IT Service Manager with SAP CAR & Retail

What we are looking for

• Minimum 5+ years of hands-on IT Service Management experience (preferably in complex enterprise environments)

• ITIL certification – nice to have

• Previous exposure to SAP ERP – strong advantage (SAP Retail / CAR experience will be a plus)

• Ability to work aligned with US East Coast time zone (EST)

• Proactive, self-driven mindset and strong ownership attitude

• Excellent stakeholder management and ability to build long-term customer relationships

• Comfortable working in a fast-paced, agile environment, with shifting priorities

• English at C1+ level (spoken and written)

Key responsibilities

• Act as the single point of contact (SPOC) for all US-related SAP Retail & CAR support topics

• Oversee incident management and coordinate resolution activities together with the external vendor

• Drive the end-to-end delivery of Change Requests, ensuring full compliance with the established change process

• Lead the vendor support team and coordinate dependencies with other system support teams to ensure smooth and timely issue resolution

• Manage planned and unplanned downtimes, including patching and security updates, following existing operational procedures

• Ensure timely vulnerability remediation and track progress until closure

• Coordinate risk remediation actions for SAP CAR & Retail US environments

• Perform required IT controls and compliance activities, including SOX-related controls

• Execute ITPF self-assessments for SAP CAR & Retail US instances

• Monitor operational KPIs, identify trends, and provide actionable insights to stakeholders

• Approve FireFighter access and support access governance processes

• Coordinate access management updates in collaboration with the IBM Security Team

• Track, monitor, and report budget for US-based activities across Support and Change streams

• Coordinate the approval and implementation of US-specific changes within the CAB (Change Advisory Board) process

• Handle additional ad-hoc Service Management tasks as required