SAP Service Manager

iSystems Ltd; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

iSystems Ltd in Kuala Lumpur is seeking an experienced Senior IT Service Delivery Manager to oversee SAP application operations and global service governance.

You will manage vendor performance, ensure ITIL/ SOX compliance, drive continuous service improvement, and lead incident, change, and RCA efforts while coordinating budgets and stakeholder expectations.

This role requires 8+ years in IT service delivery and strong leadership, communication, and cross-functional collaboration.

Qualifications

• Bachelor's degree in a relevant discipline; ITIL v4 certification preferred.
• 8+ years in IT Service Delivery, IT Services, Application Management, or Platform Governance.
• Knowledge of SAP landscapes (S/4HANA, ECC, Fiori, BTP) and SAP integration technologies.
• Strong ITIL v4, ITSM processes, SLA/OLA management, incident management and continual service improvement.
• Experience with stakeholder management, vendor governance, and global IT service operations.
• Experience in SOX-controlled environments, audits, risk management, and compliance.
• Familiarity with ServiceNow, Azure DevOps, and Agile/DevSecOps methodologies.
• Strong communication, problem-solving, collaboration, and leadership skills.
• Exposure to SaaS/digital solutions, AIOps, or AI-driven productivity tools preferred.

Responsibilities

• Oversee day-to-day IT service operations and SAP application management.
• Monitor vendor performance against contractual SLAs, OLAs, and KPIs.
• Manage stakeholder relationships across business functions, IT teams, and third-party suppliers.
• Lead incident, problem, change, and service improvement management, including RCA and preventive actions.
• Ensure compliance with ITIL processes, SOX controls, audit requirements, and global IT standards.
• Coordinate service reviews, disaster recovery tests, system stabilization, and new service implementations.
• Support project transitions, release readiness, knowledge transfer, and operational quality.
• Manage service line budgets, operational costs, risks, and remediation activities.

Skills

IT Service Delivery

Stakeholder management

Vendor governance

Incident management

Change management

Service improvement

Leadership

Communication

Education

Bachelor's degree in IT/related field

ITIL v4 certification

Tools

ServiceNow

Azure DevOps

SAP

Job description

Responsible for managing IT service delivery, SAP application operations, third-party vendor performance, and service governance in a global enterprise environment. Ensure SLA/OLA compliance, operational stability, stakeholder satisfaction, risk management, and continuous service improvement.

Job Description

• Oversee day-to-day IT service operations and SAP application management.
• Monitor vendor performance against contractual SLAs, OLAs, and KPIs.
• Manage stakeholder relationships across business functions, IT teams, and third-party suppliers.
• Lead incident, problem, change, and service improvement management, including Root Cause Analysis (RCA) and preventive actions.
• Ensure compliance with ITIL processes, SOX controls, audit requirements, and global IT standards.
• Coordinate service reviews, disaster recovery tests, system stabilization, and implementation of new services.
• Support project transitions, release readiness, knowledge transfer, and operational quality.
• Manage service line budgets, operational costs, risks, and remediation activities.

Job Requirements

• Bachelor's degree in a relevant discipline; ITIL v4 certification is preferred.
• Minimum 8 years of experience in IT Service Delivery, IT Services, Application Management, or Platform Governance.
• Knowledge of SAP landscapes, including SAP S/4HANA, ECC, Fiori, BTP, and SAP integration technologies.
• Strong understanding of ITIL v4, ITSM processes, SLA/OLA management, incident management, and continuous service improvement.
• Proven experience in stakeholder management, third-party vendor governance, and global IT service operations.
• Experience in SOX-controlled environments, audits, risk management, and compliance.
• Familiarity with ServiceNow, Azure DevOps (ADO), and Agile or DevSecOps methodologies.
• Strong communication, problem-solving, collaboration, and leadership skills.
• Exposure to SaaS applications, digital solutions, AIOps, or AI-driven productivity tools is preferred.