- Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e. IT Service Catalog, Asset Management system).

- Generates and reports service delivery metrics and drives standards across regions and locations (i.e. Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).

- Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers.

- Is familiar with SLA / Operational Level Agreements between other IT Services Provided.

- Encourages root cause analysis using the formal problem solving approach for recurring issues.

- Champions the use of Six Sigma to reduce costs and improve processes.

- Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate.

- Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system.

- Able to support the Service Owner when needed. Champions the use of ITIL Standards for IT Service Deliverables.

- Maintain strong relationships to deliver business value using relevant Business Relationship Management practices.

Total Experience : 5+ years

- Owns global operational accountability for SAP S/4HANA Service Management processes and supporting capabilities.

- Oversees service process performance, operational efficiency, customer service outcomes, warranty and contract execution support, service parts integration, and service business insights.

- Partners with service business leaders, process owners, field service teams, aftermarket operations, regional stakeholders, and delivery teams to improve process performance and adoption.

- Governs incidents, problems, enhancements, and operational risks impacting service execution, customer commitments, warranty performance, technician enablement, and service operations.

- Drives continuous improvement opportunities across service order management, service execution, service parts processes, customer support, and service reporting.

Common Functional Operations Framework :

- Run : Assures stable production operations, effective incident and problem management, and reliable service performance.

- Improve : Drives continuous improvement, process optimization, standardization, automation, and reduction of manual effort.

- Govern : Oversees Service Assurance, enhancement demand, release readiness, operational risk, and service provider performance.

- Measure : Uses business insights, SAP analytics, Signavio, Business Process Insights, and operational metrics to inform decisions.

- Transform : Shapes the functional operations roadmap, reduces technical debt, and influences future capability evolution through lessons learned from production operations.