SAP Service Delivery Manager

3 hours ago

Stockholm, Sweden AB Electrolux Full time

Solve complex problems. Decode the future.

At Electrolux Group, as a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

All about the role:

The SAP Service Delivery Manager is responsible for the overall delivery of SAP application support and maintenance services provided to process owners and clusters within Europe. As SAP Service Delivery Manager, you act as the primary operational contact point for SAP Key User Group Leads, Business Process Owners, IT Solutions teams and Cluster IT Business Partners for matters related to SAP support and that required forums are established as required with key stakeholder groups. The SAP Service Delivery Manager is also responsible for driving coordination internally within the IT organization with the objective to optimize quality of service to the SAP user community.

Success in the position requires you to have high service focus and a strong customer experience mindset. You are acting with high sense of urgency, prioritize according to business impact and take the level of ownership required. You are also driving continuous improvement in support operations, joint service delivery partners and internal IT teams

What you'll do:

As the SAP Service Delivery Manager for Europe you will:

- Manage the overall delivery of SAP application support and maintenance services provided by external delivery partners. This includes adherence to operational service levels and a day-to-day high-quality delivery.
- Manage escalations from key business and IT stakeholders and make sure such are prioritized and addressed appropriately. When required, take ownership, driving progress for complex problems in highly urgent situations and serve as cross team integrator.
- Manage operational support forums with Europe Key User groups and Application teams including any required communications versus Business and IT stakeholders.
- Manage the inclusion of new or enhanced application scope to the existing application support portfolio making sure transitioned solutions are stable and support entities are ready to handle steady state delivery.
- Manage SAP technology delivery end to end for SAP platforms used in Europe including regular maintenance and planning delivery of enhancements and new development objects.
- Act as escalation point versus 3rd parties including software and service providers.
- Represent the SAP support for Europe in the larger global EluxOne framework and work with representatives from other ITs and Global IT teams when required.
- Drive innovation agenda SAP application support in Europe to establish improved ways of working with the objective to achieve improved end user experience but also to realize operational and cost efficiencies.
- Manage regular service baselining activities with third party service providers.
- Drive process improvement/adherence and set up of relevant KPIs for SAP application support and maintenance.

Who you are:

- You hold a university degree in IT and have at least 5 years of previous experience in leading roles within SAP service or project/program delivery.
- You have a solid functional and technical understanding of SAP ECC, APO, IBP, C4C Sales, C4C Service Cloud solutions but also a good end-to-end process understanding and business acumen.
- You are actively keeping up-to-date with latest solutions and technology within SAP area. Electrolux has a transformative roadmap agenda ahead with ongoing rollouts of IBP, C4C and upcoming transition to Cloud operations and S4 implementation and you will be required to drive SAP service delivery and thrive within this context.
- Fluent in English (verbal/written).
- Able and willing to travel if required

You demonstrate:

- Collaboration – You contribute to a highly collaborative environment that enables a cross-functional team to flourish.
- Communication - You communicate clearly and persuasively, confidently partnering with stakeholders at all levels in the company. You are tactical and have a strategic ability to communicate, build relationships with key stakeholders, and influence others
- Problem-Solving – You are able to connect the dots between insights, strategy, and conceptual direction; is outcome - as opposed to task - orientated.
- Project Management - Ability to build high performing teams based on teamship and cross-functional collaboration.
- Adaptability & Resilience – You can effectively navigate change, challenges, and setbacks while maintaining a positive and flexible approach. You have a strong sense of urgency.
- Prioritization: You can manage a high workload with speed and accuracy by prioritizing regularly. You have a strong sense of urgency
- Proactivity: A self-starter – working proactively to identify opportunities and implement plans. High energy and enthusiasm, self-motivated demonstrating a can-do attitude

Where you'll be:

This is a full-time position in one of our Electrolux Office in either Stockholm, Sweden, or Krakow, Poland. You will be part of a dynamic international team where English is the natural language.

Benefits highlights:

- Flexible work hours/hybrid work environment.
- Discounts on our award-winning Electrolux products and services
- Family-friendly benefits
- Extensive learning opportunities and flexible career path.

As part of Electrolux, we will continuously invest in you and your development. There are no barriers to where your career could take you.

Find out more:

Electrolux Group

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