About this role
SERVICE MANAGER Purpose & Overall Relevance for the Organization: The Service Manager supports the stability and performance of SAP services and related business processes across LAM, acting as a key connection between Business, Technology, and Support teams.
Key Responsibilities
- Business analysis Investigate operational needs, recurring service issues, and improvement opportunities related to SAP services and connected business processes.
- Assesses business impact and translates operational needs into clear requirements for Technology and Support teams.
- Supports acceptance testing for agreed service improvements.
- Service level management Monitors service performance, operational KPIs, ticket aging, backlog, and SLA adherence.
- Coordinates prioritization and escalations based on business impact and operational urgency.
- Provides stakeholders with clear communication regarding service performance, risks, and critical incidents.
- Service acceptance Confirms that new or changed services meet agreed service-acceptance and quality criteria.
- Assesses operational readiness, including support ownership, documentation, monitoring, escalation paths, and knowledge transfer.
- Ensure operational risks and support requirements are addressed before transition.
- Change management Reviews testing evidence and change documentation prior to production deployment.
- Approves production deployment requests in ASPEN following established Change Management procedures.
- 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