Service Manager, Tech Service Management Operations

Purpose & Overall Relevance for the Organization

The Service Manager, Tech Service Management Operations plays a critical role in ensuring the stable and seamless operation of IT services across assigned adidas markets. This role is responsible for day-to-day operational stability, service quality, and continuous improvement across Infrastructure, End User Services, and local Applications in Japan.

Key Areas of Responsibility

• Application Service Management: Provide service management governance for local applications in Japan, drive continual improvement, and ensure operational stability, service quality, and lifecycle governance.
• Major Incident & Security Incident Management: Lead and coordinate resolution of major and security incidents affecting Japan, working with IT Security teams, global stakeholders, and vendors.
• Infrastructure Service Management: Work with Global HQ End User Services teams to deliver infrastructure services, with a focus on Service Desk (123) and Field Services (Onsite Support).
• Drive continual service improvement initiatives, including automation, MTTR reduction, incident prevention, and Shift-Left initiatives.
• Investigate issues across systems, services, and processes to identify root causes and support corrective and preventative actions.
• Monitor service delivery performance, ensure SLA compliance, and engage stakeholders when service degradation risks are identified.
• Engage with local vendors when required to ensure contractual compliance and track vendor performance.
• Support resource planning, recruiting, work allocation, workload monitoring, and team targets when required.

Key Relationships

• Global Infrastructure (Tech Core) Service Owners
• External Service Providers
• IT Security Teams

Minimum Qualifications

• Four-year college or university degree, or equivalent education and experience.
• Fluent spoken and written Japanese and business-level English.
• Minimum 10 years of IT experience.
• At least 5 years of experience in Infrastructure IT services.
• Minimum 3 years of experience in Infrastructure Operations or Application Operations.
• Experience with ServiceNow or a similar tool.
• Ability to work effectively in multicultural and cross-regional environments.

Our Culture

adidas fosters an athlete’s mindset through courage, ownership, innovation, teamplay, integrity, and respect, with a strong commitment to diversity, equity, and inclusion.