Service Manager; SAP Powertrain

Service Manager (SAP Powertrain Applications) required for a renowned automotive company

Remote role

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 Dev Ops practices and tools within an SAP context.
• Strong background in service desk operations and incident management.
• ITIL Foundation certification or equivalent is preferred.

Job Requirements

• Technical
  
  Skills:
  
  Familiarity with IT service management tools and monitoring software
• Analytical
  
  Skills:
  
  Ability to analyze performance metrics and produce actionable insights
• Leadership
  
  Skills:
  
  Strong leadership abilities with experience in managing teams and driving performance
• Communication
  
  Skills:
  
  Excellent verbal and written communication skills; ability to communicate complex technical concepts to non-technical stakeholders
• Problem-Solving
  
  Skills:
  
  Strong analytical and problem-solving skills, with a proactive approach to resolving issues.

Outputs

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 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.

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

Only shortlisted candidates will be contacted. Should you not receive a response within 14 days please consider your application unsuccessful. We will keep your CV on our database for any other relevant roles that may arise.