Job Title: Service Manager – Digital & E-Commerce IT Operations
Location: Gurugram (India) (IST/CET Working Hours)
Function: IT Domain Ops – Service Management
About The Role
We are seeking a skilled and proactive Service Manager to join our Digital and E-Commerce IT Operation team in adidas. In this role, you will drive operational excellence by managing day-to-day service delivery, leading incident and escalation management, and collaborating closely with stakeholders across global and market functions. You will ensure seamless application management services, with a consistent focus on customer experience, stability, and continuous improvement.
Key Responsibilities
Service Delivery & Operations:
- Ensure end-to-end IT service delivery for Digital and E-Commerce platforms.
- Monitor SLAs and KPIs for application and service performance, ensuring timely resolution of incidents and service requests.
- Accountable for incident, change, problem, and escalation management processes.
- Stakeholder & Escalation Management:
- Act as a primary point of contact for market stakeholders across the globe.
- Handle critical escalations in real-time, with a resolution-oriented mindset.
- Build trusted relationships with business and IT partners by delivering transparency and service excellence.
Vendor And Partner Governance
- Monitor performance of 3rd-party vendors and internal delivery partners.
- Oversee contractual SLAs, operational governance, and continuous delivery enhancements.
Leadership & Collaboration
- Guide and support the service operations team, ensuring alignment with organizational and customer objectives.
- Collaborate with cross-functional teams including Global IT, Platform Product Teams, and Market Ops to drive strategic improvements.
SecOps Service Management & Compliance
- Lead vulnerability and security incident management across assigned application portfolios.
- Drive remediation plans with service and platform teams for high/critical security vulnerabilities.
- Conduct periodic security and audit reviews, ensuring compliance with internal and external standards (e.g., ISO, SOC, GDPR).
- Collaborate with cybersecurity and risk teams to enhance posture and prepare for security assessments.
- Continuous Improvement & Innovation:
- Lead service reviews and identify improvement opportunities via root cause analysis, automation, and data insights.
- Contribute to the adoption of digital tools, AIOps, and GenAI capabilities in IT operations.
Technical Skills
- ITSM Tools: ServiceNow, BMC Remedy, Jira
- Incident & Problem Management: Root cause analysis, escalation handling
- Networking & Infra Awareness: Basic network and database understanding (SQL/NoSQL)
- DevOps & Automation: Knowledge of CI/CD pipelines and cloud-native operations (e.g., Docker, Git, Kubernetes)
- Cybersecurity: Familiarity with security compliance, audit, and risk management in production
- E-Commerce Platforms: Awareness of Shopify, Magento, Salesforce Commerce Cloud
- Analytics: Hands-on with dashboards and insights from tools like Power BI, Splunk, etc.
Soft Skills
- Excellent written and verbal communication skills
- Strong analytical, negotiation, and conflict resolution abilities
- Proven ability to work with distributed and multi-cultural teams
- Structured problem-solving mindset with customer-first approach
- Adaptability and ability to work under pressure
Key Relationships
- Global IT teams
- Digital and E-Commerce Product & Business Teams
- Market stakeholders across global.
- HR & Vendor Management Teams
Required Qualifications And Experience
- Bachelor’s/Master’s degree in IT, Computer Science, Engineering, or Business Administration
- 5+ years of relevant experience in IT Service Management
- 1–2 years of experience leading small teams or managing IT vendors
- ITIL Foundation Certification (preferred)
- Prior involvement in cross-functional global projects
- Proficient English (verbal and written)
- Experience working across diverse cultures and time zones
adidas celebrates diversity, supports inclusiveness and encourages individual expression in our workplace. We do not tolerate the harassment or discrimination toward any of our applicants or employees. We are an equal opportunity employer.
