Service Manager

Service Manager

Adobe
Not Specified
Not Specified

Job Description


The Service Management team in the Adobe Digital Experience business unit is looking for a Service Manager. The Service Manager will work with partners in multiple business units and various organizations to ensure exceptional customer experiences with Adobe's Digital Experience services through improvement and implementation of Service Management processes.
Responsibilities
  • Educate internal partners in terms of Service Management processes
  • Understand customer expectations and optimize the Service Management process with functional teams
  • Act as Service Delivery representative and assure customers that they can have confidence in Adobe
  • Ensure that all teams are integrated into the standard Service Management processes (Incident, Problem, Change Management, etc.)
  • Analyze and provide visibility into the incident, problem, and change management data to call out key data, trends, problems, etc. for assigned solutions
  • Partner with solution teams to make sure the configuration management database is complete and accurate to drive Service Management Processes
  • Collaborate with Problem Management, Program Management, Development, and Operations teams to prioritize and drive problem resolutions
  • Work closely with Customer Care teams to ensure that customer issues are resolved appropriately
  • Incident Facilitation Responsibilities
  • Facilitating incidents through the entire incident lifecycle
  • Provide clear, accurate, and timely updates to internal partners and management during incidents
  • Ensure that incident data, reports, customer-facing statements, and root cause analysis are accurately documented and distributed within agreed timeframes
  • Schedule and conduct incident reviews with incident stakeholders to identify root cause problems

Requirements
  • Excellent communication skills (both oral & writing)
  • Ability to balance strength & diplomacy - able to influence without authority with negotiation skills
  • Experience managing complex, geographically diverse, multifaceted projects
  • Strong collaboration skills working with local and remote teams
  • The ability to see big picture objectives & to create clear, concise plans
  • Ability to show a motivated, cando attitude
  • A bachelor's degree or equivalent experience

The successful applicant will also be:
  • Able to grasp complex technical concepts & translate them into simple-to-understand language
  • Able to implement new processes & improve existing processes
  • Able to prove they can remain calm in highpressure situations
  • Selfdriven, willing to ask questions and use that information to proactively effect change & achieve results
  • Someone who works well with a variety of different personality types
  • Able to think through complex issues & propose alternative solutions to problems
  • Unflappable and able to take organizational and process changes in stride
  • Able to infect the team with passion and enthusiasm and be a force for positive change

Preferred skills and knowledge:
  • Understanding of Event, Incident, Problem, and Change Management processes in ITIL preferred
  • Preference for strong Project and/or Program Management experience
  • Product knowledge of the Adobe Experience Cloud products preferred
  • Deep experience with MS Office products (Excel, Word, Outlook, PowerPoint, Excel) preferred

Job Details

About Adobe

At Adobe, you will be immersed in an exceptional work environment that is recognized around the world . You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you're looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer. There's more than meets the eye when it comes to Adobe. Take the quiz and see how well you know us! Adobe is an equal opportunity and affirmative action employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. Adobe aims to make adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, please contact accomodations@adobe.com or (408) 536-3015.

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