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Service Manager - Connectivity

Service Manager – Connectivity

At adidas, our love for sport drives who we are and what we do. But just as a ball is more than leather and thread, and a show more than padding and plastic, we are bigger than our products. We don't just work to create faster shoes and lighter fabrics. We strive to help athletes everywhere perform their best. We believe that it's hard work inventing the future of sport, and that's why we love it; that when you push your limits, you make it possible for others to push theirs.

We believe that through Sport, we have the power to change lives.

To change lives, we have to create direct relationships with consumers and the best way to accelerate building direct relationships is through Digital. 

Purpose:

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.

  • Providing Connectivity services and 3rd Level Support for all adidas end-users within Workplace, Liaison Offices, Retail Stores, and Distribution Centers/Warehouses worldwide.
  • Maximizing business value & efficiencies of Connectivity Services through optimal governance, process standardization & Continuous Service Improvement.
  • Delivering best-in-class end-user experience via automation, robotics, and state-of-the-art digital technologies, to create efficiencies and become the industry-leading in modern-day tech support.

Key Responsibilities:

  • Business analysis
    • Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization
    • Assists in defining acceptance tests for these recommendations.
  • Service level management
    • Monitors service delivery performance metrics and liaises 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
    • Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
    • Feeds into change management processes.
  • Problem management
    • Investigates problems in systems, processes and services.
    • Assists with the implementation of agreed remedies and preventative measures.
  • Incident management
    • Following agreed procedures, identifies, registers and categorizes incidents.
    • Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
    • Maintains records and advises relevant persons of actions taken.

 

What we are looking for:

  • 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 5-year experience in IT
  • 2 years of experience in Service Management
  • 1 year of experience in team management
  • Understanding of different culture
  • Working experience and background of advantage in Connectivity
  • Strong communication skills, verbal and in writing
  • Passionate in strategic thinking
  • Experience working in agile teams

 

What we offer:

  • A global role
  • You will understand your product and its area with all it’s integrations
  • You will be continuously learning the latest tech from internal trainings, experienced colleagues, conferences, and trainings
  • You will attend Scrum ceremonies, including daily stand ups, refinements and retrospectives
  • You will engage with key stakeholders

 

Technologies used: 

  • ServiceNow
  • PowerBI
  • Agile methodologies: Scrum/Kanban

 

To be the best sports company in the world, you need the best talents within your teams.
If you are looking for growing professionally within adidas, we are happy to receive your application.

THROUGH SPORT, WE HAVE THE POWER TO CHANGE LIVES

Check out the adidas developer portal to see our latest projects, platforms and tech stacks: https://adidas.github.io

 

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:  Service Manager - Connectivity

Brand:  adidas
Location:  Zaragoza
TEAM:  Information Technology
State:  Z
Country/Region:  ES
Contract Type:  Full time
Number:  386831
Date:  Jan 15, 2022