SERVICE MANAGER
Purpose and Overall Relevance for the Organization:
The Service Manager supports the stability and performance of SAP services and related business processes across LAM, acting as a key connection between Business, Technology, and Support teams.

Key Responsibilities:
Business analysis

:Investigate operational needs, recurring service issues, and improvement opportunities related to SAP services and connected business processes.
:Assesses business impact and translates operational needs into clear requirements for Technology and Support teams.
:Supports acceptance testing for agreed service improvements.Service level management

:Monitors service performance, operational KPIs, ticket aging, backlog, and SLA adherence.
:Coordinates prioritization and escalations based on business impact and operational urgency.
:Provides stakeholders with clear communication regarding service performance, risks, and critical incidents.Service acceptance

:Confirms that new or changed services meet agreed service:acceptance and quality criteria.
:Assesses operational readiness, including support ownership, documentation, monitoring, escalation paths, and knowledge transfer.
:Ensure operational risks and support requirements are addressed before transition.Change management

:Reviews testing evidence and change documentation prior to production deployment.
:Approves production deployment requests in ASPEN following established Change Management procedures.Release and deployment





:Supports releases and deployments affecting SAP services and related integrations.
:Coordinates stakeholder communication and post:deployment support activities when required.

Problem management

:Coordinates the investigation and root:cause analysis of recurring service problems.
:Ensures corrective and preventive actions, owners, and target dates are documented and followed through.
:Uses incident trends and service data to identify continuous improvement opportunities.Incident management

:Oversee the prioritization, assignment, escalation, and follow:up of incidents affecting SAP services.
:Coordinates the resolution of critical or high:impact incidents across the relevant teams.
:Ensures business impact, progress, resolution, and follow:up actions are clearly documented and communicated.

Key Relationships:

:Senior Service Manager
:LAM Service Management Team
:General IT and Technology Teams
:SAP Support Teams
:LAM Sales, Wholesale, Retail and Supply Chain Business Stakeholders

Requisite Education and Experience / Minimum Qualifications:

:Four:year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience
:Proficient spoken and written command of English
:At least 5:year experience in IT
:2 years of experience in relevant area
:1 year of experience in team management
:Understanding of different culture
:Participated in projects with people from other functions/markets

📌 Service Manager (Bogotá)
🏢 Reconocida empresa
📍 Bogotá