Director Service Management (m/f/d)

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:


Availability management

  • Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
  • Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.


Service level management

  • Ensures that service delivery meets agreed service levels.
  • Creates and maintains a catalogue of available services.
  • In consultation with the customer negotiates service level requirements and agrees service levels.
  • Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
  • Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.


Service acceptance

  • Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion.
  • Evaluates the quality of project outputs against agreed service acceptance criteria.



Change management

  • Develops implementation plans for complex requests for change.
  • Evaluates risks to the integrity of service environment inherent in proposed implementations (including availability, performance, security and compliance of the business services impacted).
  • Seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management.
  • Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.


Release and deployment

  • Leads the assessment, analysis, planning and design of release packages, including assessment of risk.
  • Liaises with business and IT partners on release scheduling and communication of progress.
  • Conducts post release reviews.
  • Ensures release processes and procedures are applied and that releases can be rolled back as needed.
  • Identifies, evaluates and manages the adoption of appropriate release and deployment tools, techniques and processes (including automation).


Capacity management

  • Manages capacity modelling and forecasting activities.
  • Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.
  • Provides advice to support the design of service components including designing in flexible and scalable capacity.
  • Works with business representatives to agree and implement short- and medium-term modifications to capacity.
  • Drafts and maintains standards and procedures for service component capacity management.
  • Ensures the correct implementation of standards and procedures.


Problem management

  • Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
  • Ensures that such problems are fully documented within the relevant reporting system(s).
  • Enables development of problem solutions.
  • Coordinates the implementation of agreed remedies and preventative measures.
  • Analyses patterns and trends.


Incident management

  • Ensures that incidents are handled according to agreed procedures.
  • Investigates escalated incidents to responsible service owners and seeks resolution.
  • Facilitates recovery, following resolution of incidents.
  • Ensures that resolved incidents are properly documented and closed.
  • Analyses causes of incidents and informs service owners in order to minimize probability of recurrence and contribute to service improvement.
  • Analyses metrics and reports on performance of incident management process.


Relationship management

  • Identifies the communications and relationship needs of stakeholder groups.
  • Translates communications/stakeholder engagement strategies into specific activities and deliverables.
  • Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans.
  • Provides informed feedback to assess and promote understanding.
  • Facilitates business decision-making processes.
  • Captures and disseminates technical and business information.


People Management / Resource Management


  • Supports resource planning and may have full responsibility in recruiting process.
  • Implements resource plans, including conducting recruitment interviews.
  • Facilitates selection, assessment and on-boarding processes, and internal resource allocation.
  • Contributes to transitioning of resources, complying with relevant statutory or external regulations and codes of good practice.
  • Ensures appropriate leadership skills are present at every level through creating a motivational and supportive work environment in which employees are coached, trained and provided with career opportunities through development
  • Allocates the different work to the respective employees considering experience, complexity, workload and organizational efficiency
  • Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
  • Provides team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives


Key Relationships:


  • Global IT
  • Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
  • HR Management
  • Controlling




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 10 -year experience in IT
  • 7 years of experience in relevant area
  • 5 years of experience in team management including professional
  • International Experience - ideally working abroad and mobile in leadership roles for multiple years and has functional/market experience in projects with a local/global perspective
  • Participated in a global project execution/ significant contribution to local/functional project

adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an Equal Opportunity Employer.

Job Title:  Director Service Management (m/f/d)

Brand:  adidas
Location:  Herzogenaurach
TEAM:  Information Technology
State:  BY
Country/Region:  DE
Contract Type:  Full time
Number:  367879
Date:  Nov 24, 2021