NEWPosted 2 hours ago

Job ID: JOB_ID_4657

Role Summary:

Own end-to-end delivery of IT managed services for assigned customers or business units, ensuring SLAs/OLAs are met, service quality is consistent, and continuous improvement is driven across incidents, problems, changes, capacity, and financials.

Key Responsibilities:

  • Service Governance: Run cadence (weekly/monthly reviews), track SLAs/OLAs, KPIs, compliance, and audit readiness.
  • Customer Management: Primary point of contact, handle escalations, CSAT/NPS, and relationship health; manage communications and expectations.
  • Operations Oversight: Ensure effective Incident/Problem/Change management, major incident handling (MIM Bridge), root cause and preventive actions.
  • Delivery Management: Coordinate cross-functional teams, vendors, and third parties; manage capacity, demand, and workforce planning.
  • Continuous Improvement: Drive automation, shift-left, process optimization, and cost reduction initiatives; maintain a CSI register.
  • Financial Management: Own budgets, forecasts, invoicing, variance analysis, and margins for the service portfolio.
  • Risk & Compliance: Maintain risk register, DRBCP readiness, security and regulatory adherence (e.g., ISO/ITIL controls).
  • Reporting: Publish dashboards, service performance reports, and executive summaries.
  • Contract & Scope: Adhere to SOW/MSA, manage change requests, and control scope.

Must-Have Qualifications:

  • Strong understanding of SAP landscapes, modules, and integration (ECC/S4HANA/BTP/Fiori/PI/PO/SolMan).
  • Knowledge of SAP Basis fundamentals (system monitoring, transports, performance, user/security).
  • Familiarity with SAP AMS (Application Management Services) processes.
  • Good understanding of ITIL framework (Incident, Problem, Change).
  • Ability to interpret SAP SLAs, KPIs, and service dashboards.
  • Experience coordinating with SAP functional & technical teams (ABAP, Basis, Functional Consultants).
  • Exposure to SAP Cloud (BTP), integrations, and hybrid environments (optional but preferred).

Special Requirements

Onsite

Compensation & Location

Salary: $100,000 – $150,000 per year (Estimated)

Location: Austin, TX

Recruiter / Company – Contact Information

Recruiter / Employer: Teamware Solutions

Email: sh.s@twsol.com

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