Service Manager
3 days ago
Service Management Expertise Command of ITIL practices to handle incident, problem, and change management. Deep familiarity with SAP platforms (ECC, S/4HANA, BW, Fiori). Commitment to performance excellence—measuring and achieving SLAs and KPIs. Stakeholder & Vendor Engagement Negotiating and managing third-party vendors while holding them accountable. Facilitating service reviews and performance assessments with data-driven insights. Continuous Improvement Mindset Promoting standardization and best practices across SAP landscapes. Staying ahead of the curve in digital transformation—whether Agile, DevOps, or cloud strategies. Cross-functional Coordination Supporting complex project landscapes without disrupting operations. Aligning IT services tightly with business objectives through seamless communication. Language Excellent command of spoken Chinese. Key Responsibilities: • Service Management & Delivery o Oversee end-to-end delivery of SAP application services (ECC, S/4HANA, BW, Fiori, etc.) o Ensure SLAs, KPIs, and service quality targets are met or exceeded o Manage incident, problem, change, and release management processes • Stakeholder Engagement o Act as the primary point of contact for business units regarding SAP service delivery o Collaborate with business stakeholders to understand requirements and ensure alignment with IT services • Vendor & Partner Management o Manage third-party vendors and AMS providers to ensure effective service delivery o Conduct regular service reviews and performance assessments • Continuous Improvement o Identify opportunities to optimize SAP operations and reduce costs o Drive automation, standardization, and best practices across SAP services • Project Support o Support SAP-related projects and upgrades, ensuring minimal disruption to operations o Coordinate with project managers and technical teams for smooth transitions • Compliance & Governance o Ensure compliance with internal policies, security standards, and regulatory requirements o Maintain documentation and audit readiness for SAP services Qualifications: • Bachelor’s degree in Information Technology, Computer Science, or related field • 8+ years of experience in SAP service delivery or application management • Strong understanding of SAP modules (e.g., FI/CO, MM, SD, HCM, etc.) • Experience with ITIL framework and service management tools (e.g., ServiceNow) • Proven track record in vendor management and SLA governance • Excellent communication, leadership, and stakeholder management skills Preferred Qualifications: • Experience with SAP S/4HANA migration or implementation • Familiarity with Agile or DevOps methodologies • Excellent command of spoken Chinese
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