SAP Service Manager(RARR Job 5284)

Roles and Responsibilities:

• Overseeing Service operations of all support teams.
• Prioritizing issues/tickets based on their severity and impact and capacity planning.
• Manage and resolve escalations
• Ensure team follows best practices and maintain service level agreements
• Maintaining strong working relationships with key stakeholders and business users
• Exceptional problem-solving and decision-making abilities
• Monitoring service metrics, analyzing customer feedback and addressing any gaps or areas for improvement.
• Creating Service Now dashboard and creating monthly SLA reports and driving Service review governance meetings with customers
• Managing new onboarding of Support teams
• Developing and implementing service strategies to meet customers’ needs and improve service quality.
• Collaborating with internal teams to find appropriate solutions
• Collecting and assessing feedback from customers and clients to identify areas of improvement, and incorporating their feedback into daily operations
• Collaborate with customer technical, product and business teams to establish long term service plans.
• Understanding the Company services, products & business process
• Drive continuous service improvements across the portfolio, propose, implement and track ROI.
• Drive AI ops implementation to improve service efficiencies.

Skill Requirement:

• Minimum of 10 years exp in Service Management & ITIL Certified
• Basic Understanding of SAP ERP - Logistics Module
• Tools - Service Now, MS Office, Veeva, SAP
• Strong Understanding of ITIL concepts (Incident, Change, Problem, Request Management)
• Pharmaceutical Experience is preferred.
• Good Communication Skills
• Handling Customer Escalations
• Good Collaboration with external stakeholders
• Strong Leadership and team management skills