IT Service Manager

Purpose & Overall Relevance for the Organization


The role is split into a local and regional component

  1. The service manager is responsible for managing the application support, including identifying of platform improvement areas and driving the optimization. He/she will serve as the point of contact for business operations and other group functions, be part of the BDC management team, and align IT targets with overall deliverables for the BDC.
  2. The service manager and his team are also working and collaborating on a regional level and in conjunction with the service managers in the Americas and with the Director IT Distribution. This role also acts as the stand in Manager for the Director IT Distribution NAM.


Key Responsibilities


Day-to-day operations

  • Manage the day to day application operations. Applications in scope are Warehouse Management System, Warehouse Control Systems, related interfaces and local applications used to improve operations efficiency.
  • Manage the evaluation of continuous improvements/RFCs and implement accordingly
  • Develop and administer monitoring of application / system KPIs
  • Ensure that the agreed SLAs are met and ensure set up of 24x7 coverage where necessary within team structure, be part of escalation on call rotation


Service management

  • Manage external support partners and 3rd party vendors
  • Capacity management in cooperation with business stakeholders
  • Manage escalations and reporting during service interruptions as per defined global standards
  • Act as the single point of contact for business and IT teams for all issues/questions
  • Conduct monthly service review with support partner and reporting to business. Contribute to monthly KPI reviews and DC Uptime tracking
  • Actively manage the annual budget cycle in your area of responsibility and plan hardware renewals and contract extensions
  • Contribute to the future IT Distribution Strategy


Project support

  • Provide with  your team local expertise to project roll outs in your area of responsibility in close collaboration with the project organisation of IT Distribution


People management

  • Contribute to the appropriate support structure in order to manage the respective organization effectively, identify and develop future talents and create realistic succession scenarios for key positions
  • Ensure appropriate technical skills are present and create a motivational and supportive work environment in which employees are coached, trained and provided with career opportunities through development
  • Provide team members/direct reports with clear direction and targets that are in line with business needs and TECH IT Distribution
  • Accountable for performance and objective settings of assigned team members


Individual key responsibilities

  • Build a cohesive and skilled team with clearly defined roles and responsibilities locally and regionally as part of the wider regional IT Distribution support team
  • Manage skill-up/re-skill needs based on individual development plans
  • Partner with other GIT teams, including Market IT group, to ensure smooth day to day operation across systems
  • Partner with business units to ensure priorities are addressed and to provide operational excellence
  • Ensure all department employees are properly trained to perform their jobs safely and efficiently.
  • Provide guidance and direction for the local IT Level 1 Infrastructure team in tandem with the Senior Infrastructure Manager
  • Maintain all Occupational Health & Safety Act safety standards, including all reporting of accidents, injuries, damages and potential threats to safety
  • Document and review with the Director IT Distribution and the onsite HR Manager any employee performance problems for possible disciplinary action
  • Other duties as required and directed by the Director IT Distribution


Knowledge Skills and Abilities

  • Leadership, Coaching & mentoring skills with his/her direct reports
  • Advanced presentation and communication (verbal and written) skills across different levels within a global organization
  • Analytical mind-set
  • Good knowledge and experience in Warehouse Management Systems and Warehouse Control Systems, including interfaces, Manhattan experience is an advantage
  • Working knowledge in complex Distribution Center processes
  • Ability to mediate and build consensus between cross-functional stakeholders with different objectives
  • Ability to work independently towards and achieve targets and deadlines
  • Strong verbal and written communication skills in English



  • College/University degree from an accredited institution in a related field
  • Knowledge in related functional area, preferably in the sports and/or fashion business
  • At least 3 years of progressive work experience in a support role or a functional position
  • Experience in managing external partners/vendors
  • Practical experience and mastery of MS-Excel, MS-Word, MS-Powerpoint, and MS 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:  IT Service Manager

Brand:  adidas
Location:  Brantford
TEAM:  Information Technology
State:  ON
Country/Region:  CA
Contract Type:  Full time
Number:  454178
Date:  Jun 17, 2022