Service Manager - SAP Finance Module - IT

- This role demands strong ITIL, IT Service Management, COBIT, and DevOps expertise, plus deep knowledge of SAP Finance (ECC & S4/Hana). Key duties include maintaining allocation key accuracy, staying updated on tech trends, collaborating on urgent business needs, and advocating for service value. The candidate will also conduct service reviews and implement the Service Roadmap. A relevant bachelor's degree in Computer Science / Informatics or related Engineering field and excellent communication, organizational, and problem-solving skills are required.

- The Service Manager is responsible to ensure an efficient and effective delivery of DTX services on a daily base. The role works closely with the accountable Service Owner, Process Owners, external partners, and peers to deliver an integrated End2End Service to our internal customers.

The Service Manager is responsible for:

- The execution and optimization of defined Service Management processes

- An effective Incident and Service Request handling

- Performance Reporting of the respective Services

- Execution of Service Improvements, as well as License and Contract management.

- As the deputy of the Service Owner for the respective Service, the Service Manager needs to work closely with business stakeholders, aligning with the Business Engagement and Architecture Teams, to understand and improve the delivery of the DTX Service.

- The Service Manager needs to Justify new position in DTX RUN to manage the Finance Services like accounting services (General accounting, Account receivables, Account payables, Asset accounting, ....), Vendor Invoice Management application services, Banking application services, tax application services, etc.

Applications for the management of the Service:

- SAP Finance module/sub-modules

- Microsoft Dynamics Finance module/sub-modules

- Col.bi/Taxually

- Creditsafe

- TM5

- Esker

- The Service Manager is responsible for the day-2-day Service Delivery including the execution of the required Service Lifecycle components including Continuous Service Improvements. Manage and maintain the respective Services by ensuring their availability, performance, scalability, and security.

- The Service Manager understands the business and functional requirements for the respective Service, executes the defined operational IT Service Management processes to ensure a high-quality Service Delivery of the respective services; including the automation of processes where possible and financially affordable.

- The Service Manager should execute, monitor, and report on the contractual commitments of partners and suppliers in close cooperation DTX Procurement, Operations Management and other DTX functions involved.

- The Service Managershould measure and monitor the service health and report on the performance of the defined OLA, SLA and KPIs; identify and resolve issues before they affect business operations.

- The Service Manager should review contracts & SOW content to ensure validity on a regular base, measure deliverables and drive change where required and ensure a fast and effective resolution of Incidents and execution of Service Requests to reduce business impact to a minimum.

- The Service Manager would lead the resolution of Major Incidents.

- The Service Manager would implement, monitor, and report on DTX compliance and security requirements based on the defined policies and guidelines.

- The Service Manager ensure that governance, policies and procedures for the respective Service are defined and executed.

- The Service Manager would identify, report, track and remediate operational risks in close alignment with Service Owners and compliance leads.

- The Service Manager would ensure that all required Service- and Process-related documentation including operational handbooks, standard operating procedures and knowledge base articles are available and up to date.

- The Service Manager would support the Handover-to-Operation process into Service Operation in close alignment with Solution Design & Implementation team.

- The Service Manager would perform budget and spend control of the respective cost centers supporting the Service Owner and DTX Finance team.

- The Service Manager should have strong knowledge and experience in applying ITIL, IT Service Management, COBIT, and DevOps principles and practices.

- The Service Manager should have strong and broad knowledge in actual IT technologies with a focus on SAP Finance module (ECC & S4/Hana) and integration of SAP with other solution (treasury solution, tax compliance tools, Vendor Invoice management solution).