職務内容
Purpose & Overall Relevance for the Organization:
The business expects reliable, best ‑ in ‑ class Infrastructure and Application support services, strong service management, and effective project delivery.
The Service Manager, Tech Service Management Operations plays a critical role in ensuring the stable and seamless operation of IT services across the assigned adidas markets.
This role is responsible for the day ‑ to ‑ day operational stability of IT services , as well as service quality and continuous improvement across Infrastructure, End User Services, and local Applications. The position supports the Japan markets , with a strong focus on service excellence, stakeholder engagement, and cross ‑ functional collaboration.
The role also leads Major Incident and Security Incident management for Japan , working closely with global teams, domain product owners, business partners, and vendors to ensure timely resolution, risk mitigation, and continuous service improvement.
Key Areas of Responsibility
1 . Application Service Management
• Provide service management governance for local applications in the Japan market.
• Partner with Local Application Service Owners to recommend and drive continual improvement initiatives.
• Ensure operational stability, service quality, and lifecycle governance for local applications.
2 . Major Incident & Security Incident Management
• Lead and coordinate the resolution of Major Incidents and Security Incidents impacting the Japan market.
• Perform security ‑ related operational activities as required to mitigate risks and eliminate security threats to local applications.
• Collaborate closely with IT Security teams, global stakeholders, and vendors during incidents and post ‑ incident reviews.
3 . Infrastructure Service Management
• Work closely with Global HQ End User Services teams to deliver world ‑ class Infrastructure services.
• Primary focus areas include Service Desk (123) and Field Services (Onsite Support), while also supporting other Infrastructure services as required.
• Ensure consistent service quality, performance monitoring, and adherence to agreed service levels across markets.
Key Responsibilities
Service Management
• Drive continual service improvement initiatives in collaboration with Domain Service Owners, strategic vendors, and platform operations teams.
• Contribute to improvement activities such as automation, MTTR reduction, incident prevention, and Shift ‑ Left initiatives .
• Investigate issues across systems, services, and processes to identify root causes.
• Support the implementation of agreed corrective and preventative actions.
• Monitor service delivery performance and ensure SLA compliance; proactively engage stakeholders when service degradation risks are identified.
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.
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
• External Service Providers – service delivery, performance reviews, and quality improvement initiatives.
• IT Security Teams – security incident response and remediation.
Requisite Education and Experience / Minimum Qualifications:
• Four-year college or university degree or equivalent combination of 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 either Infrastructure Operations or Application Operations.
• ServiceNow application or similar tool experiences
• Strong ability to work effectively in multicultural and cross ‑ regional environments.
