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INTRODUCTION

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 creating exceptional work experiences, encouraging innovation and being involved with our employees, customers and communities. We invite you to discover what makes Adobe a place where exceptional people thrive.

Position Summary

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 drive appropriate resolution of customer-critical issues.

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 (MBA is a plus).

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 ITSM.
• 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, you will be immersed in an exceptional work environment that is recognized throughout the world on Best Companies lists. 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.

About Adobe

Adobe empowers everyone to create through innovative platforms and tools that unleash creativity, productivity and personalized customer experiences. Adobe’s industry-leading offerings including Adobe Acrobat Studio, Adobe Express, Adobe Firefly, Creative Cloud, Adobe Experience Platform, Adobe Experience Manager, and GenStudio enable people and businesses to turn ideas into impact, powered by AI and driven by human ingenuity.

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.

At Adobe, we believe in creating a company culture where all employees are empowered to make an impact. Learn more about Adobe life, including our values and culture, focus on people, purpose and community, Adobe for All, comprehensive benefits programs, the stories we tell, the customers we serve, and how you can help us advance our mission of empowering everyone to create.

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 protected characteristic. Learn more.

Adobe aims to make our Careers website and recruiting process 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 +1 408-536-3015.

AI Use Guidelines for Interviews:

Our interviews are designed to reflect your own skills and thinking. The use of AI or recording tools during live interviews is not permitted unless explicitly invited by the interviewer or approved in advance as part of a reasonable accommodation. If these tools are used inappropriately or in a way that misrepresents your work, your application may not move forward in the process.

At Adobe, we empower employees to innovate with AI — and we look for candidates eager to do the same. As part of the hiring experience, we provide clear guidance on where AI is encouraged during the process and where it’s restricted during live interviews. See how we think about AI in the hiring experience.

Expected Pay Range: Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $105,700 - $211,850 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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

If 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.