Purpose & Overall Relevance for the Organization:

IT service management is the craft of implementing, managing, and delivering IT services to
meet the needs of the organization. It ensures that the appropriate mix of people, processes, and
technology are in place to provide value.

Key Responsibilities:

Business analysis
- Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization.
- Assists in defining acceptance tests for these recommendations.
- Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
- Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard.
- Feeds into change management processes.

Change management
- Develops, documents,



and implements changes based on requests for change.

Release and deployment
- Uses the tools and techniques for specific areas of release and deployment activities.
- Administers the recording of activities, logging of results and documents technical activity undertaken.
- May carry out early life support activities such as providing support advice to initial users.
- Investigates problems in systems, processes, and services.
- Assists with the implementation of agreed remedies and preventative measures.
- Following agreed procedures, identifies, registers, and categorizes incidents.
- Gathers information to enable incident resolution and promptly allocate incidents as appropriate.
- Maintains records and advises relevant people of actions taken.

If required: People Management / Resource Management:
- May be involved and gives some input on hiring Transition decisions
- Ensures appropriate leadership skills are present at

📌 Service Manager (Bogotá)
🏢 Adidas
📍 Bogotá