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Service Manager

Company: Adobe Systems Incorporated
Location: Lehi
Posted on: June 6, 2021

Job Description:

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! 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 * Service Management 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, multi-faceted 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, can-do 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 high-pressure situations * Self-driven, 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 We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Keywords: Adobe Systems Incorporated, Lehi , Service Manager, Other , Lehi, Utah

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