This role will be a part of the Human Resources and Finance transformation program that includes the implementation of a central SuccessFactors and S/4HANA solution. We are recruiting a Service Delivery Manager to support us in this journey with a primary focus on supporting SAP SuccessFactors and Sap Analytics Cloud (SAC). You will contribute to the ongoing projects and manage the system support, assist in implementation of additional modules & new processes, manage stakeholder with the HR and Finance Community, collaborate with the wider SAP CoE and the wider Technology team.
Your responsibilities:
- Lead and execute incident, change and problem management process
- Act as an escalation point for Major Incidents and issues that have breached SLAs
- Manage vendor support services, ensuring compliance with SLA and KPI
- Coordinate delivery of Business applications support services
- Assure an effective communication and coordinate resolution of issues escalated from users, partners and vendors
- Ensure successful development and delivery of enhancements, improvements, changes and projects
- Proactively communicate and cooperate with stakeholders on incidents and service requests statuses, progress and trends
- Provide technical guidance and process expertise for the SuccessFactors and Sap Analytics Cloud
- Introduce service improvements and work with stakeholders to achieve process stabilization
Your profile:
- Experience in setting and managing ITIL environment
- Proven capability and experience in application support management preferably at an enterprise level
- Experience in managing SAP systems
- Strong IT Service Management and standards experience
- Proven capability and experience in integrating services from multiple service providers
- Experience in managing technical teams, vendors and partners
- Knowledge about ITSM framework
- Excellent communication skills in English (required), German (desirable)
Our offer:
- 100% Remote
- Contract of Employment or B2B
- Sport Card
- Life insurance
- Private Health insurance