Job Description

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the worlds best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. its about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

WHO ARE WE LOOKING FOR?

As a Senior Service Performance Manager, you will perform a key role in the NIKE Technology Operations Global Operations & Support group as part of the Operations Center (OC) team! You will use your extensive knowledge and experience to drive remediation of the most painful Problems impacting our Global Technology production environment.

WHAT WILL YOU WORK ON?

Our Problem Managers enable technology support teams to eliminate Major Incident recovery gaps by conducting effective After-Action Reviews, tracking corresponding improvement actions to timely completion, and facilitating enhanced execution of Problem Management by driving technology owners to understand root cause and apply mitigations to reduce the impact and volume of Major Incidents.

THE SUCCESSFUL CANDIDATE WILL:
- Coordinate, convene and facilitate After-Action Review meetings at the conclusion of Major Incidents, as well as document, track, and drive after actions to prompt, successful completion

- Create and publish comprehensive executive summaries that demonstrate the lifecycle of Major Incidents, Problems, and corresponding process integrations

- Ensure that the right resources are available to urgently investigate, identify, and resolve the root cause of problems related to Major Incidents

- Perform ongoing outreach with Service owners to ensure the operational readiness details are accurately and completely documented

- Conduct proactive Problem Management by reviewing common KPIs, statistics, and trends to advise service improvement plans and identify technology areas that require further investment

- Prepare and present compelling operational data, details, and analytics to technology teams and executives

- Collaborate with subject matter specialists to improve policies, governance posture, and the ITSM system of record for Problem Management

- Encourage alignment to standard Problem Management policies, processes, and procedures

- Periodically review the efficiency and effectiveness of Incident, After-Action, and Problem Management processes to advise continuous improvement activities

- Define and maintain currency of Incident, After-Action, and Problem Management procedures and supporting knowledge

- Lead process improvement initiatives for the organization demonstrating Agile / Scrum and Lean to achieve quick wins, eliminate waste, and demonstrate increased value for the business

WHO WILL YOU WORK WITH?

You will be working with production support teams, engineers, subject matter specialists, and senior leaders to identify the root cause of incidents and champion remediation efforts to reduce the risk of recurrence.

WHAT YOU WILL BRING?

To make it clear, we're not looking for just anyone. We're looking for someone special, someone who has these experiences and clearly demonstrates these skills:

- BA/BS degree in Information Technology from an accredited institution, and/or nine (9+) years of experience in a related technology field

- Minimum 9 years of experience with analysis, planning, and implementing ITIL standard methodologies and process initiatives for a large, worldwide organization

- Minimum 9 years of experience supporting the successful transition of IT service delivery to an ITIL/ITSM framework for a large, worldwide organization

- Proven ability in a Sr Problem Management role

- Advanced experience working with Major Incident Management resources in a large-scale IT Operations organization

- Sophisticated understanding of IT Service Management processes and ITIL standard methodologies (ITIL Foundations preferred)

- Sophisticated understanding of Lean IT methodologies including execution of Lean Kaizen process improvement initiatives (Lean IT Professional preferred)

- Superior organization skills and ability to handle fast-paced, dynamic environment

- Excellent written and verbal communicator with proven ability to clearly convey complex ideas and data in written, presentation and spoken formats to a variety of audiences including executive management

- Proven understanding of ServiceNow, Confluence / Jira and Microsoft Office applications

- Possess a strong customer-service based ethos

- Demonstrate the ability to understand multiple applications, infrastructure, and technologies

- Experience in one or more of the following Business Categories: Retail, eCommerce, Infrastructure/Enterprise Support, Distribution/Logistics Centers

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.