Service Manager

adidas; Bogotá; Presencial; COP 120.000.000 - 190.000.000; Jornada completa

Descripción de la vacante

adidas in Bogotá seeks an experienced IT Service Manager to lead IT service management, change management, and release activities. You will ensure SLA adherence and partner with business teams to deliver reliable IT services.

The role requires a four-year degree in IT or related field, at least 5 years in IT, and strong English communication. You will guide a team and collaborate across cultures within our global brand.

Formación

• Four-year college or university degree with focus on IT or related areas.
• Proficient spoken and written command of English.
• At least 5-years’ experience in IT.
• 2 years of experience in relevant area.
• 1 year of experience in team management.
• Understanding of different cultures.

Responsabilidades

• Investigates operational needs and opportunities, contributing to recommendations for improvements in processes and organization.
• Assists in defining acceptance tests for recommendations.
• Monitors service delivery performance metrics and liaises with managers and customers to ensure that SLAs are not breached without stakeholders being informed.
• Engages with project management to confirm products meet service acceptance criteria and standards.
• Gathers information to enable incident resolution and logs activities; may provide early life support and remediation measures.

Conocimientos

IT Service Management

Change Management

Release & Deployment

Team Leadership

Business Analysis

English Proficiency

Educación

Bachelor's degree in IT or related field

Descripción del empleo

Purpose & Overall Relevance for the Organization:

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.

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.
• 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.
• 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

• Develops, documents, and implements changes based on requests for change.

Release and deployment

• Uses the tools and techniques for specific areas of release and deployment activities.
• Administers the recording of activities, logging of results and documents technical activity undertaken.
• May carry out early life support activities such as providing support advice to initial users.
• Investigates problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures.
• Following agreed procedures, identifies, registers, and categorizes incidents.
• Gathers information to enable incident resolution and promptly allocate incidents as appropriate.
• Maintains records and advises relevant people of actions taken.

If required: 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

Key Relationships:

• Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)

Requisite Education and Experience / Minimum Qualifications:

• 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-years’ experience in IT
• 2 years of experience in relevant area
• 1 year of experience in team management
• Understanding of different cultures

AT 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 and learn new and better ways of doing things.
• TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.
• INTEGRITY: Play by the rules. Hold yourself and others accountable to our company’s standards.
• RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.

At adidas, we strongly believe that embedding diversity, equity, and inclusion (DEI) into our culture and talent processes gives our employees a sense of belonging and our brand a real competitive advantage.

– Culture Starts With People, It Starts With You –

By recruiting talent and developing our people to reflect the rich diversity of our consumers and communities, we foster a culture of inclusion that engages our employees and authentically connects our brand with our consumers.