Service Operations Lead

Job Description

Job Description:

The Service Operations Lead will support the stability, governance, and operational effectiveness of critical SAP environments during a period of significant transformation, including the coexistence of SAP ECC and SAP RISE landscapes. This role will help establish and operate a Control Tower operational model, providing centralized monitoring, incident coordination, and proactive risk management across the technology ecosystem.

The position will play a key role in ensuring operational stability, structured incident management, and service governance across multiple technology domains. Through coordination of cross-functional teams and structured operational processes, the role will enable faster incident resolution, improved operational visibility, and stronger service performance management.

A critical component of this role will be ensuring Service Readiness for SAP RISE services, supporting the transition from project delivery into steady-state IT operations. The Service Operations Lead will work closely with project teams, SAP partners, and operational stakeholders to ensure services are fully documented, monitored, and operationally prepared before entering production support.

The successful candidate will contribute to building a scalable, resilient, and secure operational framework, enabling seamless integration between legacy and future-state systems while supporting long-term service stability and continuous operational improvement.

This role requires strong incident management, stakeholder communication, and operational governance capabilities, as well as the ability to coordinate cross-functional teams in high-pressure operational scenarios.

What are we looking for?

• 5+ years of experience in IT Service Management, IT Operations, or enterprise application support environments

• Experience supporting complex enterprise systems, preferably including SAP landscapes or large-scale ERP platforms

• Strong understanding of incident management, problem management, and service governance frameworks (ITIL or equivalent)

• Experience coordinating major incident response across cross-functional technical and functional teams

• Ability to operate effectively in high-pressure operational environments requiring rapid decision-making and structured communication

• Strong analytical and problem-solving skills, with the ability to identify operational trends and drive continuous improvement initiatives

• Experience in monitoring SLA performance, operational KPIs, and service metrics reporting

• Excellent stakeholder communication skills, including the ability to coordinate with senior leadership and multiple operational teams

• Experience working in global environments with distributed teams and multiple technology domains • Bachelor’s degree in Information Technology, Computer Science, Engineering, or equivalent professional experience

What will be your key responsibilities?

• Coordinate Major Incident Management processes across multiple technology domains, facilitating incident bridge calls, coordinating response teams, and driving incidents through to resolution

• Execute defined escalation paths and stakeholder communication processes, ensuring clear ownership, structured updates, and alignment with severity management frameworks

• Facilitate Root Cause Analysis (RCA) activities in collaboration with technical and functional teams, ensuring contributing factors are identified and remediation actions are tracked to completion

• Monitor service performance metrics, including incident trends, SLA compliance, and operational KPIs, providing structured reporting to support operational governance and decision-making

• Ensure adherence to incident and problem management processes, identifying operational gaps and driving continuous improvement initiatives such as process optimization and automation

• Support SAP RISE Service Readiness activities, ensuring operational documentation, monitoring capabilities, support procedures, and ownership models are established before production deployment

• Collaborate with project teams, SAP partners, and operational stakeholders to transition services into steady-state operations in a structured and sustainable manner

• Support operational processes for dual SAP landscapes (ECC and SAP RISE), ensuring stability, coordination between teams, and controlled transition during transformation phases

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