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IT Business Services Manager
Summary & Role Information:
Nestlé has setup a transformation program called Journey to Cloud (J2C). A cornerstone of this transformation is to consume the entire SAP landscape as SaaS provided by SAP. In order to provide the right level of service, it has been decided to build a new team within ECS. The ECS Nestlé Client Delivery Management will provide an E2E service by combining HEC and CAS portfolio and will work dedicated for Nestlé and will operate the entire Nestlé SAP landscape with more than 80 productive systems and several of the largest HANA-based systems (e.g. 2x24TB ERP scale-out).
Within the CDM organization we set up the Technical Service Management (TSM) team that will be responsible to operate the environments on all levels. Our services will be provided 7×24 out of three locations – Bangalore, Bucharest and Mexico City, based on a Follow the Sun principle. To orchestrate and lead those local teams, we’re looking for experienced Service Managers in every location.
KEY RESPONSIBILITIES AND TASKS
- Rampup the team from currently 10 up top 30 members per location
- Design and build a team structure to ensure excellent service delivery for L1-L3 level services
- Align with your counterpart in the other locations to enable smooth handover between locations
- Ensure seamless integration and collaboration with SME/L4 experts in the organization and other global service teams
Experience (Role Requirements):
- Bachelor’s degree or higher in one of the following areas: Computer Science, Engineering, Information Management
- Strong background in SAP technology and products – especially profound knowledge in SAP NetWeaver Administration and Operations and cross-dependencies like integration
- Excellent written, verbal communication and presentation skills to effectively communicate and de-escalate Issues
- Excellent Customer Service Attitude
- Ability to work effectively in international and virtual teams and get work done smoothly from multiple teams in ECS
- Capacity to continuously acquire new knowledge in an independent, proactive way
- Experience in working with cross-cultural teams or individuals
- Proven records in building and leading teams in a service organisation, 10yrs+ experience
About the team / Brand / Line of Business:
Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). As private cloud managed services provider, HEC Delivery is offering a key aspect in the intelligent business transformation journey of our customers and by joining forces with CAS, we enter a new era of end-to-end service experience for our customers.
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