Service Manager SAP

Job title - Service Manager SAP

Job purpose

The Service Manager for the SAP team ensures reliable, high-quality SAP services that support business operations. This role manages service delivery and continuous improvement, acting as the link between business stakeholders like GPO, IT teams, and to meet service levels and enable transformation and enhancement.

Main selling points of the job

At Sulzer, we firmly believe that our success depends very much on finding and promoting the right people. Our terms and conditions of employment are among the best in the industry and are designed entirely to support our performance and development driven culture. Our people processes make Sulzer a great place to work for!

Main accountabilities and tasks (include KPIs and ESH requirements)

1. Manage and monitor all activities related to the SAP ticketing services: coordinating tickets, reviewing the SLA and managing the reporting, ensuring the whole team is targeting the SLA and OLA, supporting Service Management Transformation.
2. Managing SAP Releases process, revieing priorities with business, distribute and manage activities across the SAP functional and technical team.
3. Establish, manage and communicate the SAP service calendar with business.
4. Be the single point of contact for auditors, coordinating and supporting the audit activities within the SAP team.
5. Act as the primary point of contact for Process Owner communities
6. Lead SAP enhancement changes and small projects.
7. Manage and prioritize incidents, service requests, and change requests. Ensure root cause analysis and continuous improvement. Coordinate the team to resolve issues efficiently.
8. Ability to multitask under high stress & aggressive timelines.
9. Experience working with a distributed teams across the world.
10. Experience working and communicating with top management to manage expectations and escalate issues/risks
11. +5 years of experience in a similar position in-house in an international corporation
12. Required to travel 20%

Desired experience and qualifications

Work experience:

• Minimum 5 years experience with responsibilities outlined.
• Experience in a multi-national company environment
• Preferably experience on S4/HANA
• Preferably experience as Project Manager on SAP Project

Expertise (e.g. professional, technical): SAP functional certified preferred. ITIL Certified.

Experience with at least two SAP end-to-end implementation or redesign with implementation functional team experience.

Education: Level: Degree from Technical College preferred.

Languages: English

Soft skills:

• Ability to act independently
• Attention to detail
• Customer service oriented and ability to communicate at all levels within the company
• Flexibility and ability to adapt
• Interpersonal skills and cultural awareness
• Planning and Organization skills
• Problem solving skills
• Ability to work in a global team

Other:

Timely completion of service incidents, requests, problems and / or escalations relating to Service Operations to agreed SLA's, OLA's and best effort depending on priority of the ticket.

Measured By:

Internal Service Level Agreements

Published IT Service Level Agreements

Internal Key Performance Indicators and customer satisfaction

Available for travel as needed for work-assignments, training/conferences, meetings