Senior Manager Tech Infrastructure

Purpose & Overall Relevance for the Organization:

The Market Business expects a robust and best-in-class technology infrastructure, exceptional service management, and efficient project delivery. The Senior Manager Tech Infrastructure will be responsible for ensuring the seamless operation of the IT infrastructure through day-to-day support, project delivery, and standardization of technology infrastructure in accordance with global standards across designated adidas locations/sites (Offices, Retail, and Distribution Centers).

Key responsibilities include advocating for business-oriented tech core products and services while striving to maintain tech infrastructure availability and reliability. This role will enable strategic initiatives and operational effectiveness within the local tech infrastructure landscape.

Additionally, the Senior Manager will play a crucial role in aligning local needs with the appropriate setup of tech core products and services, ensuring the quality of tech infrastructure end-user services, including Connectivity, Service Desk, Onsite Support (Field Services), Digital Workplace, and End Device Management.

Key Responsibilities:  

Continual Improvement

• Expect to focus on a continual improvement drive and promote collaboration with relevant Business Partners, Product Domains, and Service Owners to highlight and contribute towards improvement activities.

Relationship Management

• Implements stakeholder engagement/communications plan. 
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. 
• Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management, products, and services.
• Helps develop and enhance customer and stakeholder relationships.

Service Level Management

• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. 
• Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.

Demand Management

• Expect to collect and consolidate relevant market specific Tech Infrastructure demand and coordinate resource and priorities for project execution across your adidas market and in full alignment with Tech Core Domain team.

Project Management

• Defines, documents, and carries out assigned projects or sub-projects (e.g. store or office opening) alone or with a small (external) team, actively participating in all phases. 
• Identifies, assesses, and manages risks to the success of the project. 
• Applies appropriate project management methods and tools whether predictive (plandriven) approaches or adaptive (iterative/agile) approaches. 
• Agrees project approach with stakeholders, and prepares realistic plans (including quality, risk, and communications plans) and tracks activities against the project schedule, managing stakeholder involvement as appropriate. 
• Monitors costs, timescales and resources used, and takes action where these deviate from agreed tolerances. 
• Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded.
• In addition, strong PM alignment is needed with Tech Core Domain Project Management to execute on priority any projects that might come from domain side within your market(s).

If required: Supplier Management 

• Your team could be expected to engage with local vendors to ensure that contractual agreements are compliant, measured and adhered to as well as proposing and tracking vendor performance.

Service Management

Incident Management

• Priorities and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents. 
• Facilitates recovery, following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Get involved and contribute to resolution of Major incidents impacting the area of responsibility.
• Manage Incidents Backlog in the area of Responsibility

Problem Management

• Initiates and monitors actions to investigate and resolve problems in systems, processes, and services. 
• Determines problem fixes/remedies. 
• Assists with the implementation of agreed remedies and preventative measures.
• Actively participate in post morten discussion and occasially lead post morten discussion for Reactive Problems resulted from Critical Incidents.

If required: People Management / Resource Management:  

• Supports resource planning and have responsibility in recruiting process. 
• Recommend and support in allocating 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 Tech systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
• Provides team members/direct reports with clear instruction and targets that are aligned with driving business value and Tech objectives.

If required: Budget Management:  

• Responsible for CAPEX and KSR Management in the area of responsibility.
• Manage forecasts and expenditures according to the adidas cost accounting policies, including periodic charge and reclass mechanisms for the cost centers and iCodes.
• Periodic report and control all the related Cost Centers and iCodes.
• Closely monitor income expenses and accruals.

Key Relationships: 

• Global Infrastructure (Tech Core) Service Owners for service improvements and vendor performance metrics.
• SPOC to local business team leads around overall service performance & escalation mgmt.
• External Service Providers for service review and service quality improvements.
• Delivery Hub Tech Structures

Requisite Education and Experience / Minimum Qualifications: 

• Four-year college or university degree or equivalent combination of education and experience.
• Proficient spoken and written command of English 
• At least 7-year experience in IT 
• 5 years of experience in Infrastructure IT services & project management
• 2 years of experience in team management
• Strong understanding & knowledge of regional and global market landscape and the respective customer  
• Managed critical elements and cross functional and regional projects