Service Manager
On-siteHeidelberg, Baden-Wurttemberg, Germany
Job Summary
Manage SAP application support services, ensuring system stability, business continuity, and adherence to SLA and KPI targets. Lead major incident management, oversee governance forums, and conduct regular service reviews with customer IT leadership. Govern AMS processes including Incident, Problem, Change, Release, and Request Management per ITIL best practices while driving continuous service improvement initiatives. Own resource capacity, skills development, and succession planning to ensure sustainable delivery. Validate weekly timesheets, prepare monthly billing data, and review invoices to support accurate customer invoicing and revenue realization. Monitor team utilization, project profitability, and financial performance against budget targets. Provide regular performance feedback, coaching, and career development guidance to support consultant growth and engagement.
Required Qualifications
- 15- 20years of experience in project delivery
- Manage SAP AMS service delivery within agreed SLAs
- Ensure standardized and accurate tracking of service delivery activities
- Act as the primary customer-facing service lead
- Ensure effective governance of Incident, Problem, Change, Release, and Request Management processes aligned with ITIL best practices
- Monitor and report service KPIs and SLA performance
- Manage resource planning, capacity forecasting, knowledge management, and service transition activities
- Maintain oversight of the SAP application landscape and support operations
Desired Qualifications
- Manage SAP AMS service delivery within agreed SLAs, ensuring delivery excellence while maintaining time, budget, quality, and customer satisfaction targets
- Ensure effective governance of Incident, Problem, Change, Release, and Request Management processes aligned with ITIL best practices
- Monitor and report service KPIs and SLA performance, driving Continuous Service Improvement initiatives, process optimization, and automation opportunities
- Manage resource planning, capacity forecasting, knowledge management, and service transition activities from project delivery to AMS support
- Maintain oversight of the SAP application landscape and support operations, ensuring operational stability, compliance, business continuity, and achievement of contractual and financial objectives
- Promote a positive team culture by supporting work-life balance, consultant well-being, knowledge sharing, collaboration, and employee engagement
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