Bilvantis Technologies
Website:
bilvantis.io
Job details:
Job Description: SAP IT Service (BCOE_TR_IT_GCC_56) – Project Manager (Exp: 10 Years)
We are looking for a highly skilled and experienced SAP as an IT Service Manager Expertise with ITIL framework.
- ITIL certification required,
- More than 5 years’ experience within IT Service Management applied to SAP application,
- Able to supervise IT Incident Management, IT Problem Management and IT Change Management processes,
- Experience with root-cause analysis disaster recovery management.
- Understanding of an SAP landscape and the related transport management process,
- Experience with an SAP upgrade project context.
- Strong experience with Sox Audits : IT General Controls execution and/or review, coordination with Auditors.
- Experience in managing vendor relationships (IT Service Management tools) and third-party contracts (IT partners).
- Familiar with ServiceNow, Power BI and SAP Solution Manager (Charm) applications.
- High level knowledge on main implemented SAP functional modules is a plus (FI, CO, MM, SD, PM).
Roles & Responsibility
- IT Service Management process owner for ACE application.
- Report to Head of IT Service Management & Operations for ACE (D&IT Finance) and align with Flat IT Europe strategy and objectives.
- Manage the IT Service Management team to oversee the entire:
- Incident Management
- Problem Management
- Change Management processes
- Manage and support the IT Service Management team members on daily operations.
- Ensure Standard Operating Procedures are updated, communicated and followed by involved Business and IT communities.
- Coordinate with Business Process Owners and Business Key-Users in analysis and decision-making for any topic regarding IT Service Management,
- Coordinate with SAP Basis Administrators and Infrastructure partners on technical changes,
- Coordinate with IT Functional teams during SAP project implementation, prepare project cut-over activities related to Incident Management and Change Management processes, manage post go-live hyper care with Business and IT stakeholders.
- Coordinate and supervise incidents handling by Service Desk, organize IT organization for Critical Incident Management (on-call organization),
- Report on KPIs/SLAs to IT Management, track customer satisfaction and organize periodic Business Key-Users meetings,
- Act as SOx IT General Controls Owner for Incident Management and operations, Change Management and User Access Management :
- Ensure controls in scope are performed as per official schedule,
- Deliver related reviews,
- Ensure requests from SOx Testers, internal or external Auditors, are answered completely and on time,
- Remediate and mitigate any identified gap.
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