Service Introduction Senior Lead

This new role will support the Digital Core Program SAP S/4 HANA during the BUILD and Deployment PHASES leading and coordinating all support service introduction activities collaborating with the different segment program teams and existing Business as usual teamsThis position requires a strong balance of SAP support services process understanding, ITIL processes and ongoing service introduction leadership with multiple stakeholders managementThe role combines hands-on service introduction design artifacts and documentation, governance, service performance reporting, and risk management.
Key Responsibilities:Coordinate all Service Support activities across the global S/4Hana Landscapes and collaborate/work with existing Worldwide BAU Team.Establish and coordinate Service management plans, meetings cadence, action and risk logsDrive operation excellence with effective and strong governance with the Europe and Americas deployment teamsEnsure smooth handover to BAU with a focus on readiness, documentation, RACI and trainingEstablish Governance, Dashboard Reporting and KPI, continuous improvement on system health, change volumes, incident trends, and release performance.Provide leadership on ITIL process and risk management by identifying and mitigating risksStakeholder engagement and management, collaborating with BAU Teams, System Integrators partners and Mars Segments Teams, creating Stakeholder maps, communication plans, integrated plansManage cross-teams and stakeholders located in Europe and Americas to drive collaboration and meet shared goals
Personal Competencies:Strong ownership and accountability for end-to-end support ActivitiesProactive and forward-thinking approach to risk and process optimizationHigh level of resilience and adaptability in dynamic environmentsContinuous learning mindset with focus on innovation and improvementAgile behaviours and approaches mindset
Job specifications and qualifications:
Education:Bachelor’s degree in Information Technology, Computer Science, Engineering, or related fieldRelevant certifications (SAP, ITIL) is a plus
Qualifications:5+ years of SAP experience, with strong exposure to S/4HANA environmentsStrong knowledge of ServiceNowAbility to collaborate efficiently with both technical and non-technical teamsDigital Transformation S/4 Deployment experienceSolid background in both project delivery (build) and production supportExperience working in complex, multi-system integration landscapes
Technical Skills:Familiarity with ITSM tools (e.G., ServiceNow) and DevOps practicesStrong troubleshooting and debugging capabilities in complex matrix organization
Social Skills:Strong communication skills with ability to translate release defects into business impactStructured problem-solving and decision-making mindsetStrong collaboration skills in global, cross teams from different countries and culturesAbility to operate under pressure and manage critical situations effectively