Service Manager

SERVICE MANAGER

Purpose & 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
- Integral 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 managementUnderstanding of different culture
- Participated in projects with people from other functions/markets

#J-18808-Ljbffr

📌 Service Manager (Bogotá)
🏢 FashionUnited Group
📍 Bogotá