IT Service Manager / ERP Service Delivery Manager / SAP AMS Service Manager

Responsibilities: — 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 — 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 — 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 Deliverables: — 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 Requirements: — 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 Candidates locations: EU Customer location: Germany Language: English B2 Estimated start date: 23.11.2026 Duration: 6 months