Manager - Service Management (Service Now)

Global Business Services (GBS) designs, builds and operates consistent end-to-end business solutions for adidas, delivering services in the areas of finance, non-trade procurement and human resources. This drives operating efficiency, better customer experience, company agility and decision making, and ensures the compliance and control environment. This is enabled through consistent end-to-end processes, strong, globally consistent governance of solutions and services, state of the art technology and tools, creativity, and continuous improvement.

Our vision for GBS Service Management is the alignment to customer segments’ expectations and goals, culminating in seamless, transparent, and frictionless interactions and service delivery. The active management of products or services to address business opportunities and customer/user needs and generate the greatest possible value for the business. The adoption and adaptation of product development models based on the context of the work and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.

Key Responsibilities

• Design, develop, and implement ServiceNow solutions based on business requirements.
• Develop and Manage ServiceNow Knowledge Management repository.
• Customize and configure ServiceNow modules, workflows, forms, and business rules.
• Collaborate with stakeholders to gather requirements for ServiceNow applications.
• Analyze requirements to prioritizes and owns the product backlog.
  
  

Business analysis

• Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
• Drives the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and identifies options for consideration.
• Drives selection of the requirements approach for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
• Defines and manages scoping, requirements definition and prioritization activities for initiatives of medium size and complexity.
• Facilitates input from stakeholders, provides constructive challenge and enables effective prioritization of requirements.
  
  

Release and deployment

• Ensures release processes and procedures are maintained.
  
  

Relationship management

• Creates stakeholder engagement/communications plan.
• Gather improvements, corrective actions, lessons learned.
• Collects stakeholder feedback to measure effectiveness of service provided.
• Develops and enhances customer and stakeholder relationships.
  
  

People Management / Resource Management

• Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
• Provides team members/direct reports with clear direction, coaching and targets that are aligned with business needs and GBS objectives.
  
  

Key Relationships

• GBS Operations Lead (Porto/Dalian/NAM/LAM)
• GBS Functions (HR, Finance, P2I, I2C)
• Global IT
  
  

Knowledge, Skills And Abilities

• Analytical thinking, solution oriented, clear, and structured way of working
• Strong ability to gain understanding of customers’ business processes and unmet needs, while also managing expectations and scope.
• Strong ability to develop and present new ideas, concepts, approaches, and solutions.
• Strong experience with agile development methods and with cross functional and regional projects.
• Ability to drive efforts under limited guidance.
• Excellent interpersonal skills & relations with ability to work effectively with stakeholders in complex, fast-paced organizations.
• Fluent in English both verbally and written.
  
  

Requisite Education And Experience / Minimum Qualifications

• About 8 years of overall experience, with 5 years of relevant work experience within the field of IT and Product Ownership.
• University degree in Business/Computer Science/Information Technology or equivalent.
• Experience in leading, developing, and coaching teams.