Service Manager (SAP Powertrain Applications)

SUMMARY:
Are you ready to shift gears and accelerate your career? We’re on the lookout for a dynamic and driven Service Manager – SAP Powertrain Applications to join our high-performing team! In this exciting role, you’ll be the engine behind our SAP-based powertrain solutions, steering service delivery, managing system performance, and ensuring our enterprise applications are always running smoothly. You'll collaborate with cross-functional teams—from engineering and production to IT and business leadership—fueling innovation and driving digital transformation in the automotive space. If you're passionate about problem-solving, thrive in a fast-paced environment, and love making complex systems work like a finely tuned machine, then this is your moment. Bring your A-game, your SAP know-how, and your powertrain passion—we’ll provide the roadmap and the open road. Buckle up, it's going to be a great ride!

POSITION INFO:
JOB DESCRIPTION INFORMATION:

Job Title: Service Manager (SAP Powertrain Applications)
Employment Type: Permanent
Work Model: Fully Remote


JOB CONTEXT:

The Service Manager for Application PT South and PCC is responsible for ensuring the successful delivery of IT services related to PT South and PCC. This role encompasses managing the contract and performance of the IT Service Provider, overseeing the service desk, and leading the monitoring team. The Service Manager will work collaboratively with stakeholders to ensure that service levels are met and that the application remains reliable, efficient, and aligned with business objectives. and system integration efforts, ensuring seamless integration across SAP environments.

THE JOB REQUIREMENTS:

Technical:

• Familiarity with IT service management tools and monitoring software.

• Ability to analyze performance metrics and produce actionable insights.

• Strong leadership abilities with experience in managing teams and driving performance.

• Excellent verbal and written communication skills; ability to communicate complex technical concepts to non-technical stakeholders.

• Strong analytical and problem-solving skills, with a proactive approach to resolving issues.

• Manage the relationship with the IT Service Provider, ensuring compliance with contractual obligations.
• Monitor and evaluate service provider performance against defined KPIs and SLAs.
• Act as the primary point of contact for escalations and issues related to service delivery.
• Conduct regular performance reviews and maintain documentation of service performance.

• Oversee the service desk operations to ensure timely and effective resolution of incidents and requests.
• Implement and maintain best practices in service desk processes, including incident management, problem management, and request fulfillment.
• Collaborate with the IT Service Provider to enhance service desk capabilities and user experience.
• Analyze service desk metrics to identify trends and areas for improvement.

• Lead the monitoring team to ensure proactive monitoring of application performance and availability.
• Develop and implement monitoring strategies to detect issues before they impact users.
• Coordinate with development and operations teams to address performance issues and optimize application functionality.
• Ensure that all incidents are logged, tracked, and resolved in a timely manner.

• Work closely with business units to understand their needs and ensure that services align with business objectives.
• Provide regular updates to stakeholders on service performance, issues, and improvement initiatives.
• Facilitate communication between technical teams and non-technical stakeholders.

• Identify opportunities for service enhancement and process optimization.
• Lead initiatives to improve service quality, customer satisfaction, and operational efficiency.
• Stay informed about industry trends and best practices to ensure application services are competitive and effective.

• Bachelor’s degree in information technology, Business Management, or a related field.

• 5+ years of experience in IT service management, preferably in a service manager or similar role.
• Proven experience managing IT service providers and vendor relationships.
• Knowledge of DevOps practices and tools within an SAP context.
• Strong background in service desk operations and incident management.
• ITIL Foundation certification or equivalent is preferred.

• Salary will be commensurate with experience and qualifications.