Job Description

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

AT ADIDAS WE HAVE A WINNING CULTURE. BUT TO WIN, PHYSICAL POWER IS NOT ENOUGH. JUST LIKE ATHLETES OUR EMPLOYEES NEED MENTAL STRENGTH IN THEIR GAME. WE FOSTER THE ATHLETE'S MINDSET THROUGH A SET OF BEHAVIORS THAT WE WANT TO ENABLE AND DEVELOP IN OUR PEOPLE AND THAT ARE AT THE CORE OF OUR UNIQUE COMPANY CULTURE: THIS IS HOW WE WIN WHILE PLAYING FAIR.




COURAGE: Speak up when you see an opportunity; step up when you see a need..


OWNERSHIP: Pick up the ball. Be proactive, take responsibility and follow-through.


INNOVATION: Elevate to win. Be curious, test and learn new and better ways of doing things.


TEAMPLAY: Win together. Work collaboratively and cultivate a shared mindset.


INTEGRITY: Play by the rules. Hold yourself and others accountable to our company's standards.


RESPECT: Value all players. Display empathy, be inclusive and show dignity to all.

AT ADIDAS, WE STRONGLY BELIEVE THAT EMBEDDING DIVERSITY, EQUITY, AND INCLUSION (DEI) INTO OUR CULTURE AND TALENT PROCESSES GIVES OUR EMPLOYEES A SENSE OF BELONGING AND OUR BRAND A REAL COMPETITIVE ADVANTAGE.

- CULTURE STARTS WITH PEOPLE, IT STARTS WITH YOU -

BY RECRUITING TALENT AND DEVELOPING OUR PEOPLE TO REFLECT THE RICH DIVERSITY OF OUR CONSUMERS AND COMMUNITIES, WE FOSTER A CULTURE OF INCLUSION THAT ENGAGES OUR EMPLOYEES AND AUTHENTICALLY CONNECTS OUR BRAND WITH OUR CONSUMERS.

JOB TITLE:
Service Manager
BRAND:
LOCATION:
Gurgaon
TEAM:
Technology
STATE:
HR
COUNTRY/REGION:
IN
CONTRACT TYPE:
Full time
NUMBER:
537010
DATE:
Nov 4, 2025