Market business expects solid and best-in-class infrastructure support services, service management, and project delivery. The Assistant Manager Tech Infrastructure will contribute to the seamless running of IT services, including day-to-day support, as well as project delivery for opening, closing, and revamp activities across a specific adidas market or country.
The role supports the service quality of end-user services such as Connectivity, Service Desk, Onsite Support (Field Services), and End Device Management. It also involves active participation with Domain Product Owners and Business Partners on infrastructure-related projects and support services.
Key Responsibilities
- Continual Improvement: Participate in continual improvement initiatives and collaborate with relevant Domain Service Owners to identify and contribute to improvement activities.
- Relationship Management: Support stakeholder engagement and communications within a specific adidas market, keeping stakeholders informed about agreed service levels.
- Service Level Management: Monitor and log the actual service provided against the requirements of service level agreements.
- Project Management: Manage smaller infrastructure projects, ensuring they are executed on time, in full, and within budget. Engage with local vendors and monitor vendor performance where required.
- Service Management and Incident Management: Oversee external vendor incident-management process compliance with ITIL standards and global process governance. Keep business stakeholders updated on elevated incidents.
- Problem Management: Investigate problems in systems, processes, and services, and assist with implementing agreed remedies and preventative measures.
Key Relationships
- Global Infrastructure (Tech Core) Service Owners for service improvements and vendor performance metrics
- Local business team members as the single point of contact for overall service performance and escalation management
- External Service Providers for service reviews and service quality improvements
Required Education and Experience
- Four-year college or university degree focused on Business Administration, IT, or a related area, or an equivalent combination of education and experience
- Proficient spoken and written English
- At least 3 years of experience in IT
- At least 1 year of experience in a relevant area
Culture and Inclusion
At adidas, employees are encouraged to demonstrate courage, ownership, innovation, teamplay, integrity, and respect. adidas is committed to embedding diversity, equity, and inclusion into its culture and talent processes.