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    Service Manager SAP - Denver, United States - Adidas AG

    Adidas AG
    Adidas AG Denver, United States

    2 weeks ago

    Default job background
    Description

    Purpose & Overall Relevance for the Organization

    IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization.

    It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

    Requisite Education and Experience / Minimum Qualifications

    • University degree with focus on IT or related areas.
    • Proficient spoken and written command of English
    • At least 5 years experience in IT and team management.
    • Participated in projects with people from other functions/markets.
    • Experience in SAP and ITIL Framework.
    • Good to have: experience on retail.

    Key Responsibilities

    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 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.

    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

    • Uses the tools and techniques for specific areas of release and deployment activities.
    • Administers the recording of activities, logging of results and documents technical activity undertaken.
    • May carry out early life support activities such as providing support advice to initial users.

    Problem management

    • Investigates problems in systems, processes and services.
    • Assists with the implementation of agreed remedies and preventative measures.

    Incident management

    • Following agreed procedures, identifies, registers and categorises incidents.
    • Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
    • Maintains records and advises relevant persons of actions taken.

    Resource Management:

    • May be involved and gives some input on hiring Transition decisions
    • Ensures appropriate leadership skills are present at every level through creating a motivational and supportive work environment in which employees are coached, trained and provided with career opportunities through development
    • Allocates the different work to the respective employees considering experience, complexity, workload and organizational efficiency
    • Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
    • Provides team members/direct reports with clear direction and targets that are aligned with business needs and GIT objectives

    Job Title:
    Service Manager SAP - Omnichannel


    Location:
    Bogota

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