Service Manager

Our Company
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. 
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!

Adobe believes in hiring the very best. We are known for our vibrant, dynamic, and rewarding workplace where personal and professional fulfillment and company success go hand in hand. We take pride in crafting outstanding work experiences, encouraging innovation, and being involved with our employees, customers, and communities. We invite you to discover what makes Adobe a place where outstanding people thrive.

Supported by the CIO, the Service Manager’s role in Adobe’s Service Management team is to enhance the Adobe customer experience. This is done by encouraging the use of ITSM frameworks and promoting service improvements through collaboration with service teams.

• Educate internal partners in terms of Service Management processes.
• Understand customer expectations and optimize the processes with functional teams.
• Ensure that all teams are coordinated within the standard ITSM frameworks and processes.
• Examine and deliver transparency regarding incident, problem, and change management data to showcase critical data, trends, issues, and other insights for assigned solutions.
• Coordinate with solution teams to make certain that the service registry is full and exact.
• Collaborate with cross-functional teams, including Problem Management, Program Management, Development, and Operations, to prioritize and drive problem resolution.
• Collaborate with Customer Support teams to make sure customer-critical issues are addressed appropriately.

• Ability to engage and communicate at executive levels (both oral & written).
• Ability to balance strength & tact and to influence without authority through strong emotional quotient (EQ) skills.
• Experience leading geographically diverse and multi‐faceted projects.
• Partnership skills working with local and remote teams.
• The ability to see big picture objectives & to build clear, concise plans.
• Ability to show a motivated and intentional drive.
• A bachelor’s degree or equivalent experience (MBA is a plus).

• Able to grasp complex technical concepts & translate them into a simple-to-understand language.
• Able to act in the implementation of new processes & improvement of existing methods.
• Able to maintain calm in high‐pressure situations.
• Self‐driven, willing to ask questions and use information to effect change & achieve results proactively.
• Someone who works well with a variety of different personality types.
• Able to think through complex issues & propose alternative solutions to problems.
• Unflappable ‐ able to take change in stride.
• Able to infect the team with your optimism and purposeful drive.

• Strong knowledge of Event, Incident, Problem, and Change Management processes in ITIL.
• Experience crafting and implementing new processes and improving existing ones.
• Project / Program Management experience preferred.
• Strong product knowledge of Adobe Creative, Marketing, and Document products.
• Experience leading projects with remote/geographically dispersed team members.
• Experience using MS Office products (Excel, Word, Outlook, PowerPoint).

At Adobe, you will be immersed in an outstanding work environment recognized globally on Best Companies lists. You will also be surrounded by colleagues who are dedicated to supporting each other's growth through our distinctive Check-In approach, where continuous feedback is encouraged.

Adobe 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.