As the SAP Service Delivery Manager at Ava, you will oversee and coordinate all service management activities.
You will lead a team in managing service handovers, including hypercare management and go-live support, optimize service delivery processes, and direct a first and second level support team. Your responsibility will be pivotal in ensuring the punctual processing of incidents and service requests according to ITIL standards.
SAP Service Management
You will be responsible for SAP service and operations management, which includes:
* Managing and supporting first/second level support teams
* Implementation of service handovers (including hypercare and go-live support)
* Timely processing of incidents/requests according to ITIL standards
Performance and Process Optimization
You will focus on performance and process optimization by:
* Maintaining an eye on KPIs
* Crafting performance reports
* Improving service delivery processes through automation and adherence to SLAs
* Introducing innovative approaches
Strategic Planning & Implementation
Your responsibilities will include strategic planning and implementation by:
* Coordinating SAP technology, infrastructure, and administration
Project and Stakeholder Management
You will work closely with program management, developers, base teams, and implementation partners to:
* Ensure information transparency
* Meet deadlines
* Guarantee quality
* Enable smooth operations management
Incident and Problem Management
You will be responsible for coordinating escalations, analyzing recurring problems, and deriving sustainable solutions to ensure long-term system stability.
Supplier and Partner Management
You will manage service providers and implementation partners to ensure compliance, quality, and on-time delivery.
Promoting a Positive Corporate Culture
You will foster an appreciative and supportive working environment, building a team that is goal-oriented, motivated, and customer-focused.
Requirements
To be successful in this role, you should have:
* 8+ years of experience in managing SAP services and leading IT teams
* A minimum of 5 years of experience in a management position
* In-depth knowledge of SAP modules (MM, SD, FI, CO)
* Comprehensive SAP Basis knowledge in system architecture, monitoring, and archiving
* Experience with SAP S/4HANA (including private cloud, BTP) in cloud environments as well as hybrid and non-SAP system landscapes
* Familiarity with service delivery frameworks (ITIL, COBIT)
* In-depth experience in KPI reporting
* Strong communication and intercultural skills
* Excellent communication skills
* Confident demeanor
* Assertiveness
* Strong team management skills in international environments
* Willingness to travel internationally
* Proficient in English (required); knowledge of German is an advantage
What We Offer
At Ava, we offer:
* A cutting-edge environment driving architectural decisions for our global ERP future
* Impact and influence: owning a key sub-project with strategic visibility
* Growth and development opportunities, including continuous training and certifications
* A collaborative culture among passionate experts who champion innovation and teamwork