Adidas ASSISTANT SERVICE MANAGER 

China, Shanghai, Yangpu District 

831595669

Purpose & Overall Relevance for the Organization

• -Understanding of how business components are working and be able to assess 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 without the stakeholders being given the opportunity of planning for a deterioration in service.
• Vendor management-Engage with Vendors to ensure that contractual agreements are measured and properly followed
• Change management-Engage with project management to ensure that your and 3rd party provider services support teams are ready for the possible consequences and have a communication and reaction plans in hand
• Problem management-Investigate recurring problems in systems, processes, and services.Assist with the implementation of agreed remedies and preventative measures.
• Incident management-Following agreed procedures according to ITIL standards, you will identify, register, and categorize incidents.Gather information to enable incident resolution and promptly allocate incidents as appropriate.Maintain record and advise relevant persons of actions taken.
• Critical Incident management-Ability to manage critical incidents if needed
• Expectation and Relationship management-Implement stakeholder engagement/communications plan, deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. Collect and use feedback from customers and stakeholders to helpmeasure effectiveness of stakeholder management.

What are we looking for?

• Critical incidents handling (Major incident management experience)
• At least one of the belowbullet points of point #2must be matching:
• At least 2 years of Service Management experience in major MNC (preferable of Network providers). Cisco Network vendors certification is desirable (CCNA and above). Network administration experience together with clear understanding of WAN, SD-WAN, LAN, Firewall, IPS, Network Redundancy approaches, Switch and Wi-Fi controller. Information Security fundamentals knowledge.
• 2 years of service desk experience (Office and Distribution Centers experience will be appreciated),including Laptops, Mobiles, Meeting rooms, POS machines, mobile POS, Digital devices.
• Strong risk and expectation management skills
• Self-driven team member, who is creating own goals and reporting on them
• Ability to adapt to changes
• Excellent customer service skills
• Fluent English language

Required skills:

• Functional process knowledge

• ITSM tools e.g., Service now
• Power BI capabilities (Nice to have)
• ITSM capabilities - Mandatory
• ITIL or CCENT/CCNA/Network certification preferred
• Stakeholder management
• Clear communication across teams
• Customer experience skills (End-User/Customer Satisfaction)
• Continuous Service Improvement
• Conflict Management/De-escalation together with stakeholders’ expectation management

Key Relationships:

• Global IT
• Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
• Product Owner
• External Vendors

What are we offering?

• Competitive salary and benefits

• 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-art office space and conditions