Service Manager - SAP Basis & Cloud team
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We are seeking a Service Manager for our SAP Basis & Cloud team at Zoi, a company dedicated to building the digital evolution for enterprise customers by bridging the gap between enterprise IT and emerging technologies. Our focus is on delivering innovative cloud solutions to the Retail and Manufacturing industries.
Our expanding European teams are based in Stuttgart, Berlin, Lisbon, Barcelona, Figueres, Sevilla, Las Palmas, and Cologne, with additional support in Mexico City and Ho Chi Minh City. Travel between locations is possible.
What You Do :
* Lead and manage a team of over 20 technical consultants with strong leadership skills.
* Deep understanding of SAP landscapes, including 3-tier setups (Development, Test, Production), CUA, and SAP software like GTS, APO, EWM, HCM, MDM, Ariba.
* Solid knowledge of cloud infrastructure, especially AWS and related services.
* Proficiency in IT Service Management frameworks, ideally ITIL.
* Experience with ticketing systems such as Jira for incident and request management.
* Familiarity with documentation tools like Confluence.
* Ability to handle a high volume of tickets (over 100 weekly) and prioritize effectively.
* Excellent communication skills for interacting with clients, support teams, and stakeholders.
* Experience managing SLAs and ensuring compliance.
* Implementing proactive monitoring and maintenance strategies to ensure system availability and health.
Who You Are :
* Experienced in managing technical support teams in SAP Basis and/or cloud environments.
* Proven track record in maintaining complex SAP landscapes with high customization.
* Skilled in managing routine tasks like upgrades, backups, and cost control.
* Experience in supporting 24x7 services with distributed teams.
* Proficient in Jira ticket management and documentation with Confluence.
* Familiar with SAP and cloud monitoring tools like SAP Solution Manager, Nagios, Zabbix, and Amazon CloudWatch.
* Strong client coordination skills and focus on service satisfaction.
* Committed to continuous improvement and innovative service enhancements.
Seniority level: Mid-Senior level
Employment type: Full-time
Job functions: Information Technology, IT Services and Consulting
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