Assistant Service Manager - Service Desk/Field Services/Network PortoJob Description: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 in the world. Become a part of our EMEA Service Management team! We are looking for an Assistant Service Manager who will be leading support of the biggest regional operations environment.What can you expect?Business analysis: Understanding how business components work and assessing 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.Vendor management: Engage with vendors to ensure that contractual agreements are measured and properly followed.Change management: Work with project management to ensure that service support teams are prepared for possible consequences and have communication and reaction plans.Problem management: Investigate recurring problems in systems, processes, and services, assisting with the implementation of remedies and preventative measures.Incident management: Identify, register, and categorize incidents according to ITIL standards, gathering information for resolution and maintaining records.Critical Incident management: Manage critical incidents as needed.Expectation and Relationship management: Implement stakeholder engagement plans, manage issues, and collect feedback to measure the effectiveness of stakeholder management.People Management: Be a self-driven team member who creates and reports on personal goals and adapts to changes.What are we looking for?We are looking for an enthusiastic and driven team member to serve our business according to ITIL standards and communicate globally with stakeholders in business and IT. You should have:Experience in critical incidents handling (Major incident management experience).At least 2 years of Service Management experience in a major MNC (preferably with Network providers). Cisco Network vendor certification is desirable (CCNA and above). Network administration experience with an understanding of WAN, SD-WAN, LAN, Firewall, IPS, Network Redundancy approaches, Switch, and Wi-Fi controller.At least 2 years of Retail service desk experience (Office and Distribution Centres experience appreciated), including Laptops, Mobiles, Meeting rooms, POS machines, mobile POS, Digital devices, and cabling management.Strong risk and expectation management skills.Excellent customer service skills.Fluent English language skills.Required skills:Functional process knowledge.ITSM tools (e.g., ServiceNow, 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.What are we offering?Competitive salary and benefits, hybrid work policy and flexible working hours, sports and life balance incentives, upskilling and internal growth (local and international), an international and diverse work environment, and state-of-the-art office space and conditions.
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