Service Manager

adidas; Colombia; Presencial; COP 90.000.000 - 140.000.000; Jornada completa

Descripción de la vacante

adidas is seeking an experienced IT Service Manager in Colombia to oversee service delivery, change management, and release activities. You will collaborate with Global IT and business functions to ensure SLAs are met and incidents are resolved efficiently.

Responsibilities include evaluating operational needs, defining tests, and coaching the team. A minimum of 5 years in IT with leadership experience is required; English proficiency is essential.

Formación

• Bachelor's degree or equivalent in Business Admin or IT.
• Proficient English communication.
• 5+ years IT experience.
• 2 years in a relevant area.
• 1 year leading a team.

Responsabilidades

• Investigates operational needs and opportunities, recommending improvements in processes and organization.
• Assists in defining acceptance tests for recommendations.
• Monitors service delivery performance against SLAs with stakeholders.
• Ensures products meet service acceptance criteria and standards.
• Feeds into change management processes and approvals.
• Develops and implements changes via change control procedures.
• Manages release and deployment activities and logs results.
• Provides early life support and user guidance where appropriate.
• Investigates problems and implements remedies and preventative measures.

Conocimientos

English proficiency

IT experience

Team management

Educación

Four-year college or university degree in Business Administration or IT or related areas

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.

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.

Change management

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

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.

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 allocate incidents as appropriate.

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

• Global IT
• Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
• HR Management
• Controlling

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

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.