Service Manager (Business Analyst)
Adobe Software
JOB LEVEL
P30EMPLOYEE ROLE
Individual ContributorOpportunity
Championed by the CIO, the Service Manager’s charter within Adobe’s Service Management team is to improve the Adobe customer experience by enabling and driving the adoption of ITSM frameworks and facilitating service improvements through close partnership with service teams.
Responsibilities
Educate internal partners in terms of Service Management processes.
Understand customer expectations and optimize the processes with functional teams.
Ensure that all teams are integrated into the standard ITSM frameworks and processes.
Analyze and provide transparency into incident, problem, and change management data to call out key data, trends, problems, etc. for assigned solutions.
Partner with solution teams to ensure that the service registry is complete and accurate.
Collaborate with cross-functional teams such as Problem Management, Program Management, Development, and Operations teams to prioritize and drive problem resolutions.
Work closely with Customer Support teams to ensure that customer critical issues are resolved appropriately.
Requirements
Ability to engage and communicate at executive levels (both oral & writing).
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 create clear, concise plans.
Ability to show a motivated, and intentional drive.
A bachelor’s degree or with equivalent experience.
The successful applicant will also be:
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 processes.
Able to maintain calm in high‐pressure situations.
Self‐driven, willing to ask questions and use information to proactively effect change & achieve results.
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.
Preferred skills and knowledge:
Proficient understanding 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, Excel).
At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans. Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).
In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.
State-Specific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
Colorado:
Application Window Notice
May 19 2025 12:00 AMIf this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Internal Opportunities
Creativity, curiosity, and constant learning are celebrated aspects of your career growth journey. We’re glad that you’re pursuing a new opportunity at Adobe!
Put your best foot forward:
1. Update your Resume/CV and Workday profile – don’t forget to include your uniquely ‘Adobe’ experiences and volunteer work.
2. Visit the Internal Mobility page on Inside Adobe to learn more about the process and set up a job alert for roles you’re interested in.
3. Check out these tips to help you prep for interviews.
4. If you are applying for a role outside of your current country, ensure you review the International Resources for Relocating Employees on Inside Adobe, including the impacts to your Benefits, AIP, Equity & Payroll.
Once you apply for a role via Workday, the Talent Team will reach out to you within 2 weeks. If you move into the official interview process with the hiring team, make sure you inform your manager so they can champion your career growth.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our unique Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the meaningful benefits we offer.
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