SAP ERP Service Management & Stabilization Consultant (m/w/d)
Invenda GmbH
Ansprechpartner: Aleksandra Ivanova
München, Deutschland
Medizin und PharmaService-InnovationIt Service ManagementService Portfolio ManagementSage ERPSAP ERPSAP ImplementierungSAP PMSAP Solution ManagerSAP SRMService Control ManagementService DeliveryServiceentwicklungServiceverbesserungService ManagementServiceplanungService Request ManagementService-VirtualisierungSAP AMSSAP Enterprise PortalServicenow
Beschreibung
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