| Job Description: |
Must-haves:
• Strong understanding of SAP landscapes, modules, and integration (ECC/S4HANA/BTP/Fiori/PI/PO/SolMan).
• Knowledge of SAP Basis fundamentals (system monitoring, transports, performance, user/security).
• Familiarity with SAP AMS (Application Management Services) processes.
• Good understanding of ITIL framework (Incident, Problem, Change).
• Ability to interpret SAP SLAs, KPIs, and service dashboards.
• Experience coordinating with SAP functional & technical teams (ABAP, Basis, Functional Consultants).
• Exposure to SAP Cloud (BTP), integrations, and hybrid environments (optional but preferred)."
Role Description:
Service Governance Run cadence (weekly/monthly reviews)| track SLAs/OLAs| KPIs| compliance| and audit readiness.
Customer Management Primary point of contact handle escalations| CSATNPS| and relationship health manage communications and expectations.
Operations Oversight : Ensure effective Incident/Problem/Change management| major incident handling (MIMBRidge)| root cause and preventive actions.
Delivery Management : Coordinate crossfunctional teams| vendors| and third parties manage capacity| demand| and workforce planning.
Continuous Improvement : Drive automation| shiftleft| process optimization| and cost reduction initiatives maintain a CSI register.
Financial Management : Own budgets| forecasts| invoicing| variance analysis| and margins for the service portfolio.
Risk Compliance : Maintain risk register| DRBCP readiness| security and regulatory adherence (e.g.| ISOITIL controls).
Reporting : Publish dashboards| service performance reports| and executive summaries.
Contract Scope : Adhere to SOWMSA| manage change requests| and control scope.
Role Summary: Own end-to-end delivery of IT managed services for assigned customers or business units| ensuring SLAs/OLAs are met| service quality is consistent| and continuous improvement is driven across incidents| problems| changes| capacity| and financials. |
