Service Manager - Sap Brim (Nbs)

Senior Service Manager is responsible to maintain high levels of service and to ensure that all IT operations activities are performed.

You are the subject matter expert in technology and / or business domain.You are responsible to drive both internal and external teams in the resolution of complex problems to ensure high resiliency and compliance to SLAs, KPIs and metrics relating to service performance and operations performance.

You should possess strong analytical skills in the completion of service operations related activities and are responsible for tracking and analyzing important reports covering service performance metrics and operations activities.Role & ResponsibilitiesServe as a Subject Matter Expert to enhance the organization's capability in applying service operations and maintenance frameworks effectivelyImplement response and recovery plans focused on improving service recovery processesAssist senior leaders in disaster recovery planning and related activitiesLead internal and third-party service provider review meetings to discuss performance, service improvements, quality, and processesTroubleshoot and resolve service health issues, coordinating with relevant parties to eliminate impediments impacting service performanceOrganize system activities, including planned maintenance events, system backup processes, and disaster recovery drillsSupport and assist in high-severity incidents, facilitating problem management meetingsDevelop operational support material blueprints for application disciplines, ensuring they are concise and comprehensive, covering internal security and technology standardsCollaborate with multiple internal teams to restore services during incidents, gathering necessary experts for root cause analysis and problem resolutionTrack and ensure compliance with SLAs, KPIs, and metrics related to service and operations performanceRequirementsBachelor's degree in Information Technology, Computer Science, Business Administration, or a related fieldMinimum of 10 years of experience in IT service management or related rolesProven experience in managing service operations, incident management, and problem resolutionExperience working with third-party service providers and vendorsWe are an equal opportunities employer and welcome applications from all qualified candidates.

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