Purpose & Overall Relevance for the Organization:

At adidas, our belief is that “through sports we have the power to change lives”, and our Service Management team is doing exactly that while working in our SAP Landscape and having an active role on our move to S/4 Hana, that will enable us to be the best and most digital sports company in the world. We are looking for an enthusiastic and self-driven Senior Service Manager who will support, through communication and collaboration with global technical experts and business counterparts, a successful and stable production environment, according to the ITIL standards.

What can you expect? 

• Business analysis - Investigate operational needs and problems, understand how business components are working and be able to assess the business impact for any critical situation, change or proposal
• Service level management - Monitor service delivery performance metrics with the help of ITSM tools e.g., Aspen, Micro strategy/Power BI and liaise with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
• Service acceptance- Engage with project management to confirm that products developed meet the service acceptance criteria and are adherent to the required standard (only during project handovers), while feeding into the change management processes.
• Vendor management  - Engage with Vendors to ensure that contractual agreements are measured and properly followed as well as proposing and tracking Vendors success
• Change management - Engage with project management to confirm that products developed meet the service acceptance criteria and are adherent to the required standard.
• Release and deployment - Use the tools and techniques for specific areas of release and deployment activities. Administer the recording of activities, logging of results and documents technical activity undertaken.
• Problem management - Investigate recurring problems in systems, processes, and services. And assist with the implementation of agreed remedies and preventative measures.
• Incident management - Following agreed procedures according to ITIL standards, you will identify, register and categorize incidents.
• Critical Incident management - Be abble to setup and manage critical incident management teams (both internal and external) if needed
• Expectation and relationship management - Implement stakeholder engagement/communications plan in order to deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. 

People Management / Resource Management:

• May be involved and gives some input on hiring Transition decisions
• 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

What are we looking for? 

• At least 7-year experience in IT
• 5 years of experience in IT Service Management
• Strong understanding & knowledge of regional and global market landscape and the respective customer
• Eager to learn and develop
• Managed successfully critical elements and cross functional and regional projects
• Familiar with critical incidents handling (Major incident experience)
• ITIL certification for Service Management
• Broad experience with ITSM tools e.g., Service now, MicroStrategy/Power BI
• Excellent customer service skills
• Managing diverse teams across different markets including remote teams
• Strong leadership (proven track of people mentoring and coaching)
• Ability to take end to end responsibility for the team
• Strong risk and expectation management skills
• Proficient spoken and written in English

What are we offering? 

• Competitive salary and benefits 
• Hybrid work policy and flexible working hours 
• Sports and work-life balance incentives 
• Upskilling and internal growth (local and international) 
• International and diverse work environment 
• State-of-art office space and conditions