Manager Tech Infrastructure

Date: Nov 2023 Page 1 of 3
Manager Tech Infrastructure
Area: adidas Tech
Subsidiary/Country: XXX
Location: XXX
GSMS Grade: M4
Number of Personnel Managed: see most recent Org Chart
Cost Center/Budget and/or Revenue Responsibility: Possible
Purpose & Overall Relevance for the Organization:
Market business expects solid and best in class infrastructure support services, service
management and project delivery. The Manager Tech Infrastructure will contribute heavily on
seamless running of IT services (day to day support) as well as project delivery (opening, closing
& revamp activities) across a specific adidas market.
He/she is also supporting the service quality of all end user services (e.g. Connectivity, Service
Desk, Onsite Support a.k.a. Field Services and End Device Management) in order to deliver the
right level of cross functional- or team services and actively participating with the Domain Product
Owners and Business Partners on any Infrastructure related project and support service.
Key Responsibilities:
Continual Improvement
• Expect to support continual improvement initiatives and promote collaboration with
relevant Domain Service Owners to highlight and contribute towards improvement
activities.
Relationship Management
• Your scope will be within a specific adidas market where you will be expected to foster
good stakeholder engagement/communications. Collect and use feedback from corporate
business users to increase quality of stakeholder management. You will be managing
expectations of the stakeholders to ensure everyone is understanding and updated on
agreed level of our service.
Date: Nov 2023 Page 2 of 3
Service Level Management
• Monitors service delivery performance metrics and liaises 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.
Demand Management
• Expect to receive and consolidate relevant market specific Tech Infrastructure demand
and liaises with managers into further execution.
Project Management
• You will be in charge of the various infrastructure projects (openings, closings & revamp)
which needs to be executed on time, in full and in budget.
• Included might be budget utilization for break & fix replacement as well as end of life
replacements of Tech hardware.
• In addition, strong PM collaboration is needed with Tech Core Domain Project
Management to execute on priority any projects that might come from domain side within
your market.
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.
Service Management
Incident Management
• Following agreed procedures, identifies, registers, and categorizes incidents.
• Gathers information to enable incident resolution and promptly allocates incidents as
appropriate.
• Maintains records and advises relevant persons of actions taken.
Problem Management
• Investigates problems in systems, processes, and services.
• Assists with the implementation of agreed remedies and preventative measures.
Date: Nov 2023 Page 3 of 3
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
• SPOC to local business team leads around overall service performance & escalation mgmt.
• External Service Providers for service review and service quality improvements.
Requisite Education and Experience / Minimum Qualifications:
• Four-year college or university degree or equivalent combination of education and
experience.
• Proficient spoken and written command of English
• At least 5-year experience in IT
• 2 years of experience in Infrastructure IT services & project management
• 1 years of experience in team management
• Understanding of different culture
• Participated in projects with people from other functions/markets