SAP Incident Delivery Manager

HITACHI ENERGY SERVICES SP. Z O.O.; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A global technology leader is seeking an SAP Service Delivery Manager to oversee the complete lifecycle of incident management. This involves coordinating with teams to ensure timely resolutions while maintaining high service standards. The ideal candidate will possess significant experience in SAP and IT service management, alongside excellent communication abilities. The company offers a competitive benefits package and opportunities for growth within a dynamic, international environment.

Servizi

Holistic range of competitive benefits

Training budget and platform

Experience in international environment

Competenze

• Minimum 8 years of experience managing SAP AMS portfolio.
• Proven experience in Incident Management or ITSM.
• Ability to work under pressure and manage multiple priorities.

Mansioni

• Lead the end-to-end lifecycle of incidents from detection to closure.
• Monitor incident queues and coordinate support team efforts.
• Facilitate post-incident reviews to implement corrective actions.

Conoscenze

Incident Management

Communication skills

Analytical mindset

Problem solving

SAP Functional or ABAP

Proficiency in English

Formazione

Bachelor's or Master’s degree

Strumenti

Service Now

Power BI

Descrizione del lavoro

Description

To growing SAP CoE ,we are looking for an SAP Service Delivery Manager to lead the end-to-end lifecycle of incidents, from detection and logging to resolution and closure, ensuring adherence to agreed SLA.

How you’ll make an impact :

Act as the primary point of contact for incident communication and provide timely updates to affected users, management, and other stakeholders.

Monitor incident queues, elevate issues as necessary, and coordinate efforts across support team to ensure swift resolution.

Triage, lead and facilitate the major incidents ensuring timely resolution as per the agreed SLA.

Facilitate post incident reviews to identify underlying causes and implement corrective actions to prevent future occurrences.

Continuously evaluate and improve incident management processes, tools and workflows.

Ensure incidents are resolved efficiently to restore normal service operations as quickly as possible.

Responsible to ensure compliance with applicable external and internal regulations, procedures, and guidelines.

Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background :

• Education & experience : Bachelor's or Master’s degree preferred. Minimum 8 years of experience managing SAP AMS portfolio. SAP Functional or ABAP experience is a must.
• Area experience : Proven experience in Incident Management, IT service management (ITSM) or a related role. Good experience of SAP / ERP processes.
• Soft skills : Excellent communication and interpersonal skills. Ability to work under pressure and handle multiple priorities.
• Hard skills : Analytical mindset with problem solving skills.
• Tolls experience : Experience with incident management tools (e.g., Service Now, Power BI).
• Language experience : Proficiency in both spoken & written English language is required.

More about us :

Hitachi Energy is a global technology leader that is advancing a sustainable energy future for all. We serve customers in the utility, industry and infrastructure sectors with innovative solutions and services across the value chain. Together with customers and partners, we pioneer technologies and enable the digital transformation required to accelerate the energy transition towards a carbon-neutral future.

We employ more than 40,000 people in 90 countries who work with purpose every day and use their different backgrounds to challenge the status quo. We welcome you to apply today and be part of a global team that appreciates a simple truth : Diversity + Collaboration = Great Innovation.

We offer :

• Cantract : Contract of employment
• Benefits : We pride ourselves on offering a holistic range of competitive benefits to support your financial, physical and mental wellbeing and personal development. We want you to truly thrive with us, in work and out. We can provide more information during the recruitment process.
• Growth possibility : training budget&training platform, changing role withing organization
• Possibility to gain experience in international enviromnent
• Possibility to work for industry leader in green energy solution
• Recruitment process :
  • Screening with recruiter
  • Meeting with manager

Offer

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