  • 3 minutes Read

Global Blue is a world leader in tax-free shopping solutions and a strategic payments partner for retailers. Over the past 40 years, they’ve helped merchants enhance performance and elevate the shopping experience for international travelers.

For more than a decade, Bunker Technical Solutions has been a trusted IT partner to Global Blue. Our engagement began in 2011 supporting the Media and Marketing teams in London. Over time, our role expanded to include Key Merchant Services across the UK, and eventually full ICT Field Service Operations across the UK and Ireland.

ICT Field Service Operations

In 2017, Bunker assumed responsibility for Global Blue’s entire UK & Ireland field service operation. Our team of five full-time engineers provided:

  • End-user support for more than 80 staff across Windows and Apple devices

  • Close collaboration with Global IT hubs in Vienna and Singapore

  • Management of POS machines and tax-free terminals across 6,000 retail locations

  • Onsite service at flagship destinations such as Bicester Village and UK airports

Because payment terminals are high-risk assets, Bunker deployed strict PCI-compliant processes covering device build, installation, asset tracking, and recycling. As Global Blue’s infrastructure evolved from local servers to cloud-based and SD-WAN solutions, we adapted seamlessly, integrating with their ITSM platform to provide smooth project delivery and day-to-day escalation handling.

“Bunker provided consistent, personalised, and professional service during a period of major change. Their responsiveness enabled us to deliver at the highest level for our clients.”

Hamish Fielder, UK IT Director

Key Merchant Support

As Global Blue strengthened its relationships with premium retailers, Bunker was brought in to deliver white-glove IT support. Our role has included:

  • First-line support for Global Blue software and hardware in key merchant sites

  • Setup and ongoing management of exclusive customer lounges within high-end retail stores

  • Network, compute, and device deployment

  • VIP service-level definition and monitoring

This personalised service has helped Global Blue differentiate itself in a competitive market, ensuring its top-tier merchants receive exceptional levels of care.

Media Services Support

Our partnership began in 2011 with support for Global Blue’s London Media Services teams, including:

  • Design and deployment of an Apple Mac-based studio environment

  • Integration of Mac desktop systems with company infrastructure

  • Network and server setup, SLA-backed support, and service desk integration

  • Implementation of a Digital Asset Management (DAM) platform

  • Enabling remote work for an expanding digital team

These services provided a strong foundation for the growth of Global Blue’s creative operations.

ICT Project Support

Bunker has also supported large-scale rollout projects, including:

  • Deployment of PCI-compliant, contactless payment devices managed by a dedicated project manager

  • Rollout of six cash kiosks in London’s high-end department stores and additional refund kiosks across multiple sites

  • Strict governance for cash-handling operations, including access control and vendor coordination for replenishment and maintenance

Results

Over the last decade, Bunker Technology has evolved from a media support partner into Global Blue’s trusted IT operations provider across the UK & Ireland. By delivering reliable field services, VIP-level merchant support, and secure, compliant infrastructure projects, we have enabled Global Blue to maintain its reputation as the world’s leading tax-free shopping and payments partner.

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