SAP Technical Services Coordinator

Job Title

Technical Service Coordinator

• Coordinating Service Delivery:
  Collaborate closely with technical teams to ensure efficient and timely service delivery, ensuring that all services are executed effectively and in accordance with established timelines.
• Managing Customer Relationships:
  Serve as the primary point of contact for clients, managing customer relationships by addressing queries and concerns, and ensuring that all issues are resolved promptly and to the client’s satisfaction.
• Monitoring Service Performance:
  Oversee service performance to ensure compliance with agreed-upon standards by analyzing performance metrics, identifying improvement opportunities, and implementing necessary process enhancements.
• Reporting and Documentation:
  Maintain accurate records of service delivery, including service and incident reports, while providing regular updates to clients and management on service performance.
• Continuous Improvement:
  Identify opportunities for enhancing service delivery processes and make recommendations for improvements to ensure ongoing efficiency and effectiveness.

• Work Planning:
  Accountable for work planning and serving as the default planner, with the ability to delegate this role to staff members, who can then accept or reject incoming work on behalf of the Team Leaders.
• Task Assignment:
  Utilize team members' qualifications and skills to assign tasks appropriately while collaborating with the Team Leaders to define staff roles and responsibilities.
• Issue Management:
  Escalate uncertainties, issues, or anticipated capacity challenges to the Team Leaders.
• Process Compliance:
  Ensure that all activities are conducted in accordance with established Operations procedures and relevant factory design documents.
• Quality Assurance:
  Enhance reproducibility and quality by initiating and maintaining work instructions and documentation.
• Prioritization:
  Prioritize tasks for the Managed Operations team as follows:
  • Priority 1 incidents and urgent changes.
  • Production work, incidents, standard changes, and previously agreed commitments (e.g., project work).
  • Problems, changes, and other planned work.
  • New projects.

• Experience and knowledge of SAP Basis service delivery and management of Technical AMS (at least 2 years).
• Ability to collaborate effectively with technical teams.
• In-depth understanding of service delivery processes and performance metrics.
• Experience in managing customer relationships, addressing queries and concerns, and ensuring client satisfaction.
• Demonstrated ability to identify and recommend enhancements to service delivery processes for increased efficiency.
• Commitment to maintaining high-quality standards through the development and upkeep of work instructions and documentation.
• Ability to prioritize tasks effectively, focusing on urgent incidents, production work, and planned changes.
• Excellent verbal and written communication abilities are essential.
• Business fluency in English is mandatory; proficiency in an additional language is a plus.
• Familiarity with ITIL v3 or 4 would be advantageous.
• Willingness to travel globally may be required.

• Preferred:
  Bachelor's degree in computer science, Information Technology, Engineering, or a related field.
• Minimum:
  High school studies completed with Baccalaureate diploma.

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