You will be working in a team that supports SAP users across multiple Nipro entities. As the SAP Service Delivery Manager, you will act as the single point of contact for SAP support topics, ensuring service quality and alignment with business needs. You will coordinate between internal teams, external partners, and end-users, while managing vendor relationships and budgets.
How you will contribute
SAP Maintenance and support (60%)
Coordinate SAP support processes and be the single point of contact for the business and IT teams, as well as for external partners. This for incident, change and problem management.
Provide support and assistance to users, diagnose and resolve system issues in cooperation with the internal team and external SAP partners.
Optimize the system usage and help the business to use the application in a more efficient way.
Transfer to key users the necessary knowledge to be able to use the application in a correct manner.
Manage service levels towards the business. Ensure agreed SLA’s are met.
Align SAP releases with project/support schedules.
Ensure smooth transfer of implemented solutions from project to support mode.
Coordinator of SAP major incident management process.
Supplier service management responsibilities. Contract negotiations, follow up on implementation of contractually agreed support processes.
Organization and processes (40%)
Design, implement, document and improve ITSM setup related to SAP AMS processes.
Perform vendor management functions towards SAP AMS supplier, facilitating service reviews, contracts, reducing vendor-related risks and providing communication between the vendor and Nipro management.
Manage and follow up on AMS budget.
Align the IT services delivered for Nipro with SAP CoE standards & processes.
Manage internal knowledge base, ensuring proper documentation of the system changes according to the change management policy.
Understand business processes and requirements, enrich change requests quality up to a level it is clear for SAP support team to deliver the solution.
What you bring to Nipro
Bachelor’s degree in IT, Business, or related field.
Proven experience in SAP support and service delivery or experience a SAP key user.
Strong coordination and stakeholder management skills.
Experience with vendor management and contract negotiation.
Knowledge of IT service management processes.
Ability to understand business needs and translate them into SAP solutions.