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SAP Service Manager

  • Location
  • Job type Permanent
  • Reference BBBH122735
  • Salary £75000 - £100000.00 per annum + + Bonus and Benefits
  • Specialisation ERP
  • Posted September 13, 2021

Service Manager


The Project Team is a highly engaged group of experts building operational excellence through: efficient high-quality process and controls; technology enablers; sustaining knowledge and capabilities.

Purpose of role:
The Service Manager is responsible for the leading the development of the support solutions, including the support organisation and 3rd Parties. Driving Operational Excellence through standardisation/simplification of systems and enabling continuous improvement across Europe. Focused on the design, deployment of Support solutions and all necessary programme and BAU integration points.


Key responsibilities include:
  • Ownership of the end-to-end solution support design, deployment and maintenance for solution
  • Provide the strategic direction of support solution working closely with key stakeholders
  • Working with programme teams, support teams and 3rd parties to manage the ongoing delivery of support and transition from programme to BAU
  • Define solutions that are fit for purpose in terms of strategic alignment, quality, cost and time
  • Provide input and interface into the overarching programme
  • Support and mentor the wider support solutions teams in delivering joined up end to end solutions providing guidance and best practice where necessary
  • Ensure all of the components of a solution are considered and aligned including; functional and non-functional design, integration, infrastructure, security and service transition
  • Drive robust and transparent support solutions aligned to delivering outstanding service and meeting KITC (Key IT Controls)
  • Robust end to end solutions that align all technology components in the process
  • Manage escalations necessary to ensure solution integrity and efficiency, and ensure senior management is aware of significant issues or opportunities
  • Design and Maintain support processes in a Multi-system, multi-client Landscape that facilitates BAU support and ongoing Programme Roll-out
  • Provide governance support to in-market IT teams for support management
  • Working closely with other control owners (SoD, Audit, IT, Programme)
  • 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, etc)
  • Defining the overall production support model, including ITSM tooling, support and resolver groups, priority definitions and escalation paths
  • Defining and managing the 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
  • Designing IT Service Continuity procedures for production


Key experiences:
  • Bachelor's degree required
  • 5-7 years' experience in Service Management and Leadership
  • Experience of large scale SAP implementations and transformation programmes
  • Demonstrate with recent track record of delivering services processes
  • Sound overall knowledge of support solutions capabilities and industry best practices
  • Ability to understand, explain and present ideas to both technical and non-technical audiences at all levels up to senior management in a persuasive and convincing manner
  • Experience working for a multinational organisation and working with colleagues internationally and demonstrated mobility
  • Demonstrable service industry knowledge - ideally with focus on food service industry
  • Experience in a process-driven environment (ideally based on ITIL framework)
  • Demonstrated ability to think both strategically and tactically
  • Demonstrated ability to deliver continuous improvement initiatives
  • Proficient in influencing overall business results while managing the risk profile of the business
  • Excellent communication and presentation skills
  • Fluent English, with preferably with proficiency in French/German

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