Service Management Expertise
Command of ITIL practices to handle incident, problem, and change management.
Deep familiarity with SAP platforms (ECC, S/4HANA, BW, Fiori).
Commitment to performance excellence—measuring and achieving SLAs and KPIs.
Stakeholder & Vendor Engagement
Negotiating and managing third-party vendors while holding them accountable.
Facilitating service reviews and performance assessments with data-driven insights.
Continuous Improvement Mindset
Promoting standardization and best practices across SAP landscapes.
Staying ahead of the curve in digital transformation—whether Agile, DevOps, or cloud strategies.
Cross-functional Coordination
Supporting complex project landscapes without disrupting operations.
Aligning IT services tightly with business objectives through seamless communication.
Language
Excellent command of spoken Chinese.
Key Responsibilities:
• Service Management & Delivery
o Oversee end-to-end delivery of SAP application services (ECC, S/4HANA, BW, Fiori, etc.)
o Ensure SLAs, KPIs, and service quality targets are met or exceeded
o Manage incident, problem, change, and release management processes
• Stakeholder Engagement
o Act as the primary point of contact for business units regarding SAP service delivery
o Collaborate with business stakeholders to understand requirements and ensure alignment with IT services
• Vendor & Partner Management
o Manage third-party vendors and AMS providers to ensure effective service delivery
o Conduct regular service reviews and performance assessments
• Continuous Improvement
o Identify opportunities to optimize SAP operations and reduce costs
o Drive automation, standardization, and best practices across SAP services
• Project Support
o Support SAP-related projects and upgrades, ensuring minimal disruption to operations
o Coordinate with project managers and technical teams for smooth transitions
• Compliance & Governance
o Ensure compliance with internal policies, security standards, and regulatory requirements
o Maintain documentation and audit readiness for SAP services
Qualifications:
• Bachelor’s degree in Information Technology, Computer Science, or related field
• 8+ years of experience in SAP service delivery or application management
• Strong understanding of SAP modules (e.g., FI/CO, MM, SD, HCM, etc.)
• Experience with ITIL framework and service management tools (e.g., ServiceNow)
• Proven track record in vendor management and SLA governance
• Excellent communication, leadership, and stakeholder management skills
Preferred Qualifications:
• Experience with SAP S/4HANA migration or implementation
• Familiarity with Agile or DevOps methodologies
• Excellent command of spoken Chinese