Service Manager

hace 6 meses

Zaragoza, España Adidas A tiempo completo

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._
- Service Manager- 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 Niche Field Services e.g. Retail Traffic Counting Service for all adidas end-users within Retail Stores worldwide.
Maximizing business value & efficiencies of Niche Field Services through optimal governance, process standardization & Continuous Service Improvement.
Delivering best-in-class end-user experience via automation, 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
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
At least 2-year experience in IT Service Management; Project Management experience is a plus
Working experience in managing external service provider
Working experience with any of the following products is a plus: Service-Now, Jira, Confluence
Know-how in relevant ITIL Processes; ITIL or similar certification is a plus
Foundational knowledge, technical proficiency and awareness in IT Infrastructure e.g. end user computing, connectivity, service desk
Communication skills, including the ability to develop and nurture good relationships with other parts of IT as well with business
Good understanding of new trends of technology and service management
Analytical mind-set and out-of-the-box thinking
Experience in customer sensing and customer focus
- Main technologies we use:
ServiceNow
Jira/Confluence
Agile methodologies: Kanban
- What we offer:Be part of a company where digital transformation, innovation and continuous improvement are core principles of our culture.
-Join a team of talented and passionate IT professionals, with a lot of opportunities to learn, grow and reach your expectations.
-Individual development, training, and a tech community.
-Sport friendly environment, great work-life balance, and flexibility.
-Competitive salary, benefits, and valuable discounts on adidas & Reebok products.
-Hybrid Work Setup: enjoy the advantages of a flexible remote work environment (within Spain) combined with the amazing onsite facilities and culture.
- To be the best sports company in the world, you need the best talents within your teams._
- THROUGH SPORT, WE HAVE THE POWER TO CHANGE LIVESAT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE’S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.

COURAGE: Speak up when you see an opportunity; step up when you see a need..

OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.

INNOVATION: Elevate to win. Be curious, test an

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