<p><strong>Service Manager (SAP Powertrain Applications)</strong> required for a renowned automotive company </p><p><strong>Remote role </strong></p><p><strong>Qualification and Experience</strong></p><ul><li>Bachelors degree in information technology, Business Management, or a related field.</li><li>5+ years of experience in IT service management, preferably in a service manager or similar role.</li><li>Proven experience managing IT service providers and vendor relationships.</li><li>Knowledge of DevOps practices and tools within an SAP context.</li><li>Strong background in service desk operations and incident management.</li><li>ITIL Foundation certification or equivalent is preferred.</li></ul><p><strong>Job Requirements</strong></p><ul><li>Technical Skills: Familiarity with IT service management tools and monitoring software</li><li>Analytical Skills: Ability to analyze performance metrics and produce actionable insights</li><li>Leadership Skills: Strong leadership abilities with experience in managing teams and driving performance</li><li>Communication Skills: Excellent verbal and written communication skills; ability to communicate complex technical concepts to non-technical stakeholders</li><li>Problem-Solving Skills: Strong analytical and problem-solving skills, with a proactive approach to resolving issues.</li></ul><p><strong>Outputs</strong></p><p>Contract and Vendor Management:</p><ul><li>Manage the relationship with the IT Service Provider, ensuring compliance with contractual obligations.</li><li>Monitor and evaluate service provider performance against defined KPIs and SLAs.</li><li>Act as the primary point of [contact details removed] and issues related to service delivery.</li><li>Conduct regular performance reviews and maintain documentation of service performance</li></ul><p>Service Desk Management: </p><ul><li>Oversee the service desk operations to ensure timely and effective resolution of incidents and requests.</li><li>Implement and maintain best practices in service desk processes, including incident management, problem management, and request fulfillment.</li><li>Collaborate with the IT Service Provider to enhance service desk capabilities and user experience.</li><li>Analyze service desk metrics to identify trends and areas for improvement.</li></ul><p>Monitoring Team Oversight: </p><ul><li>Lead the monitoring team to ensure proactive monitoring of application performance and availability.</li><li>Develop and implement monitoring strategies to detect issues before they impact users.</li><li>Coordinate with development and operations teams to address performance issues and optimize application functionality.</li><li>Ensure that all incidents are logged, tracked, and resolved in a timely manner.</li></ul><p>Stakeholder Collaboration: </p><ul><li>Work closely with business units to understand their needs and ensure that services align with business objectives</li><li>Provide regular updates to stakeholders on service performance, issues, and improvement initiatives.</li><li>Facilitate communication between technical teams and non-technical stakeholders</li></ul><p>Continuous Improvement:</p><ul><li>Identify opportunities for service enhancement and process optimization.</li><li>Lead initiatives to improve service quality, customer satisfaction, and operational efficiency.</li><li>Stay informed about industry trends and best practices to ensure application services are competitive and effective</li></ul><p>Only shortlisted candidates will be contacted. Should you not receive a response within 14 days please consider your application unsuccessful. We will keep your CV on our database for any other relevant roles that may arise.</p><p> </p>