Global Service Excellence Manager

Há 1 mês


Porto, Porto, Portugal Adidas Tempo inteiro
Overview of Role

We are looking for an experienced Service Excellence Manager to join our EMEA Service Management team at Adidas. As a key member of the team, you will be responsible for leading support of regional operations and ensuring exceptional service delivery.

Key Responsibilities
  • Business Analysis: Conduct thorough analysis of business components, assess impact of changes or proposals, and provide recommendations to stakeholders.
  • Service Level Management: Monitor service delivery performance metrics using ITSM tools, collaborate with managers and customers to ensure SLAs are met, and facilitate proactive planning for potential service disruptions.
  • Vendor Management: Engage with vendors to ensure contractual agreements are enforced and properly followed.
  • Change Management: Work with project management teams to ensure readiness for change impacts and develop communication and reaction plans.
  • Problem Management: Investigate recurring issues in systems, processes, and services, implement agreed-upon remedies, and prevent future occurrences.
  • Incident Management: Adhere to ITIL standards, identify, register, and categorize incidents, gather information for resolution, and maintain records.
Required Skills and Qualifications
  • 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
Benefits
  • Competitive Salary: $80,000 - $110,000 per annum (dependent on location)
  • 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-the-Art Office Space and Conditions
Additional Information

This role requires strong risk and expectation management skills, excellent customer service skills, and fluent English language proficiency. If you are a self-driven team player with experience in service management, we encourage you to apply.



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