Manager/Assistant Manager, IT Service Delivery (SAP)

Carlsberg; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

A leading company in the beverage industry is seeking a Manager/Assistant Manager for IT Service Delivery. The role involves managing IT services related to enterprise applications like SAP and ensuring operational excellence. Candidates should have experience in IT service delivery, strong communication skills, and a Bachelor's degree in a related field. This position offers opportunities for professional growth and development within a dynamic team.

Qualifications

• More than 5 years experience in IT service delivery, focusing on SAP.
• Certifications in SAP, Kinaxis, or ITIL are a plus.

Responsibilities

• Manage IT service delivery for enterprise applications like SAP and Kinaxis.
• Oversee day-to-day operations of SAP modules and coordinate with vendors.
• Lead small to medium-scale projects related to system enhancements.

Skills

Problem-Solving

Analytical Skills

Communication

Stakeholder Management

Leadership

Education

Bachelor's Degree in Computer Science

Tools

SAP ECC

SAP BW

Kinaxis RapidResponse

Job description

Manager/Assistant Manager, IT Service Delivery (SAP)

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Responsible for managing, supporting, and improving the delivery of IT services related to enterprise applications such as SAP ECC & BW, Kinaxis RapidResponse, and other critical business systems. This includes ensuring operational excellence, driving user satisfaction, and aligning IT services with business needs. The individual will act as a key liaison between IT teams, business stakeholders, and vendors to ensure efficient service delivery and continuous improvement.

Responsibilities:

1. Service Delivery Management

Ensure end-to-end delivery of IT services for enterprise applications like SAP ECC & BW, Kinaxis RapidResponse, and other business-critical platforms.

Monitor service-level agreements (SLAs) and key performance indicators (KPIs) to ensure timely and quality service delivery.

Collaborate with business units to understand their requirements and align IT services accordingly.

Manage incidents, service requests, and escalations.

2. Operational Support

Oversee the day-to-day operation of SAP modules (e.g. FI/CO, MM, SD, PP), Kinaxis RapidResponse, SAP BW, DMS, and other enterprise systems.

Coordinate with internal IT teams and external vendors to resolve technical issues and minimize downtime.

Manage and perform application configuration, upgrades, patches, and enhancements to ensure business continuity and system stability.

Conduct root cause analysis (RCA) for recurring issues and implement solutions to prevent future occurrences.

3. Project Management

Support the deployment of new enterprise application modules, features, and integrations.

Work with project managers to ensure timely and cost-effective delivery of IT initiatives.

Participate in planning, testing, and rollout activities for applications.

Lead small to medium-scale projects related to system enhancements, migrations, or process improvements.

4. Stakeholder Engagement

Act as the primary point of contact for business stakeholders regarding enterprise application services.

Facilitate communication between business teams, IT teams, and external vendors to ensure alignment.

Provide regular updates, reports, and dashboards to stakeholders on system performance, issues, and improvement plans.

5. Change and Release Management

Follow established change management protocols for introducing new features or updates to enterprise applications.

Coordinate with cross-functional teams to plan and execute releases with minimal disruption to business operations.

Ensure proper documentation of all changes and updates.

6. Vendor and Partner Management

Liaise with external vendors (e.g., SAP, Kinaxis, Accenture, etc.) to ensure the timely delivery of services and resolution of issues.

Evaluate vendor performance and provide feedback for continuous improvement.

Negotiate service contracts and agreements to optimize costs and service quality.

Identify opportunities to optimize existing processes and systems to improve efficiency and performance.

Stay updated on the latest trends, updates, and best practices related to SAP, Kinaxis, and enterprise applications.

Drive automation initiatives to reduce manual tasks and improve operational efficiency.

8. Compliance and Security

Ensure enterprise applications comply with relevant regulatory, security, and governance standards.

Collaborate with IT security teams to address vulnerabilities and ensure data protection.

Support audits by providing necessary documentation and system information.

9. Team Leadership and Knowledge Sharing

Provide guidance and mentorship to junior team members or peers.

Organize and conduct training sessions for end-users and internal teams on application usage and best practices.

Ensure knowledge transfer and documentation for all key processes and systems.

10. User Access Management

Follow established access management procedure & policy for user access creation and update in enterprise applications.

Collaborate with business owner on user access review and housekeeping.

Requirements:

With a Bachelor’s Degree in Computer Science, Information Technology, or related field.

With more than 5 years experience in IT service delivery, with a focus on SAP, Kinaxis, or other enterprise applications. Certifications in SAP, Kinaxis, or ITIL are a plus.

Strong functional knowledge of SAP modules (e.g., FI/CO, MM, SD, PP) and their integration points.

Basic knowledge in SAP ABAP and user access management.

Familiarity with Kinaxis RapidResponse, including configuration and operational support.

Understanding of enterprise application architecture and integration with other systems.

Experience with ITIL processes (Incident, Problem, Change Management).

Knowledge of database systems, cloud platforms, and APIs for enterprise applications.

Excellent problem-solving and analytical skills.

Strong communication and stakeholder management abilities.

Ability to work under pressure and manage multiple priorities.

Team-oriented with leadership and mentoring capabilities.

Working Time
Monday - Thursday 8:15am - 5pm
Friday 8:15am - 4pm

We regret to inform only shortlisted candidates will be notified.

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Your application will include the following questions:

Which of the following statements best describes your right to work in Malaysia? What's your expected monthly basic salary? How many years of project management experience do you have? How many years' experience do you have as a SAP Support Consultant? How much notice are you required to give your current employer?

At Carlsberg, your opportunities for development are almost unlimited.

You can experience practically all job areas, work internationally, rise through the ranks or become the best in your position. All it takes is the courage to face challenges head-on and a passion for winning.

Working with some of the world's strongest brands, you will be faced with many professional challenges. The road maybe tough but the daily work need never become boring. We are in the beer business and sell enjoyment, happiness and good company - which you can experience on a daily basis. Employing and developing the right people is a key to our success. We want to be the best, and this has created a true fighting spirit throughout the group - with lots of commitment and courage, and a professional attitude towards business.

Carlsberg is in the super league of the global beer groups and we have a huge potential. While we're building on a proud 170-year-long history, in recent years we have focused intensively on change. In many ways, we are now a new team that thinks and conducts business in an entirely new way.

At Carlsberg, your opportunities for development are almost unlimited.

You can experience practically all job areas, work internationally, rise through the ranks or become the best in your position. All it takes is the courage to face challenges head-on and a passion for winning.

Working with some of the world's strongest brands, you will be faced with many professional challenges. The road maybe tough but the daily work need never become boring. We are in the beer business and sell enjoyment, happiness and good company - which you can experience on a daily basis. Employing and developing the right people is a key to our success. We want to be the best, and this has created a true fighting spirit throughout the group - with lots of commitment and courage, and a professional attitude towards business.

Carlsberg is in the super league of the global beer groups and we have a huge potential. While we're building on a proud 170-year-long history, in recent years we have focused intensively on change. In many ways, we are now a new team that thinks and conducts business in an entirely new way.

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