Service Delivery Manager

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

Service Delivery Manager Accountable for SAP operational and service delivery excellence, ensuring platform availability, performance, and SLA compliance. Drives incident and problem management, including timely RCA delivery. Oversees audit and control follow-up, manages stakeholders across IT and business teams, and communicates service performance to leadership. Continuously improves SAP services using ITIL best practices while adapting to evolving business and customer needs.

What we Ask

The Service Delivery Analyst is:

• Experienced in SAP technical capabilities and starting in SAP Service Delivery Management.
• Managing End-2-End delivery of all agreed IT services within Global FrieslandCampina IT Operations/SAP Center of Excellence cluster, conform to SLA’s and the continuous service improvement.
• Driving SAP process automation, innovation and continuous service improvement.
• Managing defining SLA’s with service owners based on agreed IT SLA’s and providing regular updates on performance and status of continuous service improvement activities.
• Participating during incident escalation management for Priority 1 and 2 incidents.
• An active communicator via our internal platform Viva Engage

To achieve this, the Service Delivery Analyst has the following capabilities:

• Good communication skills.
• Understanding of Customer and internal IT delivery management.
• Good understanding of business needs & operational requirements within a SAP operations and technical delivery domain.
• Knowledge about ITIL processes.
• Understanding of IT services & SLA.

What we Offer

In this exciting role, we are offering you:

• A great working environment within our Kuala Lumpur office which is our central office for the Asia region.
• Cooperation with a great team of IT experts within the IT and business organization.
• An international environment spreading from Europe to the far East with a complex landscape of IT solutions to support our IT applications and infrastructure.
• A position where you can have an immediate impact on the quality of the IT services we offer to our business.
• Opportunity to make use of our extensive online and physical training portfolio offered within our FrieslandCampina Academy
• A competitive salary and reward system.

Vacancy Description

• Service delivery management with a strong SAP technical background.
• Experienced in SAP basis, technical capabilities.
• Take responsibility & ownership for SLA services and related projects.
• Take ownership on audit and internal control requirements
• Drive automation and innovations in SAP Service-management.
• Work with partners and stakeholders in Business and IT on service management.
• Supports defining service agreement for contracts with 3rd parties.
• Ensure ownership of applications is documented in the service catalogue and CMDB.
• Manage escalations and complaints regarding SAP services, incidents and changes.
• Drive problem management process for recurrent- and priority- incidents.
• Optimize service delivery utilizing support tooling; ServiceNow and SAP Solution Manager
• Drive integrated ECO Service management and Reporting.
• Manage Service Level Reporting with in and external IT delivery teams.
• Manage the SAP IT Service Portfolio and Service Catalogue.
• Assist SAP Functional teams to continuously improve services.
• Work with all required parties to improve the E2E process of incident and problem management.
• Drive Demand to Delivery requirements of new, changed and retired services.
• Drive Service management for strategic IT Operations initiatives.
• SAP Service management point of contact for service related questions.
• Manage relationship with all stakeholders in SAP Service Management domain.
• Advise on IT solutions / support / service models.

For thousands of people every day, we are more than just a dairy company. For them it's not just about what we do, but who we are. We value talented people from any background who want to contribute to something bigger than themselves. We encourage all of our employees to make decisions that benefit our entire company. At FrieslandCampina we own our own career and act accordingly. We trust you to make a difference in your job and influence the bigger picture. Working at FrieslandCampina means you are contributing to a better world. This position is within the Global IT - Global Business Services - SAP Center of Excellence. In the SAP CoE team we work in a team with direct colleagues in the SAP domian based and in Kuala Lumpur, Malaysia and Amersfoort, The Netherlands.

Why work with us:

An inspiring purpose

Better nutrition for the world and a good living for our farmers, now and for generations to come.

A cooperative culture

Driven by global collaboration, respect, and shared success

Space to aim higher, with autonomy and a clear focus

Your growth fuels ours

We invest in your personal and professional development through training and education.