SAP Service Manager

The International Olympic Committee (IOC) is the guardian of the Olympic Games and the leader of the Olympic Movement. A truly global organisation, it acts as a catalyst for collaboration between all Olympic stakeholders, including the athletes, the National Olympic Committees (NOCs), the International Sports Federations (IFs), Organising Committees for the Olympic Games (OCOGs), the Worldwide Olympic Partners and Media Rights-Holders. It also works with public and private authorities, including the United Nations and other international organisations.

If you are an experienced SAP Service Manager, and the vision of building a better world through sports inspires you, this is a unique opportunity for you to contribute to the Olympic Movement within the IOC. As an SAP Service Manager, you will contribute to the mission of protecting and improving the value that SAP services provide to the IOC in line with the overall technology strategy.

Role responsibilities:

IOC SAP current solutions management and evolution

• Oversee the integrity of IOC’s SAP Services (SAP components in private cloud ECC 6, BW, BO, Solution Manager and SAP cloud solutions Ariba, SuccessFactors, Concur as well as interfaces to non-SAP solutions).
• Define and implement the annual maintenance plan to ensure IOC SAP Services remain compliant with SAP maintenance strategy optimising costs.
• Develop deep technical expertise offering insights and thought leadership related to the SAP Services.
• Contribute to standard business processes development for the HANA S/4 transition maximizing the value of SAP Services for the IOC.
• Identify opportunities to reduce total cost of ownership by adopting standard solutions.
• Define SAP security strategy according to IOC requirements and SAP best practices. Ensure compliance to IOC internal controls, contribute to the SAP financial annual external audit.
• Provide input to DTI operational plans, budgets, and forecasts.

SAP architecture and projects

• Provide authoritative subject matter expertise and technical advice to IOC Project Managers, Business Relationship Managers, Architects, and Service Managers for all SAP related matters.
• Review project requirements, design specifications and resource estimates ensuring alignment with Technology architectures, standards, and road maps.
• Contribute to the implementation of business processes using SAP solutions as required by the functional project management team, validating and challenging solutions and their associated costs.
• Act as escalation point for technical design issues relating to SAP Services.

SAP evolution and innovation

• Maintain subject matter expertise of the external market and emerging technology trends related to SAP, fostering innovation and improvement within supplier relationships.
• Analyse supplier roadmaps and end of life cycles, assess impact and recommend actions.

Third-party suppliers, contract management

• Manage third-party suppliers operation maintaining knowledge of contractual obligations, key contacts, services definition and invoicing.
• Contribute to contract negotiations and ongoing supplier performance review.
• Establish strong stakeholder relationships and ensures that the overall SAP service meets their needs.

Change Management

• Deliver SAP Services including software changes and service infrastructure upgrade following the IOC Change Management process.
• Collaborate with service integration, service operations and service management teams to ensure seamless end to end service operations.
• Contribute to the management and resolution of SAP Services incidents providing 2nd level service support on an exception basis.
• Develop knowledge transfer of SAP Services to Service desk team in close relationship with Service Desk Manager.
• Work in close relationship with Project Managers to organize Service Transition to Operations with formal Service Acceptance Criteria review and validation before going live.

Customer service

• Offer exemplary customer service, including maintaining customer relationships and taking care of customer concerns or complaints promptly.
• As a member of the wider IOC IT Team, proactively support operational priorities and assist other teams across the department where required.

Requirements for the role:

• University degree in the field of computer science or information systems and or related work experience.
• Proven experience on SAP products cloud solutions with deep technical expertise of SAP ECC 6 on HANA.
• Experience in managing SAP cloud solutions Ariba contracts, SuccessFactors and Concur.
• Experience of business transformation project to SAP S/4HANA for Finance and HR.
• Experience in managing SAP Service within a SIAM framework.
• ITIL foundation qualified; Certification level would be highly regarded.
• Proven track record in IT service management in a multi-vendor outsourced environment.
• Experience of using ITSM tool (ideally ServiceNow) to drive service management best practice.
• Fluent in English or French, with excellent command of the other language.
• Strong analytical skills.
• Strong problem solving ability.
• Proven ability to maintain excellent working relationships with senior managers and senior management in supplier organisations.

Come and join an organisation where the spirit of inclusion, gender equality and diversity is embedded in its DNA and which focuses on what unites us – a passion for sport and its values. Work in a flexible and rewarding environment which offers competitive employee benefits and numerous incentives to live a sustainable, healthy and active life. By joining us, you become part of the Olympic Movement and help to build a better world through sport. You will have the opportunity to work with people of more than 70 nationalities.

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