Assistant Service Manager - Service Desk/Field Services/Network

at  Adidas

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 Assistant Service Manager who will be leading support of a biggest regional operations 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

• 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 manage critical incidents 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 business to ensure everyone is understanding and agreed to level of our service

People Management:

• Self-driven team member, who is creating own goals and reporting on them
• Ability to adapt to changes

What are we looking for?

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

• Critical incidents handling (Major incident management experience)
• At least one of the below bullet points of point # 2 must be matching:
• At least 2 years of Service Management experience in major MNC (preferable of Network providers). Cisco Network vendors certification is desirable (CCNA and above). Network administration experience together with clear understanding of WAN ,SD-WAN, LAN, Firewall, IPS, Network Redundancy approaches, Switch and Wi-Fi controller. Information Security fundamentals knowledge
• At least 2 years of Retail service desk experience (Office and Distribution Centres experience will be appreciated), including Laptops, Mobiles , Meeting rooms, POS machines, mobile POS, Digital devices, cabling management
• Strong risk and expectation management skills
• Excellent customer service skills
• Fluent English language

Required skills:

• Functional process knowledge
• ITSM tools e.g., Service now, Power BI
• Incident Management
• Problem Management
• Change Management
• ITIL OR CCNA/Network certification preferred
• 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 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

• Change managemen