SAP Functional Service Manager

At allnex, you can go to work knowing you make a lasting impact on the world around you. Our work helps to protect and improve more than 1,000 products; from interior coatings for airplanes and scratch-resistant coatings for smartphones, to corrosion protection for cars, and even printing inks for glossy magazines. We are present in 4 regions, with more than 4,000 employees globally, and serve customers in over 100 countries, which makes allnex the world's leading industrial coatings resins company.

Please, come and see allnex insights - **Let’s make an impact together**

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**Position overview**:
Do you have the capability and experience to lead a team of seniors, mediators, and juniors who are assigned to deliver functional support to the global allnex SAP environment? allnex is looking for a professional talent to be
responsible for managing the allnex SAP Support Centers in Petaling Jaya, Malaysia, and Riga, Latvia. As a SAP Functional Service Manager, you manage and lead the team of allnex SAP functional support desk analysts, as
well as external and internal functional project analysts on service-related support requests. In this role, you will be coordinating the relation and interaction with the 3rd party SAP Application Management Service Desk (3rd
line support). Additionally, you must be capable to ensure the seamless and efficient run of the internal ERP environment.

This exciting opportunity sits within the Core Business IT Solutions team and will be based in the Global Business Services Center located in Petaling Jaya, Malaysia.

If you are driven, determined, and want to take the next step in your career, this role is for you. Let’s connect together for this great career progression opportunity in allnex.

**Responsibilities**:

- Responsible for service delivery with a focus on consistency, quality, and compliance with firm policies and procedures.
- Responsible for the supervision of support staff including facilitating communication, training, and development of the team.
- Act as a pivotal role to ensure SAP service tickets are properly and timely resolved by assigning and involving the right people.
- Manage the day-to-day resolution of client service issues and service requests, service transaction approvals, and escalations.
- Act as a contact point for the assignment to and resolution of tickets by the 3rd line AMS.
- Safeguard the creation, distribution of excellent functional and technical design documents and validate the correct interpretation of these documents by internal and external service staff.
- Responsible for constantly conducting staff meetings to communicate policies and procedures, share best practices, and promote teamwork within the organization.
- Responsible for carrying out analysis on resource management, follow-up & reporting on issue solving according to internal SLA’s and initiatives that concern the SAP Service organization.
- Prepare associated reports, correspondence, and submissions to the Global SAP Support Manager.
- Coach the SAP Service team in their efforts to resolve, document, and implement systems functionalities, reports, and interfaces in order to enable End-to-End Business Processes effectiveness.
- Assist in the delivery of issue resolution and change request handling in your domain(s) of SAP expertise.

**Required skills and experience**:

- 10 - 15 years of IT and business/industry work in a service-driven environment.
- Experience in managing Service delivery in the area of SAP in a Multi-National Company or Global Services environment or in a SAP Consultancy Company as a Service Delivery Manager.
- Broad knowledge of SAP processes & integrations and excellent in-depth knowledge of at least 1 SAP core module (certification is a plus).
- Good understanding of methodologies to manage and improve complex cross-functional service processes (e.g. ITIL, PMP).
- Excellent and specialized functional understanding of the IT infrastructure and SAP technology implemented across the different functional areas in scope.
- Excellent computer skills (Microsoft Office) are required.
- Knowledge in using ticketing systems (e.g. Service Now) is considered a plus
- Proficiency in English language, other languages is an added advantage.
- Strong communication and interpersonal skills.
- Excellent service management skills, with a demonstrated track record.
- Ability to analyze, understand, and effectively communicate between business requirements, technical design, and service delivery.
- Good understanding of and affinity with the cross-functional processes in a multinational enterprise for the functional area of focus.
- Problem-solving, negotiation, and decision-making skills to influence management, as well as internal and external partners.
- Demonstrate leadership abilities; effective in matrix management and team building; change advocate; drive collaboration