Service Manager

Release and deployment

• Supports releases and deployments affecting SAP  services and related integrations.
• Coordinates stakeholder communication and post-deployment support activities when required.

Problem management

• Coordinates the investigation and root-cause analysis of recurring service problems.
• Ensures corrective and preventive actions, owners, and target dates are documented and followed through.
•  Uses incident trends and service data to identify continuous improvement opportunities.

Incident management

• Oversee the prioritization, assignment, escalation, and follow-up of incidents affecting SAP  services.
• Coordinates the resolution of critical or high-impact incidents across the relevant teams.
• Ensures business impact, progress, resolution, and follow-up actions are clearly documented and communicated.

Key Relationships:

• Senior Service Manager
• LAM Service Management Team
• Global IT and Technology Teams
• SAP Support Teams
• LAM Sales, Wholesale, Retail and Supply Chain Business Stakeholders

Requisite Education and Experience / Minimum Qualifications:

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
• Proficient spoken and written command of English
• At least 5-year experience in IT
• 2 years of experience in relevant area
• 1 year of experience in team management
• Understanding of different culture
• Participated in projects with people from other functions/markets