Service Manager

Summary

Join Zoi, a company building the digital evolution of enterprise customers, and help bridge the gap between enterprise IT and new technologies. We are expanding our European and international teams and offer opportunities in various locations with potential for travel between them. This leadership role requires managing a team of over 20 technical consultants, overseeing complex SAP landscapes, and ensuring high system availability. The position demands strong technical expertise, excellent communication skills, and experience in managing service level agreements. You will be responsible for implementing proactive monitoring and preventive maintenance strategies. This is an opportunity to contribute to continuous service improvement and propose value-added innovations.

Requirements

• You have experience in managing technical support teams, preferably in SAP Basis and/or cloud infrastructure environments
• You have demonstrated experience in overseeing the maintenance of complex SAP landscapes with high customization and frequent modifications
• You are an expert in managing and coordinating regular periodic tasks such as software and kernel upgrades, backups, and cost supervision
• You have experience in implementing and managing 24x7 support services, potentially with geographically distributed teams
• You have experience in using Jira for ticket management, including ticket assignment, prioritization, and escalation processes
• You are familiar creating and maintaining service documentation using tools like Confluence
• You have experience in working with monitoring tools for SAP and cloud environments, such as SAP Solution Manager, Nagios, Zabbix, and Amazon CloudWatch
• You have experience in coordinating with clients to align expectations and ensure service satisfaction
• You have experience in contributing to continuous service improvement and proposing value-added innovations

Responsibilities

• Strong leadership and team management skills with the ability to manage a team of more than 20 technical consultants
• Excellent understanding of SAP landscapes, including 3-tier installations (Development, Test, Production), CUA, and value-added SAP software like GTS, APO, EWM, HCM, MDM, Ariba
• Solid knowledge of cloud infrastructure, particularly AWS, and related services
• Proficiency in IT Service Management (ITSM) frameworks, ideally ITIL standards, for service management
• Experience with ticketing systems, specifically Jira, for incident and request management
• Familiarity with documentation management tools, such as Confluence
• Ability to manage a high volume of tickets (more than 100 per week) and prioritize effectively
• Strong communication and interpersonal skills to interact with clients, the support team, and internal stakeholders
• Experience in managing service level agreements (SLAs) and ensuring compliance
• Ability to implement and oversee proactive monitoring and preventive maintenance strategies to ensure system availability and health