Responsable de la prestation de services
Accountabilities Lead the day-to-day delivery of SAP Application Management Services, ensuring compliance with service level agreements (SLAs), operational processes, and customer expectations.
Serve as the primary point of contact for clients regarding service performance, escalations, governance activities, and continuous improvement initiatives.
Coordinate cross-functional technical, functional, and infrastructure teams to ensure the efficient resolution of incidents, problems, changes, and service requests.
Monitor, analyze, and report on key performance indicators (KPIs), service quality metrics, and operational performance to identify opportunities for optimization.
Facilitate service reviews, governance meetings, and stakeholder communications while maintaining strong client relationships.
Support service transitions, onboarding activities, and stabilization efforts for new clients or expanded service engagements.
Drive process improvements, knowledge management initiatives, automation opportunities, and risk mitigation strategies to enhance overall service delivery.
Requirements
Proven experience managing SAP Application Management Services (AMS) or SAP service delivery within enterprise environments.
Strong understanding of SAP support operations, including incident, problem, change, and request management processes.
Demonstrated ability to build trusted client relationships and communicate effectively with both business and technical stakeholders.
Experience managing service governance, operational reporting, SLA monitoring, and KPI tracking.
Ability to coordinate multiple teams and priorities within a fast-paced, customer-focused delivery environment.
Strong organizational, analytical, problem-solving, and escalation management skills.
Experience working within managed services, outsourcing, or shared services environments.
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent professional experience.
ITIL Foundation certification is preferred; SAP certifications or additional project/service management certifications are considered an asset.
Benefits
Competitive compensation package above market standards.
Flexible work arrangements, including remote work and opportunities to work internationally on occasion.
Comprehensive benefits package, including healthcare coverage and retirement savings plans.
Modern, collaborative, and innovation-driven work environment.
Open culture that values teamwork, knowledge sharing, and continuous feedback.
Ongoing learning and professional development opportunities with structured career growth.
Opportunity to contribute to large-scale, innovative SAP projects across a variety of industries.
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