Senior Service Manager

<p><b><span>Our Company</span></b><br/><br/><span>Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. </span><br/><br/><span>We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!</span></p><p><br/> </p><p><b>The Opportunity</b></p><p>Adobe believes in hiring the very best. We are known for our vibrant, dynamic and exciting workplace where personal and professional fulfillment and company success go hand in hand. We take pride in creating exceptional work experiences, encouraging innovation and being involved with our employees, customers and communities.</p><p></p><p>The Service Management team in the Adobe Digital Marketing business unit is looking for a Service Manager in Bucharest. The Service Manager will work with partners in multiple business units and various organizations to ensure exceptional customer experiences with Adobe’s Experience Cloud services through improvement and implementation of Service Management processes.</p><p></p><p><b>What you'll do:</b></p><ul><li><p>Educate internal customers in terms of Service Management processes</p></li><li><p>Understand customer expectations and optimize the Service Management process with functional teams</p></li><li><p>Act as Service Delivery representative and assure customers that they can have confidence in Adobe</p></li><li><p>Ensure that all teams are integrated into the standard Service Management processes</p></li><li><p>Analyze and provide awareness of incident, chance, and problem, management data to call out key data, trends, problems, etc. for assigned solutions</p></li><li><p>Partner with solution teams to ensure that the configuration management database is complete and accurate to drive Service Management Processes</p></li><li><p>Work closely with Problem Management, Program Management, Development, and Operations teams to prioritize and drive problem resolutions</p></li><li><p>Work closely with Customer Care teams to ensure that customer critical issues are resolved appropriately</p></li><li><p>Implement Incident Management Process</p></li><li><p>Facilitate incidents through the entire incident lifecycle</p></li><li><p>Provide clear, accurate, and timely updates to internal partners and management during incidents</p></li><li><p>Ensure that incident data, reports, customer-facing statements, and root cause analysis are accurately detailed and distributed within agreed timeframes</p></li><li><p>Schedule and conduct incident reviews with incident partners to identify root-cause problems</p></li></ul><p></p><p><b>What you need to succeed:</b></p><ul><li><p>Good interpersonal skills</p></li><li><p>Ability to balance strength &amp; tact</p></li><li><p>Strong influencing and negotiating skills</p></li><li><p>Experience leading sophisticated, multidimensional projects</p></li><li><p>Collaboration skills working with local and remote teams</p></li><li><p>The ability to see the big picture &amp; to create a clear, focused plan out of a world of noise</p></li><li><p>A motivated, can-do demeanor</p></li></ul><p></p><p><b>The successful applicant will also be:</b></p><ul><li><p>Able to grasp sophisticated technical concepts &amp; translate them into a simple to understand language</p></li><li><p>Able to act in the implementation of new processes &amp; improvement of existing processes</p></li><li><p>Able to maintain calm in fast paced situations</p></li><li><p>Resolved, willing to ask questions and use information to proactively effect change &amp; achieve results</p></li><li><p>Someone who works well with a variety of different personality types</p></li><li><p>Able to think through complex issues &amp; propose alternative solutions to problems</p></li></ul><p></p><p><b>Preferred skills and knowledge:</b></p><ul><li><p>Confirmed understanding of Event, Incident, Problem, and Change Management processes in ITIL</p></li><li><p>Experience designing and implementing new processes and improving existing ones</p></li><li><p>Project / Program Management experience preferred</p></li><li><p>Good to have knowledge of the Adobe Marketing Cloud products</p></li><li><p>Experience handling projects with <span>remote/geographically</span> dispersed team members</p></li><li><p>Experience using MS Office products</p></li></ul><p></p><p></p><p></p><p></p><p>Adobe is proud to be an <a href="https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf" rel="noopener noreferrer" target="_bl