Service Manager - SAP Brim (NBS)

Position Overview

The Service Manager is responsible for maintaining high levels of service and ensuring that all IT operations activities are executed effectively. As a subject matter expert in technology and/or the business domain, you will drive both internal and external teams to resolve complex issues, ensuring high resiliency and compliance with SLAs, KPIs, and metrics related to service and operations performance.

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 5 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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