Empresa:

emagine - Portugal

Descrição da Função

About the Role:

We are seeking an experienced Service Operations Manager to oversee the operational stability, performance, and governance of SAP systems and cloud services, including SAP S/4HANA and SAP BTP. The role requires a deep understanding of ITIL, SAP Activate Methodology, and core SAP business processes (R2R, O2C, P2P, Pl2Pr). You will manage and support the operational SAP landscape while ensuring smooth integration with large-scale projects running in the same environments.

You will coach and support the teams in your business area to ensure that the agreed operational processes are defined, implemented and being followed, ensure processes lay foundations for stable uninterrupted performance of IT services, business continuity and continual improvement.

Key Responsibilities:

• System Operations Management:
• Oversee the operation of SAP S/4HANA, BTP, and other SAP landscapes across SAP RISE and Pandora Hosted Private Cloud environments.
• Ensure system performance, availability, and capacity meet business SLAs.
• Lead incident, problem, and change management processes following ITIL best practices.
• Service Governance & Compliance:
• Define and enforce governance models, security protocols, and compliance standards for SAP operations.
• Collaborate with SAP Basis, Security, and Functional teams to maintain audit readiness and ensure regulatory compliance.
• Operational Support & Issue Resolution:
• Lead L2/L3 support teams in troubleshooting and resolving SAP system issues.
• Implement proactive monitoring, automation, and continuous improvement initiatives.
• Manage escalations with SAP and third-party vendors for advanced support.
• Collaboration with Project Teams:
• Support large-scale transformation projects, ensuring minimal disruption to operational environments during upgrades, migrations, and new implementations.
• Oversee cutovers, testing, and hypercare for new project go-lives.
• Stakeholder & Vendor Management:
• Serve as the primary point of contact for SAP service operations across business units, IT teams, and external partners.
• Drive continuous service improvement (CSI) initiatives with SAP AMS partners and hosting providers (SAP RISE).
• Define and report on KPIs, SLAs, and operational dashboards to senior leadership.
• Operational Process Management:
• Develop, document, and maintain IT operational processes (Incident, Problem, Change, Service Request Management; Continual Service Improvement) aligned with business needs.
• Track operational metrics for Incident and Problem Management, SLA compliance, and CSI, providing data-driven insights for decision-making.
• Define service requirements, process mapping, RACI, and technical prerequisites for successful IT service operations.
• Support SAP S/4HANA Rollouts:
• Lead operational activities for SAP ERP scope and market expansion, including service transition planning, capacity planning, and adjusting operational processes.
• Process Awareness & Education:
• Promote process awareness by creating educational materials and coaching teams on roles, responsibilities, and efficient processes.
• Ensure thorough documentation of collaborative processes and outcomes, fostering continuous knowledge sharing.

Technical Requirements:

• 8+ years of experience in managing SAP operations in enterprise IT environments.
• Extensive knowledge of SAP S/4HANA, SAP BTP, and cloud-based SAP solutions.
• Strong understanding of ITIL processes and their integration within the SDLC.
• Expertise in key SAP business processes (R2R, O2C, P2P, P2Pr).
• Experience collaborating with SAP Basis, Security, and Cloud Integration teams.
• Proficient in using ITSM tools (ServiceNow preferred).
• ITIL v4 certification (Foundations; Operational Support and Analysis) and familiarity with SAP Activate Methodology.

Soft Skills:

• Proven ability to collaborate with cross-functional teams and influence senior stakeholders.
• Excellent communication, analytical, and leadership skills.
• Strong coaching abilities, with a proactive attitude and analytical problem-solving mindset.

Nice to Have:

• Experience with SAP Solution Manager, ALM tools, and automation platforms.
• Hands-on experience with private cloud SAP deployments (AWS, Azure, GCP).
• Exposure to SAP DevOps, CI/CD pipelines, and automation frameworks.
• Experience in working in an agile setup with multiple teams contributing to service delivery.
• Experience working with global teams on large-scale solutions across multiple markets.
• Understanding of SRE and DevOps principles, with familiarity with monitoring and on-call duty tooling.

Observações

Not Specified (Portugal)