Assistant Service Manager - Service Desk/Field Services/Network

Assistant Service Manager - Service Desk/Field Services/Network, Porto

Client:

Location:

Porto, Portugal

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

bd30a3731828

Job Views:

5

Posted:

20.04.2025

Expiry Date:

04.06.2025

Job Description:

Purpose & Overall Relevance for the Organization:

At adidas, our belief is that “through sports we have the power to change lives”. Our EMEA Service Management team plays a key role in making adidas the best sports company in the world. Become a part of our EMEA Service Management team!

We are looking for an Assistant Service Manager who will be leading support of the biggest regional operations environment.

What can you expect?

1. Business analysis:
   Understanding of how business components are working and be able to assess the business impact for any critical situation, change or proposal. You will monitor service delivery performance metrics with the help of ITSM tools e.g. Aspen, Power BI and liaise 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. You will engage with Vendors to ensure that contractual agreements are measured and properly followed.
2. Change management:
   You will engage with project management to ensure that your and 3rd party provider services support teams are ready for the possible consequences and have a communication and reaction plans in hand. You will investigate recurring problems in systems, processes, and services. You will assist with the implementation of agreed remedies and preventative measures. Following agreed procedures according to ITIL standards, you will identify, register and categorize incidents. You will gather information to enable incident resolution and promptly allocate incidents as appropriate. You will maintain records and advise relevant persons of actions taken.
3. Critical Incident management:
   You will be able to manage critical incidents if needed.
4. Expectation and Relationship management:
   You implement stakeholder engagement/communications plan. You deal with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information. You collect and use feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. You help to develop and enhance customer and stakeholder relationships. You will be managing expectations of the business to ensure everyone understands and agrees to the level of our service.

People Management:

• Self-driven team member, who is creating own goals and reporting on them.
• Ability to adapt to changes.

What are we looking for?

We are looking for an enthusiastic and self-driven team member to serve our business according to ITIL standards as well as communicate globally with our stakeholders in business and IT.

• Critical incidents handling (Major incident management experience).
• At least one of the below bullet points of point # 2 must be matching:
• At least 2 years of Service Management experience in major MNC (preferably of Network providers). Cisco Network vendors certification is desirable (CCNA and above). Network administration experience together with clear understanding of WAN, SD-WAN, LAN, Firewall, IPS, Network Redundancy approaches, Switch and Wi-Fi controller. Information Security fundamentals knowledge.
• At least 2 years of Retail service desk experience (Office and Distribution Centres experience will be appreciated), including Laptops, Mobiles, Meeting rooms, POS machines, mobile POS, Digital devices, cabling management.
• Strong risk and expectation management skills.

Required skills:

• Functional process knowledge.
• Change Management.
• ITIL OR CCNA/Network certification preferred.
• Communication across teams.
• Conflict Management/De-escalation.

What are we offering?

• Competitive salary and benefits.
• Hybrid work policy and flexible working hours.
• Sports and work-life balance incentives.
• Upskilling and internal growth (local and international).
• International and diverse work environment.
• State-of-the-art office space and conditions.