Sr Service Manager

hace 5 días


Bogota, Colombia Adidas A tiempo completo

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 requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
- Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration.
- Works with stakeholders, to identify potential benefits and available options for consideration, and in defining acceptance tests.
- Contributes to selection of the business analysis methods, tools and techniques for projects; selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
- Availability management
Partner with internal and external resources to ensure system availability SLA’s are met.
- Service level management
Consistently meet or exceed minimum SLA (Service Level Agreement) expectations for Incident.
- Collaborate with internal and external teams to maintain high-level of service
- Service acceptance
- Change management
- Release and deployment
Assesses and analyses release components.
- Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods - manual or automatic - and ensuring, where possible, information exchange with configuration management.
- Ensures release processes and procedures are maintained.
- Capacity management
Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.
- Applies techniques to control the demand upon a particular resource or service.
- Contributes to capacity modelling and planning.
- Supports the design of service component capacity.
- Problem management
Initiates and monitors actions to investigate and resolve problems in systems, processes and services.
- Determines problem fixes/remedies.
- Assists with the implementation of agreed remedies and preventative measures.
- Incident management
Prioritizes and diagnoses incidents according to agreed procedures
- Investigates causes of incidents and seeks resolution.
- Escalates unresolved incidents.
- Facilitates recovery, following resolution of incidents.
- Documents and closes resolved incidents according to agreed procedures
- 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:

Global IT/DNA teams
- Regional Project Managers and Tech Consultants
- Respective business function (Finance, Ecom, SCM; Retail, etc.)
- Level 1 and Level 2 support teams
- Monitoring and SREs teams.
- Requisite Education and Experience / Minimum Qualifications:

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 7-year experience in IT
- Experience in team management
- Strong understanding & knowledge of regional and global market landscape and the respective customer
- Managed critical elements and cross functional and regional projects
- Experience in SAP and ITIL Framework.
- Understanding of SRE concepts
- Good to have: experience with Integration & Batch environments, ex. Tibco, XI, Kafka and Automic

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 o



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