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Service Manager

ID: von_17415189
Full time
Bucharest
Middle
20-02-2025
Responsabilități
  • Educate internal partners in terms of our processes
  • Understand customer expectations and optimize the Service Management processes with functional teams
  • Act as Service Delivery representative and assure customers they can have confidence in Adobe
  • Ensure all teams are integrated into the standard Service Management processes: Incident, Problem, and Change Mgmt plus CSI
  • Analyze and provide visibility into the incident, problem, and change management data to call out key data, trends, and areas of improvement, for assigned solutions
  • Partner with solution teams to ensure that the configuration management database is complete and accurate to drive Service Management Processes
  • Work closely with Problem Management, Program Management, Engineering, and Operations teams to prioritize and drive problem resolutions
  • Work closely with Customer Care teams to ensure that customer critical issues are resolved appropriately
  • Schedule and conduct incident reviews with incident partners to identify root-cause problems
Cerințe
  • Able to grasp complex technical concepts & translate them into a simple-to-understand language
  • Able to act in the implementation of new processes & improvement of existing processes
  • Able to maintain calm in fast-paced situations
  • Self-motivated, willing to ask questions and use information to affect change & achieve results proactively
  • Someone who works well with a variety of different personality types
  • Able to think through complex issues & propose alternative solutions to problems
  • Excellent interpersonal skills (both oral & written), English is a must!
  • Ability to balance strength & diplomacy
  • Strong influencing and negotiating skills
  • The ability to see the big picture & to create a clear, focused plan out of a world of noise
  • Proven understanding of Event, Incident, Problem, and Change Management processes in ITIL
  • Experience designing and implementing new processes and improving existing ones
  • Project / Program Management experience preferred
  • Experience managing projects with remote/geographically dispersed team members
  • Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)
  • A motivated, can-do demeanor
  • Common sense
  • Unflappable – able to take a change in stride
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