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Service Manager - Sales Services (M/F/D)

País : Portugal Portugal

Distrito : Porto

Categoria : Comercial/ Vendas

Tipo de contrato : Efetivo

Tipo de emprego : A tempo inteiro

Descrição do cargo

Purpose & Overall Relevance for the Organization:

At adidas, our belief is that "through sports we have the power to change lives".

Our EMEA Service Management team plays a key role in making adidas the best sports company of the world.

Become a part of our EMEA Service Management team! We are looking for a Service Manager who will support - in collaboration with technical experts and business counterparts - a successful and stable production environment.

What can you expect?

  • Business analysis
Understanding of how business components are working and be able to assess the business impact for any critical situation, change or proposal

  • Service level management:
You will monitor service delivery performance metrics with the help of ITSM tools e.g. Aspen, Power BI and liaise 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.

  • Vendor management
You will engage with Vendors to ensure that contractual agreements are measured and properly followed as well as proposing and tracking Vendors success

  • Change management
You will engage with project management to ensure that your and 3rd party provider services support teams are ready for the possible consequences and have a communication and reaction plans in hand

  • Problem management
You will investigate recurring problems in systems, processes, and services.

You will assist with the implementation of agreed remedies and preventative measures.

  • Incident management
Following agreed procedures according to ITIL standards, you will identify, register and categorize incidents.

You will gather information to enable incident resolution and promptly allocate incidents as appropriate.

You will maintain record and advise relevant persons of actions taken.

  • Critical Incident management
You will be able to setup and manage critical incident management teams (both internal and external) if needed

  • Expectation and Relationship management
You implement stakeholder engagement/communications plan. You deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. You collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management. You help to develop and enhance customer and stakeholder relationship. You will be managing expectations of the most important stakeholders to ensure everyone is understanding and agreed to level of our service

People Management / Resource Management:

  • 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.
  • Motivates, coaches and inspires a team
  • Managing team skillset required
  • Provides team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives)
What are we looking for?

We are looking for an enthusiastic and self-driven leader to serve our business according to the ITIL standards as well as communicate globally to our stakeholders in business and IT

  • You possess excellent customer service skills
  • You have critical/major incidents handling experience
  • You´re fluent in English language written and spoken
  • Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
  • You have at least 5 years of experience in IT
  • You have 3 years of experience in IT Service Management, ideally in Retail
  • You have a mutual understanding of different culture
  • Participated in projects with people from other functions/markets
Required skills:

  • Functional process knowledge
  • Strong SAP knowledge, in particular SAP AFS, SAP Retail and SAP CAR
  • ITSM tools e.g., Service now, Power BI
  • Incident Management
  • Problem Management
  • Change Management
  • Vendor Management
  • ITIL certified
  • Stakeholder management
  • Communication across teams
  • Customer experience skills (End-User/Customer Satisfaction)
  • Continuous Service Improvement
  • Conflict Management/De-escalation together with stakeholders' expectation management
What are we offering?

  • Competitive salary, bonus, and benefits
  • Hybrid work policy and flexible working hours
  • Sports and work-life balance incentives
  • Upskilling and internal growth (local and international)
  • International and diverse work environment
  • State-of-art office space and conditions
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