Senior Service Manager - SAP Brim (NBS)

Position Overview

Senior 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

• Serve as a Subject Matter Expert to enhance the organization's capability in applying service operations and maintenance frameworks effectively
• Implement response and recovery plans focused on improving service recovery processes
• Assist senior leaders in disaster recovery planning and related activities
• Lead internal and third-party service provider review meetings to discuss performance, service improvements, quality, and processes
• Troubleshoot and resolve service health issues, coordinating with relevant parties to eliminate impediments impacting service performance
• Organize system activities, including planned maintenance events, system backup processes, and disaster recovery drills
• Support and assist in high-severity incidents, facilitating problem management meetings
• Develop operational support material blueprints for application disciplines, ensuring they are concise and comprehensive, covering internal security and technology standards
• Collaborate with multiple internal teams to restore services during incidents, gathering necessary experts for root cause analysis and problem resolution
• Track and ensure compliance with SLAs, KPIs, and metrics related to service and operations performance

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field
• Minimum of 10 years of experience in IT service management or related roles
• Proven experience in managing service operations, incident management, and problem resolution
• Experience working with third-party service providers and vendors

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