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Service Delivery Manager – Executive Support

00522122 Requisition #

As the Service Delivery Manager for Executive Support, you'll work as a part of our Technology Operations organization to ensure technology for our Nike Executives provides the elite experience they deserve. You’ll lead a team of internal Executive Support technicians, who support the Nike Executive Leadership team and VP’s at the World Headquarters location. You will also lead the VIP service provided by our global service provider to support executives in other locations. You will establish relationships with key business partners and technology leaders, to understand the technology landscape, understand the voice of the customer, and drive initiatives that evolve and improve technology and support for these key positions. You will provide industry's best approach, innovative out of the box thinking, and leadership mentorship to achieve service levels and meet business needs.

This position will report to the Global Deskside Services Director, with responsibility for Deskside Services globally. You will join other Service Delivery Managers to update and drive the Deskside Services roadmap and achieve and market operational success.

What We're Looking For:

To make it clear, we're not looking for just anyone. We're looking for someone special, someone who had these experiences and clearly demonstrated these skills:

  • Sophisticated technical knowledge in desktop windows and mac platforms, as well as server and network infrastructure, to advise team and provide technical solutions across multiple functions.

  • Customer focus with a passion for continuously improving support and capabilities.

  • Superb communication and relationship building skills at all levels within the organization, our business partners, and stakeholders both globally and regionally

  • Lead overall service quality, service availability, and operational capability in conjunction with relevant processes and performance management

  • Ability to manage internal and outsourced teams within challenging, cross-functional situations in a matrix organization

  • Inform and advise business partners on service offerings and service levels

  • Ability to handle and lead during high stress situations and take accountability for end to end service delivery provided by internal and external technicians.

  • Handle demand and service pipeline for functional area.

  • Ensure strategic roadmap aligns with business and technology direction.

  • Lead resources and provide input on resource requirements to effectively deliver on all performance targets and Service Level Agreements

  • Improve and drive operational efficiency

  • Lead vendor relationships and ensure execution against operational performance targets, standards, and procedures; provide status reporting to leadership

  • Provide oversight to ensure prioritization and restoration of service within functional area

  • Initiate and participate in sessions with peers and suppliers in order to align on market trends, improvement, and innovation opportunities

  • Partnership with other support teams and SDM’s, including but not limited to: Deskside support, Asset Management, and Service Desk to ensure all areas are working toward shared goals and strategic alignment.

  • Bachelor's degree in Business, Computer Science, or a related field; 2 years' additional experience in lieu of a degree.

  • 6 years' relevant technical experience in IT Service Delivery

  • 3 years' experience in a management role

  • Leadership experience with Executive support within a global company

  • Technical certifications with Win/Mac/Server/Network/Security preferred (Microsoft – MTA, MCSA/MCSE/MCSD, Comp TIA – A+, CTP+, CDIA+, Network+, Cisco – CCNA, CCDA, CCNA Security, etc…)

  • Strong acumen to understand the business needs and ability to handle services in a very dynamic environment

  • Knowledge and experience with SLA’s, OLA’s, UC’s, and Contracts in insourced or outsourced environments.

  • Proven experience presenting and working with C Level Executives

  • Maintain confidentiality, have a professional demeanor, and exercise good judgment, courtesy and tact at all times.

  • Experience managing budget and running return on investment’s for projects and initiatives.

  • Demonstrated leadership capability, including ability to empower and innovate to drive positive change in how support is delivered.

  • Ability to work with onsite and offsite diverse resources and vendors and communicate using virtual communication tools (phone, conferencing, online meeting).

  • Excellent verbal and written communication and collaboration skills to effectively connect with both business and technical IT teams

  • Professional development education courses completed in ITSM and Deskside Support preferred

  • ITIL Certified with proven experience implementing ITIL based processes preferred

  • Knowledge and experience with Agile and Lean process methodology preferred

  • Ability to serve as a leader in Technology Support function

  • Strategic thinking and alignment skills

  • Result-oriented, persuasion, and problem-solving skills

  • Experience with Service Now and Nexthink or similar tools

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