Service Manager (SAP Powertrain Applications)

• 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.

• 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.

• 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

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