Head of ERP Service Management- London

This role sits at the core of the ERP organization- across both the Legacy SAP Applications (SAP ECC, SAP APO, SAP BW etc) as well as the modern and digital ERP suite of applications post implementation (S/4 HANA, SAP IBP, SAP BDC etc). The Head of ERP Service Management acts as Owner of all ERP Services and is accountable for the delivery of consistent ITIL based ERP support services to Global ERP users.

The Head of ERP Service Management will work with the client's external Partners as well as internal stakeholders to successfully manage the delivery of Critical ERP Support SLAs and KPI to ensure ERP service levels remain fit for purpose.

Responsibilities:

For the Legacy SAP ERP and Digital SAP S/4 HANA based Applications :

• Define, Own and Operate ITIL Service Management Processes: Incident, Problem, Transition, Major Incident, Service Requests Management Processes, Change and Release Management.
• Deploy and ensure successful operations of consistent ITIL Service Management processes across all in scope ERP applications.
• Manage Service Escalations raised by colleagues and stakeholders.
• Ensure all in scope applications and change remain compliant to GxP, CAF and SoX needs for in scope activities (Change/ Release, Demand Delivery , Test Mgmt etc)
• Drive IT Service Partners to deliver support service within agreed SLAs.
• Drive Accountability via effective Service Reporting and Governance processes.
• Creation of clear Service Improvement Plans to address issues and remain within budgets
• Drive Adoption and adherence of IT Service Management process in a transparent and measurable manner.

Governance & Decision-Making 

• Resolve ERP service issues, conflicts, and dependencies.
• Minimise deviations to global standards and ensure adherence to governance frameworks.
• Define process KPIs, controls, and continuous improvement mechanisms. 

Cross-team Collaboration 

• Partner with Business Process Owners, Solution Leads, Architects, IT Business Partners, Process Experts, and Business Users to ensure seamless ERP service operations
• Collaborate closely with Data, Compliance Cyber Security, Architecture, Testing, and Change teams. 

Operations, Continuous Improvement & Innovation 

• Ensure business process availability to the business via closely working with Outsourced Partners and ERP Solution Experts
• Monitor process and service performance and identify opportunities for improvement, simplification, automation, and digitisation.
• Ensure the ERP applications continues to evolve to support the client's long-term strategy.