IT Services Manager (SAP S4 Hana)

Job Purpose

IT Service Manager – Automotive, manages the SAP landscape from a functional and support perspective and acts as key point of escalation for major issues and requests, while contributing to various Projects' Implementation. Additionally, he/she engages actively in supporting the Technology and Digital roadmaps and how IT can be leveraged to increase business performance.

Key Accountabilities

• Acts as an Application administrator for the core SAP applications of the entity
• Performs Root Cause Analysis on repeated support tickets and recommend resolutions and maintain a knowledge base
• Lead the documentation and delivery of change requests on the core SAP modules in consultation with the SAP consultants and developers
• Support small changes, such as field additions, validations, or workflow tweaks
• Provide functional SAP support to the users and develop and update user manuals and reference guides for the users
• Participate in SAP upgrades, testing and Go-Live support; additionally support QA and testing efforts prior to rollout
• Oversees the operations and health of the daily batch jobs as needed and other IT services for the assigned entity.
• Process user access requests and ensure that roles and privileges are inline with the policies of the organisation and aligned with the Segregation of Duties (SOD) principles
• Support, oversee and channelise the IT requirements at entity to the various IT internal departments
• Participates in forming the strategic vision of IT services & related budgets for the entity.
• Monitors the compliance with service level agreements (SLAs) with Group's IT and external vendors.
• Ensures customers' priorities for new or changed products and services, in alignment with desired business outcomes, are effectively established and articulated.
• Handles stakeholders' complaints and escalations well through a sympathetic (yet formal) process.
• Identifies, manages, assesses, responds and controls risks and Issues.
• Enforces Group IT policies, processes and standards within the entity.
• Contributes to and reviews the architecture documents for all IT services and applications' landscape within the entity.
• Acts as a product manager for the main core solution and ensures its adoption, operation, documentation, roadmap, and security to be of the highest standards.
• Captures the lessons learned and develop continual improvement plans.
• Handles matrix reporting to the entity's GM and to Group IT department.
• Acts as a liaison between the IT team, end-users, and management to facilitate a seamless adoption of existing tech systems and the transition to new technologies.
• Introduce best practices and be an ambassador for technology within the entity
• Participates in the decision-making process related to IT initiatives with other line managers at entity and develops the roadmap of digital transformation and continuous IT improvements at entity.

Skills & Experience

• Good Knowledge of Automotive SAP Systems
• Excellent business acumen in Automotive Industry
• Excellent business Process knowledge of Automotive business including Vehicle Sales, Spare Parts, Services, CRM & Finance
• Good Technical Knowledge of SAP Automotive Products
• Good Knowledge of Database Management and report building using SQL Report Builder
• Good understanding of the UAE regulation for Automotive business
• Excellent documentation skills of the AS-IS vs. To-Be scenarios and related ROI
• Good knowledge and expertise in architecture
• Good Analytical Skills
• 8-12 years of IT and business/industry work experience and 4-6 years in similar role in UAE
• Develop and deliver presentations, training sessions and demonstrations.
• Experience in Migration projects from Autoline to SAP is necessary.
• Knowledge in SAP (SAP SD/MM/FICO or SAP EVM or SAP Project Management) will be an added advantage.

Competencies

• Interpersonal and People skills
• Communication skills
• Team working skills.
• Management and leadership skills