SAP Service Manager
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Responsible for managing IT service delivery, SAP application operations, third-party vendor performance, and service governance in a global enterprise environment. Ensure SLA/OLA compliance, operational stability, stakeholder satisfaction, risk management, and continuous service improvement.
Job Description
- Oversee day-to-day IT service operations and SAP application management.
- Monitor vendor performance against contractual SLAs, OLAs, and KPIs.
- Manage stakeholder relationships across business functions, IT teams, and third-party suppliers.
- Lead incident, problem, change, and service improvement management, including Root Cause Analysis (RCA) and preventive actions.
- Ensure compliance with ITIL processes, SOX controls, audit requirements, and global IT standards.
- Coordinate service reviews, disaster recovery tests, system stabilization, and implementation of new services.
- Support project transitions, release readiness, knowledge transfer, and operational quality.
- Manage service line budgets, operational costs, risks, and remediation activities.
Job Requirements
- Bachelor's degree in a relevant discipline; ITIL v4 certification is preferred.
- Minimum 8 years of experience in IT Service Delivery, IT Services, Application Management, or Platform Governance.
- Knowledge of SAP landscapes, including SAP S/4HANA, ECC, Fiori, BTP, and SAP integration technologies.
- Strong understanding of ITIL v4, ITSM processes, SLA/OLA management, incident management, and continuous service improvement.
- Proven experience in stakeholder management, third-party vendor governance, and global IT service operations.
- Experience in SOX-controlled environments, audits, risk management, and compliance.
- Familiarity with ServiceNow, Azure DevOps (ADO), and Agile or DevSecOps methodologies.
- Strong communication, problem-solving, collaboration, and leadership skills.
- Exposure to SaaS applications, digital solutions, AIOps, or AI-driven productivity tools is preferred.
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