SAP Service Manager

I am currently looking for an experienced SAP Service Manager to join our customer on a permanent basis.

The Service Manager is a key management role within our customer's Service Operations, ensuring the integrity and operation of the production service; establishing ITIL based service level agreements and supporting service operations procedures and reporting.

Responsibilities:

• Define and manage the internal service level agreement between the central solution and its customer markets.
• Establishing and continually improving a set of Service management metrics including, incident resolution, system availability, response times.
• Defining and managing the programme availability process including hours of service and downtime planning and communication.
• Defining and overseeing the incident management process, including owning and leading the critical incident response team.
• Defining and overseeing the problem management process including leading root cause analysis reviews and initiating problem management resolutions.
• Designing and providing monthly and ad hoc service reporting.
• Organising and running routine service reviews with business clients and third-party service providers.