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SAP Service Desk Management Lead (m/f) - Germany  

Celesio (company)


Posted on : 28 April 2017

Project Description

 For our Head Office  we are looking for a  SAP Service Desk Management Lead (m/f) 

Principal Tasks and Responsibilities: 
  • Lead the SAP CoE Service Desk team by managing performance as well as coaching and developing the team. 
  • Providing service reviews detailing service desk performance to business/OneIT stakeholders. 
  • Acting as a key escalation point for major service failures. 
  • Ensuring service failures have minimal impact on business operations.
  • Driving continuous service improvement for all processes relating to the service desk 
  • Management of 3rd party and internal vendors providing services. Includes partnering with vendors to ensure delivery of defined SLAs and contractual agreement.

Profile required: 
  • Longtime hands on experience as a Service Specialist for Applications (SAP). 
  • Excellent analytical skills to understand performance metrics, identify service issues and take mitigating actions to resolve. 
  • Experience in managing external service providers and able to drive tender processes. 
  • Ability of working both independently and in a team-oriented, collaborative environment. 
  • Knowledge of Agile and ITIL methodology. 
  • Strong service delivery skills.