Service Manager (SAP Powertrain Applications)

Job Responsibilities: Contract and Vendor Management: Manage the relationship with the IT Service Provider, ensuring compliance with contractual obligations. Monitor and evaluate service provider performance against defined KPIs and SLAs. Act as the primary point of contact for escalations and issues related to service delivery. Conduct regular performance reviews and maintain documentation of service performance. Service Desk Management : Oversee the service desk operations to ensure timely and effective resolution of incidents and requests. Implement and maintain best practices in service desk processes, including incident management, problem management, and request fulfillment. Collaborate with the IT Service Provider to enhance service desk capabilities and user experience. Analyze service desk metrics to identify trends and areas for improvement. Monitoring Team Oversight: Lead the monitoring team to ensure proactive monitoring of application performance and availability. Develop and implement monitoring strategies to detect issues before they impact users. Coordinate with development and operations teams to address performance issues and optimize application functionality. Ensure that all incidents are logged, tracked, and resolved in a timely manner. Job Requirements: Bachelors degree in information technology, Business Management, or a related field. 5 years of experience in IT service management, preferably in a service manager or similar role. Proven experience managing IT service providers and vendor relationships. Knowledge of DevOps practices and tools within an SAP context. Strong background in service desk operations and incident management. ITIL Foundation certification or equivalent is preferred.

Location: East London, ZA

Posted Date: 5/1/2025