Nike Deskside Service Delivery Manager – Depot Services in Beaverton, Oregon
Bachelor's degree in Business, Computer Science, or a related field; 2 years' additional relevant 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
Experience in Supply Chain, Distribution Center, Depot Services
Experience leading Continuous Service Improvement initiatives and projects to implement zero touch deployment, device as a service, and asset lifecycle reporting.
Strong acumen to understand the business needs and ability to run services in a very dynamic environment
Knowledge and experience with SLA’s, OLA’s, UC’s, and Contracts in insourced or outsourced environments.
Experience handling full asset lifecycle of hardware across the Enterprise
Comfortable working in a fast-paced, results-oriented environment
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 teamwork skills to effectively connect with both business and technical IT teams
Professional development education courses completed in ITSM
ITIL Certified with demonstrable experience implementing ITIL based processes.
Knowledge and experience with Agile and Lean process methodology preferred
Ability to serve as a leader in Technology Support function
Critical thinking and alignment skills
Result-oriented, persuasion, and problem-solving skills
Experience driving service transition activities with return on investment
To ensure that we continue to hire proficient, ethical and trustworthy individuals, all candidates must successfully complete a detailed background investigation prior to receiving any offer of employment from Nike.
Have we piqued your interest? Good, then a generous benefits package will only sweeten the deal. We offer a stock purchase plan, 401(k), a casual work environment, and a host of other perks we don't have room to mention here.
As soon as you post your resume, our technical recruiter will be immediately advised.
We're interested in learning more about you and appreciate you taking the time to apply online.
Nike Technology brings together technology and process expertise to create value for the consumer. We deliver one-stop, coordinated 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 Deskside SDM for Depot Services, you'll work as a part of our Technology Operations organization to ensure technology End User equipment is available and maintained for Nike end users throughout Nike. You’ll run, lead, and drive relationships and CSI with key operational areas and stakeholders to continually maintain and improve depot services throughout the globe. You will provide industry best practice and mentorship to achieve service levels and meet business needs. While your main focus area will be North America, you will work with Regional SDM’s from our managed service provider and our Nike geos, where you will use your influencing and communication skills to drive global alignment.
This position will collaborate with the Global Deskside Services Director, with responsibility for Depot Services. This includes End User Equipment (laptops, desktops, monitors, keyboards, mice, etc..) full lifecycle (forecasting, ordering, receiving, staging, delivery, HW repair, refresh, retire/disposal). The person in this role will be responsible for Depot Services tools and processes across Enterprise environments globally to ensure accurate reporting, forecasting, and delivery of the full asset lifecycle. You will join other Service Delivery Managers to update and drive the Deskside Services and Depot roadmap and achieve 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 proven these skills:
Customer focus with a passion for continuously improving support and capabilities.
Effective communication and relationship building skills at all levels within the organization, our business partners, and all parties involved both globally and regionally
Handle overall service quality, service availability, and operational capability in conjunction with relevant processes and performance management
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 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 best practices, market trends, improvement, and innovation opportunities
Provide mentorship, insight, and make decisions on equipment life cycle.
Partnership with other support teams and SDM’s, including but not limited to: Enterprise Deskside support, Executive support, Service Desk, Engineering, Infrastructure, and Cyber Security to ensure all areas are working toward shared goals and strategic alignment.
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, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 503-671-4156 and let us know the nature of your request, your location and your contact information.
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