SAP Service Delivery Manager - EY GDS Spain - Hybrid
Posted 3 days ago
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.
Key Responsibilities
* Handle Incident, Enhancement, and Problem Management.
* Handle Availability, Service Level, and Service Catalog Management.
* Lead change, Knowledge, and Configuration Management.
* Oversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs.
* Provide hands‑on support during ticket peaks or Level 3 escalations in both Helpdesk and infrastructure support.
* Lead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase the team’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 (preferred).
* 10+ years of overall working experience, at least 3 years leading an AMS team.
* Experience in SAP Basis and SAP GTS.
* Experience 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 in Supply Chain and/or Customs solutions.
* Experience using ITSM tools like ServiceNow.
* Experience with ITIL processes and methodologies.
* Experience managing 24x7 operations, assigning shifts, holidays, and planning for emergencies.
What We Offer
* Empowering Career Development: Tailored training and development programs designed to elevate your skills.
* Flexible Work‑Life Integration: Hybrid work model allowing you to blend professional responsibilities with personal passions.
* Comprehensive Well‑Being Programs: Wellness initiatives, including psychological support and health resources.
* Meaningful Volunteering Opportunities: Community engagement programs to create a positive impact.
* Recognized Performance and Rewards: Recognition programs that honor individual and team successes.
Application
We invite you to submit your CV in English to apply for this position.
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