SAP Service Manager Hybrid; Madison, WI

Overview

Operational delivery of the Service according to Service Delivery practices. Ensuring the support for business users according to support model. Ensure the IT operational process compliance according to Service Integration and Management (SIAM). Monitoring the quality-of-service delivery in cooperation with SIAM function and Vendor and Contract Manager(s). Responsible for the asset and configuration item data quality throughout their lifecycle in cooperation with SIAM function and Domain Architects.

Ensuring the quality of the transition and operational readiness from development to Services in cooperation with Development Team(s) and projects. Cooperation with offshore AMS & hosting. Financial (OPEX) management of the Service, including budgeting and invoice handling. Operational vendor management according to vendor governance guidelines. Co-driving and supporting the license and contract management in cooperation with Vendor and Contract Manager(s).

Compliance management related to Service’s context on authorizations, security, privacy, and statutory requirements (e.g., GDPR) in cooperation with Cyber Security stakeholders.

• Operate the service in line with Service Delivery practices and support model.
• Maintain IT operational process compliance per SIAM.
• Monitor quality-of-service in collaboration with SIAM, Vendor, and Contract Managers.
• Ensure asset and configuration item data quality across their lifecycle with SIAM and Domain Architects.
• Ensure quality of transition and operational readiness from development to services with development teams and projects.
• Collaborate with offshore AMS and hosting.
• Manage OPEX budgeting and invoice handling for the service.
• Manage operations vendor activities under vendor governance guidelines.
• Support license and contract management with Vendor and Contract Managers.
• Ensure compliance for authorizations, security, privacy, and statutory requirements (e.g., GDPR) with Cyber Security stakeholders.

Department:
Preferred Vendors

This is a contract position