Director - Digital Enablement Application Support - Nike - Beaverton

Job description
Nike does more than outfit the world's best athletes. We are a place to explore potential, obliterate boundaries, and push out the edges of what can be. We're looking for people who can grow, think, dream and create. We thrive in a culture that embraces diversity and rewards imagination. We seek achievers, leaders and visionaries. At Nike, it's about bringing what you have to a challenging and constantly evolving game.


If you're the one for this role, you'll be joining the NIKE Technology organization. NIKE Technology brings together technology and process expertise into one streamlined, consumer- and customer-oriented team. We deliver one-stop, integrated process and technology solutions that enable Nike, Inc.'s businesses and brands worldwide. Our focus is on providing Lean solutions that eliminate waste, maximize customer value, and drive profitable business growth.

As our Director of Digital Enablement Application Support, you will be responsible for setting strategy and overseeing service delivery and service provider performance in multiple capability streams within Product Creation. Primary area of responsibility will be the Digital and Image Management applications. You will be responsible for holistic management of application incident resolution and change management solutions. You will ensure standardized methods, procedures, and policies are followed by the service delivery team. You will assess and evaluate risks associated with planned change and develop contingency plans. You will take actions to drive continual service quality improvements evidenced through reduced frequency and duration of service disruptions. You'll work closely with your geography customers, strategic service-partners, and technology counterparts to ensure our services and service agreements keep pace with our environment. You will partner and provide leadership with the Product Engine Solutions Digital Asset Excellence capability Team, offering Application Support insights to help drive strategy and future investments. You'll demonstrate expert human relations and influencing skills that drive results and promote continuous process improvement and maturation. You'll also demonstrate competency in strategic thinking, industry best-practice, and commanding leadership. This opportunity involves communicating with other operational entities globally, and creating the standards that will be used throughout Nike.

Responsibilities:
- Set and deliver on Application Support strategies for Product Creation and general Technology Support
- Ensure production support service for multiple product engine capability functions and technical scope. Results in management of service delivery performance based on SLA’s and business expectations. Management of application incident resolution and change management process and execution. You will serve as a point of escalation and communication.
- Drive adherence to the Nike’s Technology Application Support operating model and standards. Ensure that standardized methods, procedures, and policies are followed by the service delivery team.
- Manage vendor service delivery via robust operational performance and contractually defined metrics(KPI’s). Partners with vendor mgt on governance.
- Oversee production environment change related risk and mitigation.
- Manage and facilitate continuous service improvement efforts. You will take actions to drive continual service quality improvements evidenced through reduce frequency and duration of service disruptions.
- Partner with solution delivery teams to implement change and enable the production support capabilities that support these changes. Manages project and change transition for go live releases. Ensures proper transition from Project/Solution delivery teams. Ensures daily updates are provided and proactive measures are used to ensure system stability.
- Coordinate communication of operational performance and issues with all stakeholder groups. Provide regular reports on service/support performance and improvement plans.
- Plan and maximize the service delivery resource plans, utilization and cost.
- You will manage service demand requests, prioritization, and coordinate planned delivery schedules for request fulfillment with Release Mgt.
- You'll work closely with your business customers, strategic service-partners, and technology counterparts to ensure our services and service agreements are clearly defined and met. You will ensure that smooth execution of business events and flex service models to support those goals.
- Ensures that the application support strategic business plan aligns with overall business goals and related scorecards. You will forecast and track to a service budget and present budget recommendations as appropriate to meet business and Technology requirements.

Desired Skills and Experience
- You'll demonstrate expert human relations and influencing skills that drive results and promote continuous process improvement and maturation. Experience in process improvement efforts (Lean)
- You'll also demonstrate competency in strategic thinking, industry best-practice, and commanding leadership.
- Understands the components of Release Mgt which includes the following processes: change mgt processes, build/deploy processes, code mgt, and environment mgt concepts.
- Understands Service Frameworks (ITIL fundamentals) and has previous experience with processes/tools in an operating model which includes incident mgt, problem mgt, knowledge mgt, request mgt, and change mgt.
- Dependent on area: apply deep technical expertise to complex problem-solving, decision making, and service delivery oversight.
- Experience with global vendor outsourcing models, managed services and transition for global team
- Experience defining and managing to SLAs/metrics in coordination with contractual and business needs
- Demonstrated ability to manage service provider performance to service level agreements and operational level agreements
- Excellent verbal and written communication and collaboration skills to effectively communicate with both business and technical IT teams
- Passion for coaching, teaching, mentoring and learning
- Experience estimating work, planning, organization, and implementing high volume production support issue resolutions
- Strong business acumen to quickly learn new business processes and understand how IT needs to support
- the business in achieving revenue and profit goals A consultancy approach to your work
- Demonstrated leadership capability, including ability to motivate and mentor others within work group
- Ability to work with onshore/offshore teams, and communicate using virtual communication tools (phone, conferencing, online meeting)

Background:
- Bachelor's degree in Computer Science, Information Systems, Business, or other relevant subject area
- 3+ years' experience in a management role of a team, including team management and coaching, and
- budgeting responsibilities.
- 6+ years of professional experience in IT or business
- 2 years of additional relevant professional experience accepted in lieu of a degree

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