SAP Service Delivery Manager - EY GDS Spain - Hybrid

SAP Service Delivery Manager role involves overseeing a team responsible for meeting and exceeding Service Level Agreements (SLAs) for a client in the Global 500 list. The role requires strong communication skills, leadership experience, and expertise in SAP Basis and SAP GTS. The ideal candidate will have 10 years of working experience, at least 3 years leading AMS team, and experience in service delivery with ITIL processes and methodologies.

Requirements

• Handle Incident management, Enhancement Management and Problem Management.
• Handle Availability Management, Service Level Management and Service Catalog Management.
• Handle change management, Knowledge Management and Configuration Management.
• Oversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs.
• Provide hands-on support during ticket peaks or for Level 3 escalations in both Helpdesk and infrastructure support.
• Lead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase Team Work’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.
• Enabling 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.

Benefits

• Empowering Career Development
• Flexible Work-Life Integration
• Comprehensive Well-Being Programs
• Meaningful Volunteering Opportunities
• Recognized Performance and Rewards