Service Manager

Location: China Mainland

State/Province/City: Shanghai

City: Shanghai

Business Unit: Store Support Centre (SSC)

Description & Requirements

Who we are

lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.

About this team

The scope of operation team, specifically focused on L1 and L2 application services, can be categorized into three main areas:

1.         User Support and Issue Resolution:

This is the bread and butter of your team's work. They are the first line of defense for users encountering issues with company applications.

·       L1 addresses basic problems like login troubles, password resets, and application configuration.

·       L2 dives deeper into diagnosing and troubleshooting more complex application malfunctions, bugs, and performance issues.

·       Both L1 and L2 work together to ensure timely resolution and maintain user satisfaction.

2.        Process Optimization and Efficiency:

Responsible for streamlining the way they handle user inquiries and application issues.

This involves:

·       Developing and maintaining clear processes for handling different types of issues, escalation procedures, and documentation standards.

·       Identifying areas for improvement by analyzing trends, user feedback, and resolution times.

·       Implementing solutions such as knowledge base improvements, automation of repetitive tasks, or user training materials to minimize future issues.

3.        Maintaining Application Uptime and Performance:

The ultimate goal is to keep the applications your team supports running smoothly with minimal downtime.

This involves:

·       Proactive monitoring of application health and performance metrics.

·       Identifying and addressing potential issues before they significantly impact users.

·       Working with developers to fix bugs and ensure application stability.

·       Maintaining disaster recovery plans to minimize downtime in case of unforeseen circumstances.

A day in the life:

The Service Manager acts as the central figure in ensuring lululemon’s applications run smoothly and any problems are addressed efficiently.

·       Overseeing the delivery and support of L1 and L2 application services.

·       L1 typically involves resolving basic user issues and escalating complex problems.

·       L2 involves diagnosing and troubleshooting application problems.

·       Managing a team of service desk analysts or technicians.

·       Ensuring service level agreements (SLAs) are met for application uptime and resolution times.

·       Maintaining and improving documentation for application services.

·       Identifying and implementing process improvements for the service desk.

·       Working with developers to resolve application bugs and defects.

·       Reporting on application service performance metrics.

 Qualifications:

·       Bachelor's degree in Business Administration, Information Technology, or a related field (preferred).

·       Minimum 10 years of experience in service desk management or a related role.

·       Proven experience in managing and supporting L1 and L2 application services.

·       Strong understanding of IT service management (ITSM) principles and methodologies (e.g., ITIL).

·       Experience with configuration management tools (CMDB)


Must haves:

·       Excellent leadership, communication, and interpersonal skills.

·       Strong problem-solving and analytical skills.

·       Ability to prioritize tasks and work effectively in a fast-paced environment.

·       Excellent organizational skills and attention to detail.

·       Proficiency in Microsoft Office Suite and other relevant IT tools such as confluence, Jira and Service Now.

·       Ability to build and maintain positive relationships with customers and internal stakeholders.