Associate Service Manager - SAP BRIM (National Programme)

Position Overview

Service Manager is responsible to maintain high levels of service and to ensure that all IT operations activities are performed. You are the subject matter expert in technology and/or business domain. 

You are responsible to drive both internal and external teams in the resolution of complex problems to esnure high resiliency and compliance to SLAs, KPIs and metrics relating to service performance and operations performance. You should possess strong analytical skills in the completion of service operations related activities and are responsible for tracking and analyzing important reports covering service performance metrics and operations activities.

Role & Responsibilities

Operational Planning

• Assist as Subject Matter Expert and Drive organizational capability to effectively apply service operations and maintenance framework
• Implement Response and Recovery Plans and activities relating improvements to service recovery
• Assist senior leaders in disaster recovery planning and activities

Operational Execution

• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Troubleshoot and resolution of service health issues and bring relevant parties to resolve impediments impacting service performance
• Organise system activities including planned maintenance events, system backup processes and disaster recovery drills 
• Support and assist in high severity incidents and drive problem management meetings
• Assist in blueprints for  operational support material for disciplines of applications are concise and complete. Covering (internal security and technology standards)
• Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Provide Level 1.5 support
• Log and track problem tickets relating to S1/S2 or high impact issues
• Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure
• Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)
• Maintain processes, templates and SOP, website and information related to incident and problem management

Team Development

• Provide guidance to the team to ensure the best support and best standarization of approaches possible for systems availability

Requirements

Educational Background:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Master’s degree or relevant certifications (e.g., ITIL, PMP) preferred for JG7 level.

Experience:

• Minimum of 5 years of experience in IT service management or related roles for JG6; 7+ years for JG7.
• Proven experience in managing service operations, incident management, and problem resolution.
• Experience working with third-party service providers and vendors.

Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills to collaborate with internal and external teams.
• Proficiency in service management tools and software.
• Knowledge of ITIL framework and best practices in service management.
• Ability to manage high-severity incidents and communicate effectively with stakeholders.

Personal Attributes:

• Strong leadership and team development skills.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented with a focus on quality and compliance.

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