Description
SAP Service Level & Release Management Lead - Antwerp Region
Required skills:
A minimum of 5 years of experience in IT is required with a solid background in service delivery and support (operational experience) is required.
A minimum of 3 years of experience supporting critical business 24 x7 IT operations or similar experience is required.
Professional certifications are plus, candidates with ITIL and Project management knowledge will be given preference.
Broad infrastructure and application background/knowledge is required. Experience in developing metrics is preferred.
Experience in leading and motivating people is an advantage.
Description
Our client seeks an IT Service Lead within their Service Level Management (SLM) and Release Management Team. SLM and Release Management is a vital area for the support of ERP applications. Typically these are large business critical enterprise applications utilizing multiple product technologies spanning multiple Operating Companies. This complex environment requires an in-depth and broad understanding of Service Level Management, release Management, infrastructure, business processes, coupled with skills to manage relationships. Continual Service Improvement is a key dimension to assess and improve the quality of services delivered while increasing client competitive advantage in the marketplace.
The function has a focus on both the business and technical aspects of service management
Your Responsibilities
Ensure that Service Levels are met and services are delivered with high quality and in a cost efficient manner for SAP application support, according to Service Level Agreements and Statement of Work agreed with business
Perform periodic review and updates of SLA agreements, Crisis management documentation, Platform Distribution Lists and other documents in line with SoX review cycles and other requirements for periodic review
Do periodic Dashboards reporting on the Service Levels and performance of EMEA ERP platforms and organize and run operational review meetings with key stakeholders
Perform release management activities and manage and control the implementation of changes into multiple productive SAP clients. Ensure compliance to procedures
Perform reviews and approvals in SoX compliant way of security access, firefighter logs and authorize other exceptional activities in SAP Production and Acceptance/development environment
Represent AS in Critical Incident Management, Outage Management and Problem Management processes
Partner with IT IS teams for the continuous service improvements, planned and AD-HOC maintenance activities, operational activities/escalations, post-outage reviews, critical incidents management, problem investigations, day to day operational planning of HLM activities
Periodically review SAP Early Watch Reports and trigger corrective actions with functional or infrastructure support teams
Lead application performance improvement initiatives, guiding functional teams on various technical aspects of application management
Be a member of EMEA SAP Technical application owners group responsible for accuracy and completeness of configuration items for SAP applications and related infrastructure. Ensure the application attributes are updated in the CMDB according to the SACM SOP and established governance processes
Be seen as a key resource for problem resolution; typically the first escalation point for issue management. Timely escalate in turn functional, technical and resource issues
Co-manage transition to support phase of various projects
Be a champion and primary point of contact for Incident and Change Management tool set. Manage a transition of existing tools to the new global standard