Senior Service Manager
Senior Service Manager
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Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.
Were on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization and we know the next big idea could be yours!
The Opportunity
Adobe believes in hiring the very best. We are known for our vibrant dynamic and exciting workplace where personal and professional fulfillment and company success go hand in hand. We take pride in creating exceptional work experiences encouraging innovation and being involved with our employees customers and communities.
The Service Management team in the Adobe Digital Marketing business unit is looking for a Service Manager in Bucharest. The Service Manager will work with partners in multiple business units and various organizations to ensure exceptional customer experiences with Adobes Experience Cloud services through improvement and implementation of Service Management processes.
What youll do:
Educate internal customers 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
Analyze and provide awareness of incident chance and problem management data to call out key data trends problems etc. 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 Development and Operations teams to prioritize and drive problem resolutions
Work closely with Customer Care teams to ensure that customer critical issues are resolved appropriately
Implement Incident Management Process
Facilitate incidents through the entire incident lifecycle
Provide clear accurate and timely updates to internal partners and management during incidents
Ensure that incident data reports customerfacing statements and root cause analysis are accurately detailed and distributed within agreed timeframes
Schedule and conduct incident reviews with incident partners to identify rootcause problems
What you need to succeed:
Good interpersonal skills
Ability to balance strength & tact
Strong influencing and negotiating skills
Experience leading sophisticated multidimensional projects
Collaboration skills working with local and remote teams
The ability to see the big picture & to create a clear focused plan out of a world of noise
A motivated cando demeanor
The successful applicant will also be:
Able to grasp sophisticated 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
Resolved willing to ask questions and use 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
Preferred skills and knowledge:
Confirmed 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
Good to have knowledge of the Adobe Marketing Cloud products
Experience handling projects with remote/geographically dispersed team members
Experience using MS Office products
Adobe is proud to be anEqual Employment Opportunityemployer. We do not discriminate based on gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression veteran status or any other applicable characteristics protected by law.Learn more.
Adobe aims to make 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 emailor call (408).
Required Experience:
Manager
Employment Type
Full-Time
