Ensures negotiated OLA’s and SLA's are met. This includes availability and service level demand management targets to support the business at a justifiable cost.
Design, improves and operate the SAP support organization and processes
Realize demand needs, availability requirements, compiling availability plans, monitoring availability, and designing and monitoring planned maintenance obligations.
Oversee day to day management of the supporting ITIL processes including change, problem and incident man-agement, request fulfilment and continuous service improvement.
Accountable for compliance and Internal Control Requirements on the production environment
Contribute to the strategy for Global ERP operational services
Management face & escalation point to customers
Accountable for operational handover from projects
Utilize in - or outsourced delivery model pending on financial and capacity needs
Drive improvements within the operational service structure to achieve better customer satisfactions
Review future project and operations support need and develop resource base accordingly
Define objectives for the department and its employees
Manage operation team
Requirements Five years plus designing, implementing and operating ITIL based Service Management organisation structures and processes in a global business
Designed and managed ITIL processes in an SAP and or shared services environment on a global basis
Relevant University or College Degree
ITIL certified / PRINCE2 / SAP/Solman
Strong spoken and written English
Strong people management skills
BenefitsCompany offers real challenges, a lot of work, an above average compensation and benefits package, good career development possibilities in an international environment, they can offer fun and fully contribute to the success of young, dynamic and competent team members., Company offers real challenges, a lot of work, an above average compensation and benefits package, good career development possibilities in an international environment, they can offer fun and fully contribute to the success of young, dynamic and competent team members.
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