Service ManagerSERVICE MANAGERPurpose & 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 StakeholdersRequisite 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