Nike Enterprise Service Delivery Manager in Portland, Oregon

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At Nike, it’s about each person bringing skills and passion to a challenging and constantly evolving game.

Nike Technology designs, creates and implements the methods and tools needed to make the world’s largest sports brand run faster, smarter and more securely. Global Technology teams aggressively innovate the solutions needed to help employees navigate Nike's rapidly evolving landscape. From infrastructure to security and supply chain operations, Technology specialists drive growth through top-flight hardware, software and enterprise applications. Simply put, without Nike Technology, there are no Nike products.

Description

Scope and Responsibilities:

Are you a Service Delivery Manager with experience in a complex, global environment? Do you have strong technical and service management knowledge, a vendor management background, and a passion for delivering an elite customer experience? If so, Nike is looking for you!

In this role, you will report to the Director of Nike’s Global Service Desk with responsibility for the delivery of Technology Services & Support to global business organizations within Nike, helping them achieve their goals. The services provided are customer centric and a value-add for our business partners. Successfully managing the performance of Enterprise Service Desk delivery teams and suppliers, as well as ensuring services are aligned with changing business needs, will be critical to your success.

Experience and Responsibilities:

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:

  • Assist the Global Service Desk Director with driving the global Services & Support strategy

  • Manage overall service quality, service availability, and operational capability in conjunction with relevant processes and control

  • Build sustainable and strategic relations with global IT suppliers and internal business representatives to drive service delivery quality and create value

  • Continuous improvement of services provided

  • Development and maintenance of Service Desk knowledge and competences

  • Manage full time and contract operational support employees

  • Facilitate cross functional operations and other stakeholder meetings

  • Inform and advise business partners on service offerings

  • Prioritization and implementation of activities/projects

  • End-to-end ownership for Service Desk services

  • Manage demand of current and future requirements with IT management

  • Manage stakeholders involved in incident escalation and problem resolution

  • Align service level reports with business management

  • Initiate and participate in sessions with (global) peers and suppliers in order to align on best practices, market trends, improvement, and innovation opportunities

Qualifications

  • Bachelors' degree in Business, Computer Science, or a related field preferred

  • 8+ years of IT Service Delivery Management experience

  • Knowledge of, and experience with, governance of major global outsourcing deals and methods (e.g. Lean, Agile)

  • Certified in ITIL processes and proven knowledge of Global IT delivery

  • Knowledge of information technology services, SLA, OLA, UC, and contracts

  • Good knowledge and broad understanding of global supplier market in the End User Service and infrastructure technology domain, integrated service management, and IT security

  • Ability to run a virtual department, with multi-cultural aspects, that include HR processes, finance, and other business functions

  • Strong communicator (both verbal and written in English)

  • Excellent stakeholder management and relationship building skills

  • Firm counterpart internally at Nike and externally (vendors)

  • Able to function as a leader in the Services & Support domain

  • Strategic thinking and alignment skills (vision/concepts)

  • Result-oriented, persuasion, problem solving skills

  • Excellent and effective communication skills – both verbal and written in English

Qualifications

  • Bachelors' degree in Business, Computer Science, or a related field preferred

  • 8+ years of IT Service Delivery Management experience

  • Knowledge of, and experience with, governance of major global outsourcing deals and methods (e.g. Lean, Agile)

  • Certified in ITIL processes and proven knowledge of Global IT delivery

  • Knowledge of information technology services, SLA, OLA, UC, and contracts

  • Good knowledge and broad understanding of global supplier market in the End User Service and infrastructure technology domain, integrated service management, and IT security

  • Ability to run a virtual department, with multi-cultural aspects, that include HR processes, finance, and other business functions

  • Strong communicator (both verbal and written in English)

  • Excellent stakeholder management and relationship building skills

  • Firm counterpart internally at Nike and externally (vendors)

  • Able to function as a leader in the Services & Support domain

  • Strategic thinking and alignment skills (vision/concepts)

  • Result-oriented, persuasion, problem solving skills

  • Excellent and effective communication skills – both verbal and written in English

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Job ID: 00399732

Location: United States-Oregon-Portland

Job Category: Technology