Service Delivery Manager (Success Factors & SAC)

This role will be a part of the Human Resources and Finance transformation program that includes the implementation of a central SuccessFactors and S/4HANA solution. We are recruiting a Service Delivery Manager to support us in this journey with a primary focus on supporting SAP SuccessFactors and Sap Analytics Cloud (SAC). You will contribute to the ongoing projects and manage the system support, assist in implementation of additional modules & new processes, manage stakeholder with the HR and Finance Community, collaborate with the wider SAP CoE and the wider Technology team.

 Your responsibilities:

• Lead and execute incident, change and problem management process
• Act as an escalation point for Major Incidents and issues that have breached SLAs
• Manage vendor support services, ensuring compliance with SLA and KPI
• Coordinate delivery of Business applications support services
• Assure an effective communication and coordinate resolution of issues escalated from users, partners and vendors
• Ensure successful development and delivery of enhancements, improvements, changes and projects
• Proactively communicate and cooperate with stakeholders on incidents and service requests statuses, progress and trends
• Provide technical guidance and process expertise for the SuccessFactors and Sap Analytics Cloud
• Introduce service improvements and work with stakeholders to achieve process stabilization

Your profile:

• Experience in setting and managing ITIL environment
• Proven capability and experience in application support management preferably at an enterprise level
• Experience in managing SAP systems
• Strong IT Service Management and standards experience
• Proven capability and experience in integrating services from multiple service providers
• Experience in managing technical teams, vendors and partners
• Knowledge about ITSM framework
• Excellent communication skills in English (required), German (desirable)

Our offer:

• 100% Remote
• Contract of Employment or B2B
• Sport Card
• Life insurance
• Private Health insurance