Senior Service Manager

Our Company
Changing the world through digital experiences is what Adobe's all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences We're passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We're 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

Job Description
Service Manager – Adobe Service Management
Description
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 crafting exceptional work experiences, encouraging innovation and being involved with our employees, customers and communities. We invite you to discover what makes Adobe a place where exceptional people thrive.

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Position Summary
Behind everything, what Adobe customers see online is the architecture built by the Engineering teams. From developing and maintaining our data centers to building the next generation of Adobe platforms, we make Adobe product portfolio possible. We're committed to keeping our networks and systems up and running, ensuring our users have the best and fastest experience possible.

The Service Enablement team in Adobe is looking for a Service Manager in Bucharest, Ro. The Service Manager will work with partners in multiple business units and various organizations to ensure exceptional customer experiences with Adobe's Cloud services through the improvement and implementation of our process framework.

Responsibilities

• 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 that all teams are integrated into the standard Service Management processes (Incident, Problem, Change, CSI etc.)
• Analyze and provide awareness of the incident, problem, and change management data to highlight important data, trends, and areas for 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

Requirements

• Excellent social skills (both oral & written), English is a must
• Ability to balance strength & tact
• Strong influencing and negotiating skills
• Experience leading complex, dynamic projects
• Collaboration skills working with local and remote teams
• A bachelor's degree or equivalent experience
• The ability to see the big picture & to create a clear, focused plan out of a world of noise
• The ability to use the Microsoft Office suite to build comprehensive reports and presentations
• A motivated, can-do demeanor
• Common sense

The successful applicant will also be:

• 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 proactively affect 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 - able to take change in stride
• Able to infect the team with your passion and enthusiasm

Preferred Skills and knowledge:

• 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
• Strong product knowledge of the Adobe Experience Cloud products
• Experience managing projects with remote/geographically dispersed team members
• Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)

At Adobe, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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 grow your career, Adobe's the place for you. Discover what our employees are saying about their career experiences through the Adobe Life magazine.

Job
Service Manager

Primary Location
Bucharest, Ro

Schedule
Full-time
Adobe is proud to be an Equal Employment Opportunity employer. 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.

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