BT Group
Website:
bt.com
Company:
https://www.linkedin.com/company/bt
Industries: Telecommunications
Job details:
Role Accountabilities:
SAP Finance Incident & Service Management (Core)
- Act as the primary owner of all SAP Finance incidents, ensuring swift triage, prioritisation, and resolution in line with agreed SLAs across FI/CO, AP, AR, GL, Asset Accounting, Treasury, and connected Finance modules.
- Lead the end-to-end Incident Management lifecycle — from logging through to root cause analysis, post-incident review, and permanent fix — ensuring zero recurrence through structured problem management.
- Own the Major Incident Management (MIM) process for Finance-critical SAP outages, coordinating war rooms across vendors, Digital infrastructure teams, and Finance stakeholders.
- Proactively monitor SAP Finance system health using AIOps-enabled observability tools (e.g., Dynatrace, Splunk, ServiceNow), establishing early warning thresholds and automated alerting to pre-empt incidents before they impact Finance operations.
- Drive Problem Management by identifying recurring incident patterns, conducting trend analysis, and implementing root cause fixes to reduce incident volume quarter-on-quarter.
Service Delivery & SLA Governance
- Manage and publish weekly/monthly SAP Finance Service Performance dashboards covering incident volumes, SLA adherence, mean time to resolve (MTTR), change success rates, and service availability.
- Ensure consistent adherence to ITIL-aligned service management processes (Incident, Problem, Change, Release, and Service Request Management) across all Finance SAP modules.
- Conduct regular Service Review meetings with Group Finance leadership, Digital Directors, and third-party vendors — presenting performance data, risk assessments, and continuous improvement plans with clarity and confidence.
- Lead Change Advisory Board (CAB) participation for all Finance-impacting SAP changes, ensuring proper impact assessment, rollback planning, and communication to Finance stakeholders.
Stakeholder & Vendor Management
- Serve as the trusted liaison between Group Finance, Digital Technology, and SAP AMS vendors — translating business needs into technical solutions and vice versa with fluency and credibility.
- Build and sustain strong relationships with senior Finance stakeholders (CFO office, Group Financial Shared Services, Finance Controllers) and Digital leadership, ensuring transparency, trust, and proactive communication at all times.
- Manage SAP AMS partner performance — holding vendors accountable to contractual obligations, KPIs, and quality standards, while fostering a collaborative, outcome-focused partnership.
- Escalate vendor performance risks with structured evidence and clear remediation plans, maintaining executive-level confidence in service delivery.
Proactive Service Improvement & AI Ops Readiness
- Lead the Finance SAP team's AI Ops transformation roadmap — introducing intelligent automation, predictive incident management, and AI-assisted ticket triage to reduce manual effort and improve MTTR.
- Champion the adoption of SAP Business AI capabilities within Finance workflows — including AI-powered reconciliation, anomaly detection, and intelligent process automation — working with SAP and internal teams to embed these into BAU operations.
- Define and execute a Continual Service Improvement (CSI) plan aligned with Finance and Digital OKRs, including automation of repetitive tasks, self-service enablement for Finance users, and reduction of technical debt.
- Identify opportunities to leverage SAP S/4HANA Fiori, SAP Cloud integrations, and embedded analytics to enhance the Finance user experience and reduce dependency on manual workarounds.
Governance, Compliance & Controls
- Ensure all SAP Finance services operate within BT's IT governance, audit, and regulatory compliance framework — including SOX controls, GDPR data handling, and internal financial controls embedded in SAP.
- Collaborate with the SAP Security and Basis teams to maintain role-based access controls, segregation of duties (SoD), and audit readiness across Finance modules.
- Support internal and external audit cycles by providing accurate evidence of IT controls, change management trails, and incident records.
- Team Leadership & Capability Development
- Lead, mentor, and develop a diverse team of SAP Finance functional consultants and support analysts based in Bangalore, fostering a culture of ownership, collaboration, and continuous learning.
- Build team capability in emerging technologies — AI Ops tools, SAP BTP (Business Technology Platform), and intelligent automation — through structured learning and hands-on enablement.
- Promote an inclusive team culture that celebrates diverse perspectives and enables every team member to do their best work.
What you’ll need to succeed (Skills & Experience)
Must Have
• Deep expertise in SAP Finance modules: FI/CO, AP, AR, GL, Asset Accounting, Controlling (Cost Centre/Profit Centre), and Treasury — with the ability to engage credibly with both functional and technical teams.
• Proven track record in SAP Application Management Services (AMS) — managing service delivery across incident, problem, change, and release management in a complex enterprise environment.
• Strong command of ITIL Service Management processes (ITIL v3 or v4) — with demonstrable experience of applying these frameworks to SAP support operations.
• Exceptional stakeholder management and communication skills — able to engage confidently with Finance Directors, CFO-level stakeholders, Digital leadership, and external vendors; translating technical issues into business language and vice versa.
• Experience with AI Ops tools and platforms — such as ServiceNow ITSM, Dynatrace, Splunk, or equivalent — with an appreciation of how AI-driven analytics can transform service operations.
• Proficiency in service performance reporting — building dashboards, KPI frameworks, and executive-facing reporting packs that drive accountability and improvement.
Good to Have
• Experience with or exposure to SAP S/4HANA migration / transition programmes — including Fiori UX, embedded analytics, and S/4HANA Finance (Simple Finance).
• Knowledge of SAP BTP (Business Technology Platform), SAP Integration Suite, or SAP Cloud integrations connecting Finance to adjacent systems.
• Familiarity with SAP Business AI features in Finance — including AI-assisted anomaly detection, smart reconciliation, and intelligent reporting.
• Exposure to Agile/SAFe delivery models within an IT service management context — understanding how iterative delivery integrates with BAU support.
• Understanding of Group Shared Services Finance (GFSS) operating models and the role of SAP as the backbone of group financial processes.
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