Nike Retail Service Delivery Manager in Beaverton, 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

Company:

Nike does more than outfit the world’s best athletes. We are a place to explore potential, obliterate boundaries, and push out the edges of what can be. We’re looking for people who can grow, think, dream and create. We thrive in a culture that embraces diversity and rewards imagination. We seek achievers, leaders and visionaries. At Nike, it’s about bringing what you have to a challenging and constantly evolving game.

Group:

Nike Technology brings together technology and process expertise to create value for the consumer. We deliver one-stop, integrated process and technology capabilities that enable Nike, Inc.'s businesses and brands worldwide. Our focus is on providing Lean solutions that eliminate waste, maximize consumer value, and drive profitable business growth.

Scope and Responsibilities:

As the ServiceDelivery Manager for Retail Field Support , you'll work as a part of our Technology Operations organization to ensure technology is supported & maintained efficiently and seamlessly for our Nike and affiliate retail stores. You’ll manage, lead, and drive relationships and improvement ideas with key operational areas and stakeholders to continually maintain and improve service delivery. You will provide industry best practice and guidance to achieve service levels and meet business needs. While your primary focus area will be North America, you will interface with Global and Regional SDM’s from our managed service provider and our Nike geos, where you will use your influencing and communication skills to ensure global alignment.

This position will report to the Global Deskside Services Director, with responsibility for Deskside Services and Support across Enterprise and Retail environments globally. You will join other Service Delivery Managers to update and drive the Deskside Services and Support 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:

  • Customerfocus with a passion for continuously improving support and capabilities.

  • Strongcommunication and relationship building skills at all levels within theorganization, our business partners, and stakeholders both globally andregionally

  • Manageoverall service quality, service availability, and operational capability inconjunction with relevant processes and performance management

  • Informand advise business partners on service offerings and service levels

  • Abilityto manage and lead during high pressure situations and take accountability forend to end service delivery provided by internal and external technicians.

  • Managedemand and service pipeline for functional area.

  • Ensurestrategic roadmap aligns with business and technology direction.

  • Manage resourcesand provide input on resource requirements to effectively deliver on allService Level Agreements

  • Improveand drive operational efficiency

  • Managevendor relationships and ensure execution against operational performancetargets, standards, and procedures; provide status reporting to leadership

  • Provideoversight to ensure prioritization and restoration of service within functionalarea

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

  • Partnershipwith other support teams and SDM’s, including but not limited to: EnterpriseDeskside support, Executive support, and Service Desk to ensure all areas areworking toward shared goals and strategic alignment.

Qualifications

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

  • 6 years'relevant technical experience in IT Service Delivery

  • 2 years'experience in a management, supervisory, or lead role

  • Experiencein technology support within the Retail Industry

  • Strongacumen to understand the business needs and ability to manage services in avery dynamic environment

  • Knowledgeand experience with SLA’s, OLA’s, UC’s, and Contracts in insourced oroutsourced environments.

  • Comfortableworking in a fast-paced, results-oriented environment

  • Demonstratedleadership capability, including ability to motivate and innovate to drivepositive change in how support is delivered.

  • Ability towork with onsite and offsite diverse resources and vendors and communicateusing virtual communication tools (phone, conferencing, online meeting).

  • Excellentverbal and written communication and collaboration skills to effectivelycommunicate with both business and technical IT teams

  • Professionaldevelopment education courses completed in ITSM and Deskside Support preferred

  • ITILCertified with proven experience implementing ITIL based processes.

  • Knowledgeand experience with Agile and Lean process methodology preferred

  • Ability toserve as a leader in Technology Support function

  • Strategicthinking and alignment skills

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

  • Experiencedriving service transition activities within the retail sector

Qualifications

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

  • 6 years'relevant technical experience in IT Service Delivery

  • 2 years'experience in a management, supervisory, or lead role

  • Experiencein technology support within the Retail Industry

  • Strongacumen to understand the business needs and ability to manage services in avery dynamic environment

  • Knowledgeand experience with SLA’s, OLA’s, UC’s, and Contracts in insourced oroutsourced environments.

  • Comfortableworking in a fast-paced, results-oriented environment

  • Demonstratedleadership capability, including ability to motivate and innovate to drivepositive change in how support is delivered.

  • Ability towork with onsite and offsite diverse resources and vendors and communicateusing virtual communication tools (phone, conferencing, online meeting).

  • Excellentverbal and written communication and collaboration skills to effectivelycommunicate with both business and technical IT teams

  • Professionaldevelopment education courses completed in ITSM and Deskside Support preferred

  • ITILCertified with proven experience implementing ITIL based processes.

  • Knowledgeand experience with Agile and Lean process methodology preferred

  • Ability toserve as a leader in Technology Support function

  • Strategicthinking and alignment skills

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

  • Experiencedriving service transition activities within the retail sector

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: 00394112

Location: United States-Oregon-Beaverton

Job Category: Technology