Join our dynamic team as an SAP Service Manager, where you will contribute to the day-to-day management of Maersk's SAP environment consisting of systems, tools, and applications. Your primary focus will be on ensuring service stability and integrity while consistently meeting customer service levels. This is an opportunity to make a significant impact within our organization by managing our SAP services efficiently and effectively.
Key Responsibilities:
· Service Delivery Management: Manage the delivery of SAP systems, tools, or applications and ensure their stability, integrity, and business continuity.
· Incident & Problem Management: Ensure implementation and adherence to a robust incident and problem management process across internal and external teams. Ensure identification, investigation, and resolution of incidents is driven across teams following standard procedures, in a timely manner, adhering to SLAs and KPIs. Drive ownership of problem management across internal engineering teams and implement an agreed prioritisation process with engineering teams to be accommodated within their existing workstacks. Report on incidents and review findings with key stakeholders. Ensure all RCAs are of a standard format and completed to a detailed level, ensuring all lessons learned and improvements are captured and driven to completion.
· Service Level Management: Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs. Agree adherence to SLAs with Dev/Ops, Engineering and cross functional teams to ensure alignment to customer expectations.
· Configuration & Asset Management: Ensure that an up-to-date asset inventory is maintained and only authorized components are used. Coordinate configuration management database changes and ensure that configuration items are identified, accounted, reported, verified, and audited.
· User & Access Management: Ensure proper user and access management is standardised and implemented within the SAP area.
· Operational Procedures & Documentation: Ensure adherence to documented operational procedures and quality standards.
· Vendor Management: Manage relationships with vendors to ensure service delivery meets business needs. Drive Vendor forums to review KPIs, performance, resourcing and feedback requirements.
· Project Work: Deliver assigned project work as per agreed timeline within budget and on-quality adhering to project management principles. Ensure Service Management involvement throughout process to reduce impact after release.
· Voice of the Customer: Act as the voice of the customer, ensuring that customer needs and feedback are central to service delivery and improvement initiatives. Drive this ethos within the team and cross team interactions
· Teamwork: Operate as part of a team of service managers, sharing learnings, supporting others and embracing self-development opportunities to ensure high performance and effective service delivery.
· Service Lifecycle Management: Manage services across the entire lifecycle, including experience in testing and service acceptance to ensure smooth transitions and high-quality service delivery. Introduce and ensure adherence to standardised Acceptance into Service process in alignment with Engineering and Release teams.
· Leadership: Demonstrate strong leadership skills to inspire and motivate teams, fostering a collaborative and high-performing work environment.
· Stakeholder Management: Foster a partnership relationship with key stakeholders across technology, process and business teams to ensures delivery of the required business outcomes for success.
· Communications: Ensure regular communications to key stakeholders to ensure they are made aware of critical information to support the effective and efficient running of the business service. Engage in business language to
enable ease of understanding by all stakeholders, and the ability to understand business impacts, risk and benefits.
· Risk Management: Raise and manage risks in line with our operational processes to ensure stability and integrity of our SAP application estate.
Required Experience:
· Strong experience in Service and Delivery Management in a global environment
· Previous experience of Service Model execution and support agreements
· Experience in standard ITIL Service Management practices.
· Strong experience in IT Incident & Problem Management, IT Service Level Management, and Vendor Management.
· Understanding of SAP landscapes and technologies
· Cross-cultural experience and experience collaborating across boundaries.
· Fluent in English (written and verbal).
· Experience in managing service delivery with large global organisations with external and internal suppliers / groups.
Preferred Qualifications:
· ITIL certification(s)
· BSc or MSc degree level
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Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing accommodationrequests@maersk.com.
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