Purpose & Overall Relevance for the Organization
Market business expects solid and best in class infrastructure support services, service management and project delivery. The Manager Tech Infrastructure will contribute heavily on seamless running of IT services (day to day support) as well as project delivery (opening, closing & revamp activities) across a specific adidas market.
He/she is also supporting the service quality of all end user services (e.g. Connectivity, Service Desk, Onsite Support a.k.a. Field Services and End Device Management) in order to deliver the right level of cross functional- or team services and actively participating with the Domain Product Owners and Business Partners on any Infrastructure related project and support service.
Key Responsibilities
Continual Improvement Expect to support continual improvement initiatives and promote collaboration with relevant Domain Service Owners to highlight and contribute towards improvement activities. Relationship Management Your scope will be within a specific adidas market where you will be expected to foster good stakeholder engagement/communications. Collect and use feedback from corporate business users to increase quality of stakeholder management. You will be managing expectations of the stakeholders to ensure everyone is understanding and updated on agreed level of our service. 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. Demand Management Expect to receive and consolidate relevant market specific Tech Infrastructure demand and liaises with managers into further execution. Project Management You will be in charge of the various infrastructure projects (openings, closings & revamp) which needs to be executed on time, in full and in budget. Included might be budget utilization for break & fix replacement as well as end of life replacements of Tech hardware. In addition, strong PM collaboration is needed with Tech Core Domain Project Management to execute on priority any projects that might come from domain side within your market. If required: Supplier Management You could be expected to engage with local vendors to ensure that contractual agreements are compliant, measured and adhered to as well as proposing and tracking vendor performance. Service Management Incident Management Following agreed procedures, identifies, registers, and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken. Problem Management Investigates problems in systems, processes, and services. Assists with the implementation of agreed remedies and preventative measures.
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If required: People Management / Resource Management
- Supports resource planning and have responsibility in recruiting process.
- Recommend and support in allocating 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 Tech systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
- Provides team members/direct reports with clear instruction and targets that are aligned with driving business value and Tech objectives.
Key Relationships
- Global Infrastructure (Tech Core) Service Owners for service improvements and vendor
- performance metrics
- SPOC to local business team leads around overall service performance & escalation mgmt.
- External Service Providers for service review and service quality improvements.
Requisite Education and Experience / Minimum Qualifications
- Four-year college or university degree or equivalent combination of education and experience.
