As SAP Service Delivery Manager, you will play a critical role in ensuring client satisfaction by overseeing a team responsible for meeting and exceeding Service Level Agreements (SLAs). You will manage the daily operations of your team, ensuring they have the resources necessary to succeed, while also maintaining strong relations with the client and internal stakeholders.
Joining our team in EY office in Malaga, Spain, you will enhance your expertise by leading cross‑disciplinary teams to deliver cross‑border services to a client in the Global 500 list.
Key Responsibilities
* Handle Incident management, Enhancement Management and Problem Management.
* Handle Availability Management, Service Level Management and Service Catalog Management.
* Handle change management, Knowledge Management and Configuration Management.
* Oversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs.
* Provide hands‑on support during ticket peaks or for Level 3 escalations in both Helpdesk and infrastructure support.
* Lead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase Team Work’s added value.
* Set clear expectations and provide guidance to team members through effective communication.
* Work closely with stakeholders to continuously improve service delivery and customer satisfaction.
* Enable Automation for IT and Business processes to increase efficiency.
* Identify and mitigate risks related to service delivery and take proactive measures to maintain high‑quality service.
* Prepare and present reports on service delivery performance, highlighting achievements, challenges, and recommendations for improvement.
Skills and Attributes for Success
* Strong communication skills with the ability to set clear expectations and lead teams effectively.
* Excellent communication skills in English, German or Spanish is plus.
* 10 years of overall working experience, at least 3 years leading AMS team.
* SAP Basis and SAP GTS Experience.
* Experience in leading service delivery meetings and presenting technical KPIs to customers.
* Ability to work hands‑on in both Helpdesk and infrastructure‑related activities when required.
* Customer Service Management experience working in a Supply Chain solutions and/or Customs solutions.
* Experience in using ITSM tools like ServiceNow.
* Experience in Service Delivery with ITIL processes and methodologies.
* Experience in Managing 24x7 operations, assigning shifts, holidays and planning for emergency.
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