Position Summary:
The Service Manager is responsible for the end-to-end management of application services with a strong focus on SAP environments. This role ensures high-quality service delivery, continuous improvement of IT service management processes, and strong stakeholder satisfaction. The position combines operational excellence with strategic oversight and team leadership.
Key Responsibilities
- Lead and manage SAP-focused application management services
- Ensure effective operation and continuous improvement of IT Service Management (ITSM) processes (incident, problem, change, release management, etc.)
- Monitor and manage service levels (SLAs), including performance tracking and reporting
- Drive service quality, efficiency, and customer satisfaction
- Lead, develop, and motivate the service delivery team
- Plan and manage resource allocation and capacity
- Act as the primary point of contact for key stakeholders, ensuring transparent communication
- Proactively identify risks and implement solution-oriented improvements
- Promote innovation and continuous service enhancement initiatives
Requirements
- Minimum 10 years of experience in Service Management or a combination of relevant Service Management or Project Management roles
- Strong practical and theoretical knowledge
- Proven experience (minimum 5 years) in people management and team leadership
- Strong understanding of IT service management principles, preferably ITIL based
- Innovative mindset with a proactive, solution-oriented personality
- Strong communication and stakeholder management skills
- Fluent English, in addition German language is preferred