Lead the operational excellence of a critical SAP landscape, encompassing both ECC and S/4HANA environments. This role is pivotal in ensuring services are delivered consistently and efficiently, meeting all defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). You will orchestrate support across L1, L2, and L3 levels, encompassing both functional and technical aspects, to guarantee system uptime, optimal performance, and robust stability.

Leverage an AI-driven approach to enhance service delivery and proactively manage the SAP ecosystem. The focus is on maintaining a high-performing and reliable SAP environment for our business operations.

Oversee the daily operations of the SAP landscape, ensuring seamless service delivery aligned with SLAs and KPIs. Manage and mentor L1, L2, and L3 support teams, fostering a collaborative and high-performing environment. Maintain exceptional system availability, performance, and stability through diligent monitoring and proactive measures.

Take ownership of incident and problem management, ensuring swift resolution of SAP incidents, including critical production issues. Drive Major Incident Management (MIM) processes and lead Root Cause Analysis (RCA) for recurring problems. Govern SAP change management and release processes to minimize disruption and maximize efficiency.

Requires a minimum of 10 years of comprehensive IT experience, with a strong emphasis on over 8 years dedicated to SAP service delivery and application support. Proven experience managing global clients and overseeing extensive SAP landscapes is essential.

Demonstrated expertise in incident, problem, and change management, alongside strong stakeholder and client management capabilities. Proficiency in ticketing tools like ServiceNow or Jira is expected. Candidates should possess excellent communication, leadership, and problem-solving skills, with the ability to thrive under pressure. Familiarity with AI-driven approaches is a plus.