Service Manager

SERVICE MANAGER

Purpose & Overall Relevance for the Organization:

The Service Manager supports the stability and performance of SAP services and related business processes across LAM, acting as a key connection between Business, Technology, and Support teams.

Key Responsibilities

• Business analysis

• Investigate operational needs, recurring service issues, and improvement opportunities related to SAP services and connected business processes.

• Assesses business impact and translates operational needs into clear requirements for Technology and Support teams.

• Supports acceptance testing for agreed service improvements.

• Service level management

• Monitors service performance, operational KPIs, ticket aging, backlog, and SLA adherence.

• Coordinates prioritization and escalations based on business impact and operational urgency.

• Provides stakeholders with clear communication regarding service performance, risks, and critical incidents.

• Service acceptance

• Confirms that new or changed services meet agreed service-acceptance and quality criteria.

• Assesses operational readiness, including support ownership, documentation, monitoring, escalation paths, and knowledge transfer.

• Ensure operational risks and support requirements are addressed before transition.

• Change management

• Reviews testing evidence and change documentation prior to production deployment.

• Approves production deployment requests in ASPEN following established Change Management procedures.

• Release and deployment

• Supports releases and deployments affecting SAP services and related integrations.

• Coordinates stakeholder communication and post-deployment support activities when required.

• Problem management

• Coordinates the investigation and root-cause analysis of recurring service problems.

• Ensures corrective and preventive actions, owners, and target dates are documented and followed through.

• Uses incident trends and service data to identify continuous improvement opportunities.

• Incident management

• Oversee the prioritization, assignment, escalation, and follow-up of incidents affecting SAP services.

• Coordinates the resolution of critical or high-impact incidents across the relevant teams.

• Ensures business impact, progress, resolution, and follow-up actions are clearly documented and communicated.

Key Relationships:

• Senior Service Manager
• LAM Service Management Team
• Global IT and Technology Teams
• SAP Support Teams
• LAM Sales, Wholesale, Retail and Supply Chain Business Stakeholders

Requisite Education and Experience / Minimum Qualifications:

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience

• Proficient spoken and written command of English

• At least 5-year experience in IT

• 2 years of experience in relevant area

• 1 year of experience in team management

• Understanding of different culture

• Participated in projects with people from other functions/markets

• 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

TEAM:

• Technology

Location

Bogota

State: Dist

Country/Region: CO

Contract Type: Full time

Number: 551092

Date: Oct 26, 2026