Team/Opportunity:

Maersk is seeking two experienced and proactive Senior Service Management Analyststo join our global team supporting SAP TM (Transportation Management). The Senior Analyst will play a pivotal role in ensuring service excellence driving process improvements and collaborating across teams to deliver exceptional outcomes. A SAP background is mandatory and SAP TM experience is highly preferable.

Key Responsibilities:

• Service Management:Lead service management initiatives implementing bestinclass processes and ensuring exceptional service quality.

• Reporting:Develop and present detailed service management reports for stakeholders including system performance metrics user adoption trends improvement initiatives and product roadmaps.

• Process Improvement:Identify and implement innovative best practices to enhance service delivery ensuring compliance with structured processes.

• Leadership and Collaboration:Partner with Service Managers and crossfunctional teams to drive strategic improvements and ensure customer satisfaction.

• Incident Management: Lead incident resolution activities analyze trends and root causes and escalate critical issues.

• Oversee the creation and distribution of operational incident reports particularly for highpriority incidents.

• Enforce adherence to Incident Management processes and SLA timelines.

• Communicate timely updates to stakeholders throughout the incident lifecycle.

• Problem Management:Maintain comprehensive Root Cause Analysis (RCA) records and drive initiatives to mitigate recurring issues.

• Disaster Recovery and Escalation:Oversee communication and escalation processes during Disaster Recovery Business Continuity and highpriority incident scenarios.

• Service Improvement:Proactively identify service enhancement opportunities and training needs to elevate the overall user experience.

What we are looking for:

• Education:Bachelors degree in Information Technology Business Administration or a related field.

• Experience: A minimum of 3years in service management incident and problem management or a related role in a global organization.

• SAP background is mandatory with SAP TM experience highly preferable.

• Skills and Competencies: Indepth knowledge of ITIL processes and frameworks.

• Advanced analytical and problemsolving skills.

• Proven expertise with service management tools and platforms.

• Strong leadership and interpersonal skills with the ability to influence and collaborate across teams and hierarchies.

• Exceptional organizational skills and attention to detail.

• Nice to Have:Proficiency in Power BI

• Language:Proficiency in English is required; additional language skills (e.g. Spanish for the Mexico position) are a plus.

• Certifications:ITIL certification is highly desirable.

What We Offer:

• A challenging and rewarding role in a dynamic inclusive and global environment.

• Opportunities for advanced professional growth and leadership development.

• A chance to contribute to innovative projects and shape the future of service management.

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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