Service Manager

hace 8 horas

Barcelona, Barcelona, España Gracia101 Talent Solutions A tiempo completo

We are seeking a
Service Manager
to lead service operations and act as the key interface between users, delivery teams, Product Owners, and business stakeholders. This role is accountable for service performance, escalation management, and team leadership, with a strong focus on business alignment and SAP service delivery.

Key Responsibilities

  • Own end-to-end service operations, ensuring service stability, quality, and SLA compliance.
  • Lead and manage a
    team of ~8 resources
    , including workload planning, performance management, and team development.
  • Act as the primary point of contact for
    service escalations
    , ensuring timely resolution and clear communication.
  • Partner closely with
    Product Owners
    to align service delivery with product and business priorities.
  • Engage with business stakeholders, including
    occasional VP-level interactions
    , translating business needs into actionable outcomes.
  • Interface with
    users
    , understanding requirements and prioritizing service requests.
  • Provide functional leadership and guidance for
    SAP ECC
    , with a strong focus on
    Order to Cash (OTC)
    .
  • Bridge functional and technical teams to ensure effective issue resolution and solution delivery.
  • Drive continuous improvement initiatives across service processes and governance.
  • Apply
    Project Management best practices
    to service enhancements and related initiatives.

Qualifications

  • Proven experience as a
    Service Manager
    , Delivery Manager, or similar role.
  • Strong functional experience with
    SAP ECC
    , preferably in
    OTC (Order to Cash)
    .
  • Solid understanding of end-to-end business processes.
  • Demonstrated ability to manage escalations and complex stakeholders.
  • Project Management experience preferred
    .
  • Technical background is a
    plus
    .

Key Competencies

  • Leadership and people management
  • Strong business and service orientation
  • Stakeholder management and communication
  • Prioritization and decision-making
  • Problem-solving and analytical thinking

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