Manager Tech Infrastructure

Market business expects solid and best in class infrastructure support services, service management, and project delivery. The Manager Tech Infrastructure will contribute heavily to the 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) to deliver the right level of cross-functional or team services and actively participate 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 the quality of stakeholder management. You will be managing expectations of the stakeholders to ensure everyone is understanding and updated on the 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 liaise with managers into further execution.

Project Management

• You will be in charge of the various infrastructure projects (openings, closings & revamp) which need 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 the 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.

If required:

People Management / Resource Management:

• Supports resource planning and has 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, 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 management.
• 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.
• Proficient spoken and written command of English.
• At least 5-year experience in IT.
• 2 years of experience in Infrastructure IT services & project management.
• 1 year of experience in team management.
• Understanding of different cultures.
• Participation in projects with people from other functions/markets.