Assistant Service Manager - Service Desk/Field Services/Network Purpose & Overall Relevance for the Organization :At adidas, our belief is that "through sports we have the power to change lives" and our EU&EM Service Management team does exactly that by playing a key role in making adidas the best sports company of the world.We are currently 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. This Assistant Service Manager position 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 - 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 - Engage with Vendors to ensure that contractual agreements are measured and properly followed.Change management - 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 - Investigate recurring problems in systems, processes, and services. 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. Gather information to enable incident resolution and promptly allocate incidents as appropriate. Maintain record and advise relevant persons of actions taken.Critical Incident management - Ability to manage critical incidents if needed.Expectation and Relationship management - Implement stakeholder engagement/communications plan, deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collect and use feedback from customers and stakeholders to help measure effectiveness of stakeholder management.What are we looking for?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.2 years of service desk experience (Office and Distribution Centers experience will be appreciated), including Laptops, Mobiles, Meeting rooms, POS machines, mobile POS, Digital devices.Strong risk and expectation management skills.Self-driven team member, who is creating own goals and reporting on them.Ability to adapt to changes. Required skills: Functional process knowledge.Power BI capabilities (Nice to have).ITSM capabilities - Mandatory.ITIL or CCENT/CCNA/Network certification preferred.Clear communication across teams.Conflict Management/De-escalation together with stakeholders' expectation management. Key Relationships: Global IT.Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail).Product Owner.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.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.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.
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