Service Manager, Tech Service Management Operations

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.

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.

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.

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.

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.

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.

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.

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.