IT Operations Manager - 6 month fixed term



This position has the responsibility to ensure that IT Infrastructure service delivery is managed to support current and future business requirements in a user friendly, effective and efficient way. It also serves as the local operation management contact in all IT Infrastructure matters for key business stakeholders.



Key Responsibilities:


1. Technical Strategy & Planning


Continuity Management

  • Provides input to the service continuity planning process and implements resulting plans.


2. Business Change Management


Business Analysis

  • Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
  • Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration.
  • Works iteratively with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.


3. Service Design, Transition & Operations


Service Management

  • Managing Infrastructure Services for all sites in adidas. This includes all Offices, Distribution Centers, Retail Stores and Liaison Offices:
    • Fully leveraging all 4 global functional areas of IT Infrastructure: Service Desk & IT Service Management, Cloud & Connectivity, End Device Management and Digital Workplace, and enable the respective standardization, automation and consolidation roadmaps;
    • Managing local Infrastructure Services (incl. local IT Infra Budgets and IT Infra costs by business partners);
    • Ensure compliance of Infrastructure services according to global policies (e.g. IT Security, SW Licensing, Procurement, Cost Accounting).
  • Execution of global infrastructure rollouts in partnership with the functional infra areas
  • Market / country / site demand management and demand fulfillment


Availability Management

  • Contributes to the availability management process and its operation and performs defined availability management tasks.
  • Analyses service and component availability, reliability, maintainability and serviceability.
  • Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
  • Implements arrangements for disaster recovery and documents recovery procedures.
  • Conducts testing of recovery procedures.


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.
  • Enables proper application / platform or infrastructure improvements within service offering
  • Provides input for financial management within service offering (cost control, negotiations, purchasing).


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.


Change Management

  • Assesses, analyses, develops, documents and implements changes based on requests for change.
  • Local coordination of technical changes.
  • Facilitate communication with local user communities for new functionalities.


Release and Deployment

  • Assesses and analyses release components.
  • Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods – manual or automatic - and ensuring, where possible, information exchange with configuration management.
  • Ensures release processes and procedures are maintained.


Capacity Management

  • Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
  • Applies techniques to control the demand upon a particular resource or service.
  • Capacity planning for IT Infrastructure services in region, markets and sites (e.g. number of users, number and size of sites, utilized IT services by user communities).


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.
  • Drive x-functional Continuous Improvement Process for Infrastructure Service Delivery


Incident Management

  • Prioritizes 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 agree


4. Stakeholder & People Management


Relationship Management

  • Implements stakeholder engagement/ communications plans, including, for example; handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information.
  • Uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
  • Helps develop and enhance customer and stakeholder relationships.
  • Capturing business SLA requirements from and provide service reporting to business partners in region, markets and sites for IT Infrastructure services.
  • Business partnering with Market IT, Distribution IT, LO IT and other local business functions.


People Management

  • Build the appropriate structure to be able to manage the respective organization effectively, identify and develop the future talents and create realistic succession scenarios for key positions
  • Ensure appropriate leadership skills are present at every level by creating a motivational and supportive work environment in which employees are coached, trained and provided with career opportunities through development
  • Allocate the different projects/programs and work streams to the respective teams and employees considering experience, project complexity, workload and organizational efficiency
  • Continuously monitor and evaluate team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and make appropriate changes in order to meet business needs.
  • Provide team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives


5. Individual key responsibilities: 

  • Geographical responsibility: Netherlands.



Key Relationships:


  • Business Stakeholder / User
  • IT Project / Product Managers
  • Business Consultant / Analysts
  • Domain- and Solution Architects
  • IT Infrastructure
  • IT Security



Knowledge, Skills and Abilities:


  • Demonstrable Team Leading skills
  • In-Depth knowledge of Windows O/S, preferably Windows 10
  • Wireless Network Infrastructures
  • LAN/WAN Cabling
  • Vendor Management
  • English language (fluent)
  • Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed
  • Understanding the needs of the internal or external stakeholders and keeping them in mind when taking actions or making decisions
  • Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
  • Understanding the needs, objectives and constraints of those in other disciplines and functions.
  • Working co-operatively (rather than competitively) with others to achieve a common goal.



Requisite Education and Experience / Minimum Qualifications:


  • Four-year college or university degree with focus on IT, or equivalent combination of education and experience
  • A minimum of 4 years of progressive work experience, at least 2 in an IT / Service Management role.
Location:  Amsterdam
Country:  Netherlands
Team:  Information Technology
Brand:  adidas
Position Type:  Temp
Number:  189157
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