GBS ITS SAP COE Service Manager

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

The SAP COE Service Manager is responsible for the day-to-day operational management of SAP S/4HANA Run services ensuring service stability SLA adherence and high business satisfaction. The role acts as the operational backbone of the SAP COE translating service strategy into execution managing incidents and changes coordinating AMS partners and ensuring seamless support for business operations.

Goal of function:

The role will require to collaborate with business leaders IT executives and SAP architects to define service roadmaps. Manage SAP service performance metrics SLAs and continuous improvement initiatives. Oversee incident problem and change management processes.

Main tasks:

1. SAP Run Operations Management

Manage daily SAP Run operations across SAP S/4HANA and integrated systems.
Ensure timely resolution of incidents service requests problems and changes.
Coordinate 24x7 support coverage and on-call models as required.
Support stabilization during post-go-live and hypercare phases.

2. Incident Problem & Change Management

Lead major incident management (P1/P2) including coordination communication and resolution.
Drive root cause analysis (RCA) and preventive action plans.
Ensure all changes follow approved Change Management processes and are properly tested and communicated.
Monitor change success rates and minimize unplanned outages.

3. SLA & Performance Monitoring

Track and report SLAs OLAs and KPIs for SAP Run services.
Prepare weekly and monthly service performance dashboards.
Identify service gaps and drive corrective actions with internal teams and vendors.

4. Vendor & Partner Coordination

Manage day-to-day interactions with AMS partners and system integrators.
Ensure vendors meet contractual commitments response times and quality expectations.
Support service reviews and contribute inputs for commercial and performance discussions.

5. Business & Stakeholder Engagement

Act as the primary operational contact for business users and process owners.
Communicate service status incidents and planned outages clearly and proactively.
Gather business feedback and support continuous service improvements.

6. Knowledge Management & Process Discipline

Ensure knowledge articles SOPs and runbooks are created and maintained.
Promote shift-left practices and self-service enablement.
Enforce adherence to ITIL / ITSM processes and SAP best practices.

7. Continuous Improvement & Automation Support

Identify opportunities for automation monitoring improvements and ticket reduction.
Support implementation of AIOps alert optimization and standard operating models.
Contribute to COE maturity and operational excellence initiatives

Stakeholder Engagement

Global Business Services Leadership
Global ITS Organization
SAP System Integrator(s)
Business Process Owners & Operations Leaders
Finance HR Procurement Supply Chain Leadership
External SAP and Technology Partners

Key Performance Indicators

Key Performance Indicators (KPIs)
Service Delivery
SLA compliance (% incidents & requests met)
Incident resolution time (MTTR)
P1/P2 incident frequency
Quality & Stability
Repeat incident rate
Change success rate
Reduction in manual interventions
Business Satisfaction

Qualifications experience know-how and skills critical for success

Bachelors degree in computer science Information Technology/Business Information Systems/Information Security or related is required. Masters degree in business administration Computer Science or related field is preferred.
SAP certifications in service management or architectureare a plus.
812 years of experience in SAP support or service management roles
Hands-on experience supporting SAP S/4HANA
Prior experience in SAP AMS Run operations or COE models
Experience working with global teams and offshore delivery models
ITIL Foundation certification preferred:
Execution-focused with strong follow-through
Calm and structured during high-severity incidents
Customer-oriented mindset with attention to detail
Collaborative team player across IT business and vendors
Continuous improvement mindset with curiosity to learn
SAP Functional & Technical Understanding
Strong working knowledge of SAP S/4HANA Run support
Exposure to SAP functional areas such as:
Finance (FI/CO)
Supply Chain (MM SD PP WM/EWM)
Basic understanding of:
SAP Basis operations
SAP Fiori roles & authorizations
SAP integrations (CPI / PI-PO)
Service Management Skills
Strong grounding in ITIL / ITSM practices
Experience using ServiceNow or similar ITSM tools
Understanding of AMS delivery models and ticket-based operations
Communication & Coordination
Clear and structured communication skills
Ability to manage multiple stakeholders and priorities
Comfortable handling escalations and business-facing discussions

Core SAP & Technical Skills

Strong expertise in SAP S/4HANA Run Operations
Solid understanding of:
- SAP Finance (FI/CO)
- SAP Logistics (MM SD PP WM/EWM)
- SAP Basis & Technical Operations
- SAP Fiori Authorizations Interfaces
Familiarity with SAP Solution Manager Focused Run ChaRM
Understanding of SAP integrations (CPI PI/PO third-party systems)

Service Management & Governance

Deep knowledge of ITIL / ITSM frameworks
Experience with multi-vendor AMS governance
Strong service transition and stabilization experience

Leadership & Stakeholder Management

Strong communication and influence skills
Strong escalation and conflict resolution capability
Ability to balance business urgency with operational discipline

Required Experience:

Manager

The SAP COE Service Manager is responsible for the day-to-day operational management of SAP S/4HANA Run services ensuring service stability SLA adherence and high business satisfaction. The role acts as the operational backbone of the SAP COE translating service strategy into execution managing inci...