SAP ERP Service Management & Stabilization Consultant (m/w/d)
Invenda GmbH
Contact person: Aleksandra Ivanova
München, Germany
Medicine and PharmaceuticalsService InnovationIT Service ManagementIT Portfolio ManagementSage ERPSAP ERPSAP ImplementationSAP PMSAP Solution ManagerSAP SRMService Control ManagementService DeliveryService Development StudioService Improvement PlanningService ManagementService PlanningService Request ManagementService VirtualizationSAP AMSSAP Enterprise PortalServicenow
Description
Tasks
Service Management & Service Performance
- Coordinate defined activities related to global ERP services and service delivery within the scope of the service stabilization project
- Analyze service performance KPIs and provide project-specific performance reports
- Assess SLA compliance and identify improvement opportunities
- Prepare and facilitate service review meetings with internal stakeholders and AMS partners as part of the service stabilization activities
- Create management reporting, dashboards, and decision-support materials
- Increase transparency regarding service quality, issue trends, and operational risks
Incident & Problem Management
- Coordinate on major incidents, critical escalations, and the tracking of identified stabilization measures
- Conduct incident review activities and document resulting actions
- Conduct root cause analyses and contribute to defined problem management initiatives
- Identify and recommend measures to improve service stability and reduce recurring incidents
Governance & Change Coordination
- Coordinate defined global ERP-related changes within the scope of the service stabilization project
- Assess adherence to established governance, approval, and compliance processes
- Facilitate project-related communication between business stakeholders, process owners, AMS suppliers, and IT teams
- Assess operational governance and service management procedures and develop improvement recommendations
Expected Deliverables
- During the assignment, the contractor is expected to deliver:
- Structured KPI and SLA reporting framework
- Regular service review packages and management reports
- Improved transparency of service performance and operational risks
- Documented action tracking for incidents, problems, and service improvements
- Recommendations and implementation guidance for service stabilization measures
- Optimized governance and stakeholder communication processes
- Knowledge transfer and handover documentation at project completion
RequirementsProfessional Experience
- Several years of experience in IT Service Management, preferably within SAP or ERP environments
- Strong understanding of ITIL processes
- Hands-on experience working with ServiceNow
- Experience managing external service providers and AMS organizations
- Fluent English communication skills (written and spoken)
Personal Competencies
- Strong stakeholder management and communication skills
- Ability to work independently with minimal supervision
- Analytical and structured approach to problem solving
- Experience operating in global and multicultural environments
- Ability to drive topics to closure and manage multiple priorities simultaneously
Work load 4-5 days/week Remote possibilities 100% Travel activities no Duration 6 Months