SERVICE 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 analysisInvestigate 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 managementMonitors 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 acceptanceConfirms 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 managementReviews testing evidence and change documentation prior to production deployment.Approves production deployment requests in ASPEN following established Change Management procedures.Release and deploymentSupports releases and deployments affecting SAP services and related integrations.Coordinates stakeholder communication and post-deployment support activities when required.Problem managementCoordinates 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 managementOversee 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 ManagerLAM Service Management TeamGlobal IT and Technology TeamsSAP Support TeamsLAM 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 experienceProficient spoken and written command of EnglishAt least 5-year experience in IT2 years of experience in relevant area1 year of experience in team managementUnderstanding of different cultureParticipated in projects with people from other functions/markets

📌 Service Manager (Bogotá)
🏢 Adidas
📍 Bogotá