Global Service Excellence Manager
Há 1 mês
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.
- 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
- 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
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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