Global Business Services (GBS) designs, builds and operates consistent end-to-end business solutions for adidas, delivering services in the areas of finance, non-trade procurement and human resources. This drives operating efficiency, better customer experience, company agility and decision making, and ensures the compliance and control environment. This is enabled through consistent end-to-end processes, strong, globally consistent governance of solutions and services, state of the art technology and tools, creativity, and continuous improvement.

Purpose

Our vision for GBS Customer Experience and Service Management is the alignment to customer segments? expectations and goals, culminating in seamless, transparent, and frictionless interactions and service delivery.

The active management of products or services to address business opportunities and customer/user needs and generate the greatest possible value for the business. The adoption and adaptation of product development models based on the context of the work and selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.

This role will product own Aspen/ServiceNow and CISCO telephony systems that are used across the GBS organization. She/he will lead the collaboration with various stakeholders at global and market level, ensuring existing processes and functionalities are understood and new requirements are managed with the corresponding teams.

Key responsibilities:

Product management :

• Acts as product owner for one or more products or services; prioritizes product requirements and owns a product backlog.
• Rolls out product trials and product launches.

Business analysis:

• Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes.
• Drives the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and identifies options for consideration.

Requirement definition and management:

• Drives selection of the requirements approach for projects, selecting appropriately from predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
• Defines and manages scoping, requirements definition and prioritization activities for initiatives of medium size and complexity.
• Facilitates input from stakeholders, provides constructive challenge and enables effective prioritization of requirements.

Release and deployment:

• Drives improvements of UAT process, tools and methods and information with all parties involved.
• Ensures release processes and procedures are maintained.

Relationship management:

• Creates stakeholder engagement/communications plan.
• Deals with problems and issues, managing resolutions, corrective actions, lessons learned and the collection and dissemination of relevant information.
• Collects and uses feedback from customers and stakeholders to measure effectiveness of stakeholder management.
• Develops and enhances customer and stakeholder relationships.

People management / Resource management:

• Continuously monitors and evaluates team workload and organizational efficiency with the support of IT systems, data and analysis and team feedback and makes appropriate changes to meet business needs.
• Provides team members/direct reports with clear direction, coaching and targets that are aligned with business needs and GBS objectives.

Key Relationships:
GBS Center Leads

• GBS Global Process Owners

• GBS Operations (Porto/Dalian/NAM/LAM)

• GBS Hire to Retire

• GBS Record to Report

• GBS Source to Pay

• GBS Order to Cash

• GBS Planning & Reporting

• Human Resources

• Global IT

  
  

Knowledge, Skills and Abilities:

• Analytical thinking, solution oriented, clear, and structured way of working

• Strong ability to gain understanding of customers? business processes and unmet needs, while also managing expectations and scope.

• Strong ability to develop and present new ideas, concepts, approaches, and solutions.

• Strong experience with agile development methods and with cross functional and regional projects.

• Ability to drive efforts under limited guidance.

• Excellent interpersonal skills & relations with ability to work effectively with stakeholders in complex, fast-paced organizations.

• Fluent in English both verbally and written

  
  

Requisite Education and Experience / Minimum Qualifications:

• University degree in Business/Computer Science/Information Technology or equivalent.

• Minimum 5 years of relevant work experience within the field of IT and Product Ownership.

• Preferably 2 years of experience in shared services or global business services.

• Technical experience with relevant platforms, technologies, and tools such as ServiceNow.

• Experience in leading, developing, and coaching teams.

  
  

***Apply with your CV in English.***