Service Manager

The Service Manager supports the stability and performance of SAP services and related business processes across LAM. The role acts as a key connection between Business, Technology, and Support teams, working within the Technology team and collaborating with the Senior Service Manager, LAM Service Management Team, Global IT and Technology Teams, SAP Support Teams, and LAM Sales, Wholesale, Retail and Supply Chain Business Stakeholders.

• Investigate operational needs, recurring service issues, and improvement opportunities related to SAP services and connected business processes, assessing business impact and translating needs into clear requirements for Technology and Support teams.
• Support acceptance testing for agreed service improvements.
• Monitor service performance, operational KPIs, ticket aging, backlog, and SLA adherence, and coordinate prioritisation and escalations based on business impact and operational urgency.
• Provide stakeholders with clear communication regarding service performance, risks, and critical incidents.
• Confirm that new or changed services meet agreed service-acceptance and quality criteria, assessing operational readiness including support ownership, documentation, monitoring, escalation paths, and knowledge transfer
• And ensuring operational risks and support requirements are addressed before transition.
• Review testing evidence and change documentation prior to production deployment, and approve production deployment requests in ASPEN following established Change Management procedures.
• Support releases and deployments affecting SAP services and related integrations, coordinating stakeholder communication and post-deployment support activities when required.
• Coordinate investigation and root-cause analysis of recurring service problems, ensuring corrective and preventive actions, owners, and target dates are documented and followed through, and using incident trends and service data to identify continuous improvement opportunities.
• Oversee prioritisation, assignment, escalation, and follow-up of incidents affecting SAP services, and coordinate resolution of critical or high-impact incidents across relevant teams.
• Ensure business impact, progress, resolution, and follow-up actions are clearly documented and communicated.

• Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience.
• Proficient spoken and written command of English.
• At least 5 years of experience in IT.
• 2 years of experience in relevant area.
• 1 year of experience in team management.
• Understanding of different cultures.
• Participated in projects with people from other functions or markets.

The company believes that embedding diversity, equity, and inclusion into its culture and talent processes gives employees a sense of belonging and the brand a competitive advantage.