SAP Service Manager

SAP Service Manager Job Description

Overview

The SAP Service Manager is responsible for managing SAP services, ensuring system reliability, and delivering high-quality support to business users. This role involves coordinating service operations, managing incidents and change requests, and working closely with stakeholders to align SAP services with business goals.

Key Responsibilities

Service Management & Operations

• Oversee the day-to-day SAP service operations, ensuring system stability and performance.
• Act as the primary point of contact for SAP-related service issues and escalations.
• Manage service levels, ensuring incidents and requests are resolved within defined SLAs.
• Coordinate with internal teams and external vendors to deliver SAP support services.

Incident, Problem & Change Management

• Monitor, prioritize, and resolve SAP-related incidents and problems.
• Analyze recurring issues, identify root causes, and implement permanent fixes.
• Manage change requests and ensure proper testing and validation before deployment.
• Ensure adherence to ITIL processes for incident, problem, and change management.

Stakeholder & Vendor Management

• Collaborate with business stakeholders to understand SAP service needs and expectations.
• Work closely with SAP consultants, developers, and support teams to resolve system issues.
• Manage relationships with SAP service providers and third-party vendors.
• Conduct regular service review meetings with stakeholders.

System Upgrades & Enhancements

• Plan and manage SAP system upgrades, patches, and enhancements.
• Ensure smooth transitions for new functionalities and system improvements.
• Coordinate testing and validation of system changes with business users.

Compliance & Security

• Ensure SAP services comply with security policies and industry regulations.
• Implement best practices for SAP security, user access, and data protection.
• Conduct regular audits and risk assessments to identify potential vulnerabilities.

Required Skills & Qualifications

• Bachelor’s degree in IT, Business, or related fields.
• Extensive experience in SAP service management, support, or consulting roles.
• Strong knowledge of SAP modules (e.g., SD, MM, FI, WM, S/4HANA).
• Familiarity with ITIL framework and service management best practices.
• Experience managing SAP AMS (Application Management Services).
• Excellent communication and stakeholder management skills.
• Ability to troubleshoot technical and functional SAP issues effectively.

Preferred Qualifications

• ITIL certification.
• Experience with SAP Solution Manager.
• Project management experience in SAP implementation or support projects.
• Knowledge of cloud-based SAP solutions.