Our CompanyChanging 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. 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! The OpportunityAdobe 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.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.What you'll do:Educate internal customers in terms of Service Management processesUnderstand customer expectations and optimize the Service Management process with functional teamsAct as Service Delivery representative and assure customers that they can have confidence in AdobeEnsure that all teams are integrated into the standard Service Management processesAnalyze and provide awareness of incident, chance, and problem, management data to call out key data, trends, problems, etc. for assigned solutionsPartner with solution teams to ensure that the configuration management database is complete and accurate to drive Service Management ProcessesWork closely with Problem Management, Program Management, Development, and Operations teams to prioritize and drive problem resolutionsWork closely with Customer Care teams to ensure that customer critical issues are resolved appropriatelyImplement Incident Management ProcessFacilitate incidents through the entire incident lifecycleProvide clear, accurate, and timely updates to internal partners and management during incidentsEnsure that incident data, reports, customer-facing statements, and root cause analysis are accurately detailed and distributed within agreed timeframesSchedule and conduct incident reviews with incident partners to identify root-cause problemsWhat you need to succeed:Good interpersonal skillsAbility to balance strength & tactStrong influencing and negotiating skillsExperience leading sophisticated, multidimensional projectsCollaboration skills working with local and remote teamsThe ability to see the big picture & to create a clear, focused plan out of a world of noiseA motivated, can-do demeanorThe successful applicant will also be:Able to grasp sophisticated technical concepts & translate them into a simple to understand languageAble to act in the implementation of new processes & improvement of existing processesAble to maintain calm in fast paced situationsResolved, willing to ask questions and use information to proactively effect change & achieve resultsSomeone who works well with a variety of different personality typesAble to think through complex issues & propose alternative solutions to problemsPreferred skills and knowledge:Confirmed understanding of Event, Incident, Problem, and Change Management processes in ITILExperience designing and implementing new processes and improving existing onesProject / Program Management experience preferredGood to have knowledge of the Adobe Marketing Cloud productsExperience handling projects with remote/geographically dispersed team membersExperience using MS Office productsAdobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.
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