Senior Service Manager - Purpose & Overall Relevance for the Organization: IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization.
It ensures that the appropriate mix of people, processes, and technology are in place to provide value.
Key Responsibilities: Business Analysis: Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
Works with stakeholders to identify potential benefits and available options for service improvement and in defining acceptance tests.
Availability Management: Defines the availability management process and its operation and executes defined availability management tasks.
Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
Implements arrangements for disaster recovery and documents recovery procedures.
Service Level Management: Monitors service delivery against service level agreements and identifies actions required to maintain or improve levels of service.
Engages with project management to confirm that products developed meet the service acceptance criteria and ensures hand-over to support is established and accepted.
Change Management: Assesses, analyses, develops, documents, and implements changes based on requests for change.
Release and Deployment: Plans and executes deployments for various product modules from lower to upper environments with minimum dependency and overlap between modules.
Participates in Go-Live planning with product owner and DevOps manager.
Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods.
Capacity Management: Designs service component capacity and monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
Incident Management: Ensures a smooth incident management process from diagnosis, prioritization to investigation of incidents and seeks resolution.
Steering operational support partners to ensure quality support and minimal response and resolution time.
Problem Management: Initiates and monitors actions to investigate and resolve problems in systems, processes, and services.
Determines problem fixes/remedies and ensures the implementation of agreed remedies and preventative measures.
People Management / Resource Management: Allocates different work to the respective employees considering experience, complexity, workload, and organizational efficiency.
Continuously monitors and evaluates team workload and organizational efficiency and makes appropriate changes to meet business needs.
Requisite Education and Experience / Minimum Qualifications: Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience.
Proficient spoken and written command of English.
At least 7 years of experience in IT.
5 years of experience in a relevant area.
2 years of experience in team management.
Managed critical elements and cross-functional and regional projects.
Preferred knowledge of Identity & Access management and related products e.g., AD/AAD, SailPoint, and Thycotic.
What We Want to Offer: You will join us as a full team member enriching our IT team and capabilities to even better push forward with more projects to make adidas a better place.
Together and individually we will use, contribute and release open source.
You will be working in a flexible and family-friendly environment and culture.
We have options for cab service, food, nice and modern office, and other benefits that you'll love.
Through Sport, We Have the Power to Change Lives: At adidas, we have a winning culture.
But to win, physical power is not enough.
Just like athletes, our employees need mental strength in their game.
We foster the athlete's mindset through a set of behaviors that we want to enable and develop in our people and that are at the core of our unique company culture - the 3Cs: Confidence, Collaboration, and Creativity.
Confidence allows athletes to make quick decisions on the field, to reach higher.
For us at adidas, confidence means acknowledging that we don't have all the answers.
But we are willing to take risks, we try new things.
And if we fail, then this is part of our learning - it helps us improve.
Collaboration: Every elite athlete relies on partners: coaches, teammates, and nutritionists.
We, too, know that we are stronger together.
Winning as one team takes open and candid dialogue, inclusiveness, and trust in each other's abilities and talents.
Creativity: Being the best sports company in the world takes creativity.
No great athlete succeeds by copying their predecessors' training plans and strategies.
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