SAP Service Delivery Lead: ITIL, SLA & Automation

FrieslandCampina; Petaling Jaya; On-site; MYR 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

FrieslandCampina Academy

International environment

Job summary

FrieslandCampina is seeking a Service Delivery Analyst to lead SAP service delivery, ensuring platform availability, performance, and SLA adherence across Global IT Operations. You will communicate with leadership, manage incidents, and drive continuous service improvement with ITIL practices.

The role focuses on end-to-end SAP service delivery, automation, and collaboration with SAP Center of Excellence in a global IT environment.

Qualifications

• Experience in SAP technical capabilities and SAP Service Delivery Management.
• End-to-End delivery of all IT services within the SAP Center of Excellence and conforming to SLA.
• Driving SAP process automation and continuous service improvement.
• Defining SLAs with service owners and providing updates on performance.
• Participating in incident escalation management for Priority 1 and 2.

Responsibilities

• Service delivery management with a strong SAP technical background.
• Manage SAP basis and technical capabilities across platforms.
• Take ownership for SLA services and related projects.
• Drive automation and innovations in SAP Service-management.
• Collaborate with Business and IT on service management and contracts.

Skills

Good communication

Delivery management

SAP operations knowledge

ITIL processes

Understanding of SLA

Tools

ServiceNow

SAP Solution Manager

Job description

FrieslandCampina is seeking a Service Delivery Analyst to lead SAP service delivery, ensuring platform availability, performance, and SLA adherence across Global IT Operations. You will communicate with leadership, manage incidents, and drive continuous service improvement with ITIL practices.

The role focuses on end-to-end SAP service delivery, automation, and collaboration with SAP Center of Excellence in a global IT environment.