SAP SERVICE MANAGER

 Managing the daily operations of SAP systems: The service manager is responsible for monitoring the performance of the SAP applications, identifying and resolving any issues that arise, and ensuring that the systems are running efficiently.

 Overseeing maintenance activities: The service manager is responsible for scheduling and performing regular maintenance of the SAP applications, which includes system patches, updates, and upgrades.

 Coordinating & prioritizing support activities: The service manager is the primary point of contact for any SAP related support issues and works with the SAP support providers to quickly resolve any problems that arise.

 Ensuring compliance with service level agreements (SLAs): The service manager is responsible for ensuring that all maintenance and support activities are performed in accordance with the organization's SLAs. Drive continual service improvement and innovation in productivity, software quality, and reliability

 Developing and implementing best practices: The service manager continuously evaluates the organization's SAP systems and processes to identify and implement best practices that enhance their efficiency and effectiveness.

 Facilitating communication between IT and business teams: The service manager is responsible for facilitating communication between IT and business teams to ensure that all parties have a clear understanding of the organization's SAP systems and their requirements. He/she is an escalation point for staff and internal customers.

 Training and development of SAP maintenance staff: The service manager is responsible for developing and delivering training programs to ensure that the SAP maintenance team is up-to-date with the latest SAP technology and best practices.

 Budget management: The service manager is responsible for developing budgets for SAP maintenance activities and ensuring that the costs are within the approved budget.

 Reporting and documentation: The service manager is responsible for providing regular reports on the status of SAP systems, maintenance activities, and support issues, as well as maintaining documentation related to SAP systems and processes.

 Audit&Compliance: the service manager is partner with security, data center, and service governance teams to deliver compliance with internal and external standards, expectations, and certifications.

 Knowledge of business processes in automotive/manufacturing industry is preferred

 A fluent English, both written and spoken, is considered a key skill to work at global level

 Italian language is a plus (not mandatory)

 experience

– 5 or more years of experience in a similar role

– Business process analysis

– ITIL foundation certification

 skills/competencies

– SAP AMS operating model deployment

– Service now and SLA monitoring

– Escalation management and mitigation actions set up

– Strong customer service, problem-solving, organizational, and conflict management skills.

 attitude/style

– collaborative, energetic, and results-oriented management style

– transparency and accountability

– leadership, communication, and customer service skills

– Ability to set direction and inspire team members to engage and successfully deliver on a vision.

– Willingness to travel, promote inclusion and diversity

 education

– degree on Engineering, Scientific disciplines, or Economics