Service Manager (SAP Powertrain Applications)

SUMMARY:
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POSITION INFO:

Overview: 

Our client in the automotive industry is looking to employ a Service Manager (SAP Powertrain Applications) responsible for ensuring the successful delivery of IT services. 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.

Qualification and Experience: 

• 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

Responsibilities: 

Contract and Vendor Management:

• 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

Service Desk Management:

• 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 fulfilment
• 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

Monitoring Team Oversight:

• 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

Stakeholder Collaboration:

• 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

Continuous Improvement:

• 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