Ensuring a stable, high-quality 24x7 Service Operation and Service Delivery for the SAP landscape, including SAP ECC / S/4HANA and related integration platforms (e.g., SAP PI / Integration Suite, SAP BTP, SAP RISE @ AWS)
Managing and continuously improving ITILv4-based service management processes (Incident, Problem, Change, Service Request) in collaboration with IT service partners and SAP Basis teams
Monitoring service performance and ensuring SLA compliance, proactively identifying risks, dependencies, and improvement opportunities
Acting as a key point of contact for stakeholders, ensuring clear communication and alignment across a multicultural and distributed environment; driving data-based decision‑making, including reporting, KPI tracking, forecasting, and defining actionable improvement plans
Enhancing service quality and stakeholder satisfaction by reducing incidents, eliminating recurring issues, ...