Service Manager, Tech Service Management Operations (Tokyo, Tokyo, JP) @ adidas

<div> <div> <p><span>Purpose &amp; Overall Relevance for the Organization:</span><span> </span></p> </div> <div> <p><span>The business expects reliable, best</span>‑<span>in</span>‑<span>class Infrastructure and Application support services, strong service management, and effective project delivery.</span> <br><span>The </span><span>Service Manager, Tech Service Management Operations</span><span> plays a critical role in ensuring the stable and seamless operation of IT services across the assigned adidas markets.</span><span> </span></p> </div> <div> <p><span><span>This role </span><span>is responsible for</span><span> the </span></span><span>day</span>‑<span>to</span>‑<span>day operational stability of IT services</span><span>, as well as service quality and continuous improvement across Infrastructure, End User Services, and local Applications. The position supports the </span><span>Japan markets</span><span>, with a strong focus on service excellence, stakeholder engagement, and cross</span>‑<span>functional collaboration.</span><span> </span></p> </div> <div> <p><span>The role also leads </span><span>Major Incident and Security Incident management for Japan</span><span><span>, working closely with global teams, domain product owners, business partners, and vendors to ensure </span><span>timely</span><span> resolution, risk mitigation, and continuous service improvement.</span></span><span> </span></p> </div> <div> <p><span>Key Areas of Responsibility</span><span> </span></p> </div> <div> <p><span><span>1</span><span>. Application Service Management</span></span><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Provide service management governance for local applications in the Japan market.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Partner with Local Application Service Owners to recommend and drive continual improvement initiatives.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Ensure operational stability, service quality, and lifecycle governance for local applications.</span><span> </span></p> </li> </ul> </div> </div> <div> <div> <p><span><span>2</span><span>. Major Incident &amp; Security Incident Management </span></span><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Lead and coordinate the resolution of Major Incidents and Security Incidents impacting the Japan market.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Perform security</span>‑<span>related operational activities as required to mitigate risks and eliminate security threats to local applications.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Collaborate closely with IT Security teams, global stakeholders, and vendors during incidents and post</span>‑<span>incident reviews.</span><span> </span></p> </li> </ul> </div> <div> <p><span><span>3</span><span>. Infrastructure Service Management</span></span><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Work closely with Global HQ End User Services teams to deliver world</span>‑<span>class Infrastructure services.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Primary focus areas include Service Desk (123) and Field Services (Onsite Support), while also supporting other Infrastructure services as required.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Ensure consistent service quality, performance monitoring, and adherence to agreed service levels across markets.</span><span> </span></p> </li> </ul> </div> <div> <p><span>Key Responsibilities</span> <br><span> </span></p> </div> <div> <p><span>Service Management</span><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Drive </span><span>continual service improvement initiatives</span><span> in collaboration with Domain Service Owners, strategic vendors, and platform operations teams.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Contribute to improvement activities such as </span><span>automation, MTTR reduction, incident prevention, and Shift</span>‑<span>Left initiatives</span><span>.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Investigate issues across systems, services, and processes to identify root causes.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Support the implementation of agreed corrective and preventative actions.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Monitor service delivery performance and ensure SLA compliance; proactively engage stakeholders when service degradation risks are identified.</span><span> </span></p> </li> </ul> </div> <div> <p><span> </span></p> </div> <div> <p><span>If required:</span><span> Supplier Management </span><span> </span></p> </div> <div> <p><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>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.</span><span> </span></p> </li> </ul> </div> <div> <p><span> </span></p> </div> </div> <div> <div> <p><span>If required:</span><span> </span><span>People Management / Resource Management: </span><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Supports resource planning and have responsibility in recruiting process. </span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Recommend and support in allocating the different work to the respective employees considering experience, complexity, workload and organizational efficiency</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>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.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Provides team members/direct reports with clear instruction and targets that are aligned with driving business value and Tech objectives. </span><span> </span></p> </li> </ul> </div> <div> <p><span>Key Relationships: </span><span> </span></p> </div> <div> <p><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Global Infrastructure (Tech Core) Service Owners for service improvements and vendor performance metrics</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>External Service Providers – service delivery, performance reviews, and quality improvement initiatives. </span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>IT Security Teams – security incident response and remediation.</span><span> </span></p> </li> </ul> </div> <div> <p><span> </span></p> </div> <div> <p><span>Requisite Education and Experience / Minimum Qualifications: </span><span> </span></p> </div> <div> <p><span> </span></p> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Four-year college or university degree or equivalent combination of education and experience.</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Fluent spoken and written Japanese and business level English. </span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Minimum 10 years of IT experience. </span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>At least 5 years of experience in Infrastructure IT services. </span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Minimum 3 years of experience in either Infrastructure Operations or Application Operations. </span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>ServiceNow application or similar tool experiences</span><span> </span></p> </li> </ul> </div> <div> <ul style="list-style-type:disc"> <li> <p><span>Strong ability to work effectively in multicultural and cross</span>‑<span>regional environments.</span><span> </span></p> </li> </ul> </div> </div> <div> <p><span> </span></p> </div> <div> <p><span> </span></p> </div> <div> <p><span> </span></p> </div>