Service Manager

In this role as SAP Finance Incident & Service Management Lead, your primary responsibilities include: - Being the primary owner of all SAP Finance incidents, ensuring swift triage, prioritization, and resolution across various Finance modules. - Leading the end-to-end Incident Management lifecycle, from logging through to root cause analysis, post-incident review, and permanent fix to prevent recurrence. - Managing the Major Incident Management (MIM) process for Finance-critical SAP outages, coordinating across multiple teams and stakeholders. - Proactively monitoring SAP Finance system health using observability tools and establishing early warning thresholds to prevent incidents. - Driving Problem Management by identifying recurring incident patterns and implementing root cause fixes to reduce incident volume. Additionally, you will be responsible for: - Managing and publishing SAP Finance Service Performance dashboards covering incident volumes, SLA adherence, MTTR, change success rates, and service availability. - Ensuring consistent adherence to ITIL-aligned service management processes across all Finance SAP modules. - Conducting regular Service Review meetings with stakeholders and vendors to present performance data and improvement plans. - Leading Change Advisory Board participation for all Finance-impacting SAP changes. As the trusted liaison between various stakeholders, your duties will involve: - Building and sustaining strong relationships with senior Finance stakeholders and Digital leadership. - Managing SAP AMS partner performance and holding vendors accountable to contractual obligations and quality standards. - Leading the Finance SAP team's AI Ops transformation roadmap to introduce intelligent automation and improve incident management. Moreover, you will be expected to: - Champion the adoption of SAP Business AI capabilities within Finance workflows. - Define and execute a Continual Service Improvement plan aligned with Finance and Digital objectives. - Ensure all SAP Finance services operate within the IT governance, audit, and compliance framework. In terms of team leadership and capability development, you will: - Lead, mentor, and develop a team of SAP Finance consultants and support analysts. - Build team capability in emerging technologies such as AI Ops tools, SAP BTP, and intelligent automation. In this role as SAP Finance Incident & Service Management Lead, your primary responsibilities include: - Being the primary owner of all SAP Finance incidents, ensuring swift triage, prioritization, and resolution across various Finance modules. - Leading the end-to-end Incident Management lifecycle, from logging through to root cause analysis, post-incident review, and permanent fix to prevent recurrence. - Managing the Major Incident Management (MIM) process for Finance-critical SAP outages, coordinating across multiple teams and stakeholders. - Proactively monitoring SAP Finance system health using observability tools and establishing early warning thresholds to prevent incidents. - Driving Problem Management by identifying recurring incident patterns and implementing root cause fixes to reduce incident volume. Additionally, you will be responsible for: - Managing and publishing SAP Finance Service Performance dashboards covering incident volumes, SLA adherence, MTTR, change success rates, and service availability. - Ensuring consistent adherence to ITIL-aligned service management processes across all Finance SAP modules. - Conducting regular Service Review meetings with stakeholders and vendors to present performance data and improvement plans. - Leading Change Advisory Board participation for all Finance-impacting SAP changes. As the trusted liaison between various stakeholders, your duties will involve: - Building and sustaining strong relationships with senior Finance stakeholders and Digital leadership. - Managing SAP AMS partner performance and holding vendors accountable to contractual obligations and quality standards. - Leading the Finance SAP team's AI Ops transformation roadmap to introduce intelligent automation and improve incident management. Moreover, you will be expected to: - Champion the adoption of SAP Business AI capabilities within Finance workflows. - Define and execute a Continual Service Improvement plan aligned with Finance and Digital objectives. - Ensure all SAP Finance services operate within the IT governance, audit, and compliance framework. In terms of team leadership and capability development, you will: - Lead, mentor, and develop a team of SAP Finance consultants and support analysts. - Build team capability in emerging technologies such as AI Ops tools, SAP BTP, and intelligent automation.