IT Service Manager - Operations

Portland | United States | Information Technology

Key Responsibilities: 

Business Change Management

Business Analysis 

* Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation. 

* Assists in defining acceptance tests for these recommendations.

Service Design, Transition & Operations

Service Level Management

* Monitors service delivery performance metrics and liaises 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.

* Applies application / platform or infrastructure improvements within service offering

* Supports input for financial management within service offering (cost control, negotiations, purchasing)

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.

Problem Management

* Investigates problems in systems, processes and services. 

* Assists with the implementation of agreed remedies and preventative measures.

Service Acceptance

* Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. 

* Feeds into change management processes.

Change Management

* Develops, documents and implements changes based on requests for change. 

* Applies change control procedures.

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.

Individual key responsibilities

  • Key contact for NAM Business Users and other Global teams
  • Provide customer focused service management in SAP AFS environment
  • Drive resolution of issues related to SAP AFS related incidents, and provide escalation when appropriate.

Key Relationships: 

  • Business Stakeholder / User
  • Business Consultant / Analysts
  • Solution Architects
  • IT Infrastructure
  • IT Security

Knowledge, Skills and Abilities: 

  • English language (fluent)
  • Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting on the result, such that learning is identified and absorbed
  • Understanding the needs of the internal or external stakeholders and keeping them in mind when taking actions or making decisions 
  • Applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.
  • Understanding the needs, objectives and constraints of those in other disciplines and functions.
  • Working co-operatively (rather than competitively) with others to achieve a common goal.

Requisite Education and Experience / Minimum Qualifications: 

  • Four-year college or university degree with focus on IT, or equivalent combination of education and experience
  • Minimum of 5 years of progressive work experience, at least 2 years in an IT / Service Management role
  • SAP system experience required, AFS system experience preferred
Apply here

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.

At adidas, every day is a chance to flip the script. An invitation to take everything we know and re-invent it. Do it better. Never settling for good enough. Every day we get up, invent, adapt, improvise, find new ways to collaborate, and do the unexpected. We’re creators, makers and doers. Helping athletes make a difference, not just in their games, but in their lives and in their world. It’s an obsession.

We’ve been doing this for more than 65 years. With an unmatched history and tradition of creating iconic products, consumer connections and experiences, we’ve been defining sport culture since the beginning. And we’re never done. Come be a part of shaping the future together with us.

The Facts

Jobtitle IT Service Manager - Operations
Team Information Technology
Brand adidas
Location Portland
Country United States
Number 189685
Position Type Full time
Date Jan-31, 2019
Relocation yes

Sounds great for you? We would love to have you here.

Apply here

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Planet Sport - Working at adidas America in Portland, Oregon USA

Portland is home for adidas. At adidas Portland our purpose is to shape the future of sport because we believe that through sport, we have the power to change lives. We also believe that Portland, Oregon represents a better tomorrow. Located in the heart of our city we share the responsibility to role-model a better, more healthy future.

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