Operations Manager Retail Infrastructure (m/f)

Job description

Country: Germany
Job Function: Information Technology

State / Province: Germany
Position Type: Full time

City / Location: Herzogenaurach
Brand: adidas Group

Relocation: Yes

At adidas Group, our love of sport drives who we are and what we do. But just as a ball is more than leather and thread, and a shoe more than padding and plastic, we are bigger than our products. We don’t just work to create faster shoes and lighter fabrics: We strive to help athletes everywhere perform their best. We believe that it’s hard work inventing the future of sport, and that’s why we love it; that when you push your limits, you make it possible for others to push theirs.

At adidas Group, this drive it what connects us, whether we’re working for TaylorMade, adidas, Reebok, or Rockport. We’re all working toward a future motivated by passion, original thinking, and the desire to build upon a proud legacy.

Purpose

Operations Manager develops standards and best practices for Infrastructure Retail Support Services and has the service delivery responsibility for Infrastructure Retail Support Services provided for adidas Group retail stores by Service Partners.

Operations Manager strives to continuously improve service quality, financial efficiency as well as customer satisfaction.

Key Accountabilities

· Responsible for day to day Infrastructure support services Retail Stores locations
· Manage external vendors/providers for service delivery
· Manage vendor/provider operational tasks, prepare operational report for key stakeholders
· Manage escalation and perform root cause analysis with vendors and internal organizations if there is quality issue
· Anticipate business and performance requirements by proactively initiating IT infrastructure evolutions
· Collect IT infrastructure demand and coordinates resource and priorities
· Supply and maintain IT capacities and planning
· Services, Systems and HW life cycle management
· Managing local infrastructure services according to global / regional / local Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s)
· SPOC for Retail IT and business for any infrastructure related incident or service request escalations
· continuously improve service quality, financial efficiency as well as customer satisfaction
· Provide governance to Retail IT and Local IT organizations based upon global HW / SW / process / solution standards and policies
· Innovate and communicate around the area of responsibility to bring service delivery and customer satisfaction to the next level

Knowledge, Capabilities and Experience

· Knowledge of methods and techniques applied in IT operations environment
· Technical proficiency and awareness in IT Infrastructure and IT Retail areas
· Communication skills, including the ability to develop and nurture good relationships with other parts of IT as well with business
· Experience in ITIL environment; ITIL certification is a plus
· Good understanding of new trends of technology and service management
· Analytical mind-set and out-of-the-box thinking
· Experience in customer sensing and customer focus

Qualifications

· Educated to at least degree level in a Business-Computing related subject or comparable qualification.
· 3 years of work experience within international IT environments. Experience required in IT Service Management. Project Management experience is a plus
· Very good in English both written and spoken

We're looking forward to receiving your application!

Check out this video of our adidas CIO on Digital Transformation: https://www.youtube.com/watch?v=idVw7BZ-09k&feature=youtu.be