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:

• Manage overall solution 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 the annual maintenance plan to ensure IOC SAP Services remain compliant with SAP maintenance strategy without any additional costs.
• Develop and promote deep technical expertise, insights and thought leadership related to the SAP Services.
• Contribute to standard business processes development for the HANA S/4 transition in order to increase the value IOC obtains from SAP Services.
• 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.

• 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, impact assessments, design specifications, resource estimates and technical changes arising from projects involving SAP. Ensure that proposed solutions are aligned 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. Assess validate and challenge solutions and their associated costs, conduct proof of concepts for new solutions, as appropriate.
• Acts as escalation point for technical design issues relating to SAP Services

• Maintain subject matter expertise of the external market and emerging technology trends related to SAP.
• Build collaborative supplier relationships to encourage innovation and improvement from suppliers.
• Maintain awareness of external market developments & constantly seek best value from suppliers.
• Analyse supplier roadmaps and end of life cycles, assess impact and recommend actions.

• Managethird-party suppliers operation.
• Develop and maintain knowledge of suppliers e.g., contractual obligations, key contacts, services definition, invoicing.
• Contribute to contract negotiations and management.
• Review supplier performance.
• Establishes stakeholder relationships and ensures that the overall SAP service meets their needs.

• Responsible to deliver SAP Services including software changes and service infrastructure upgrade or evolution following the IOC Change Management process.
• Deliver required changes to meet project deadlines.
• Work collaboratively with service integration, service operations and service management teams to support end to end service operations across the organization.
• Contribute to the management and coordination of SAP Services incident resolution. Provide 2nd level service support (e.g. incident & problem resolution) on an exception basis.
• Ensure knowledge shared is captured and stored within the knowledge database to reduce reliance on third-party suppliers.
• 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.
• Act as contributor of Service Catalog Management process. Input into service design, service catalogue, process design and ServiceNow tool configuration.

• Offers exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally.
• Provide access to functional knowledge and technical support to ensure that incidents, requests, and changes are correctly fulfilled.
• 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.
• Deep technical expertise of SAP ECC 6 on HANA
• Experience in managing SAP cloud solutions Ariba contracts, SuccessFactors performance and recruiting, Concur travel & expenses.
• 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. Experience of implementing and managing ITIL best practice processes and their application to achieve effective service delivery.
• Proven experience in IT service management in a multi-vendor and outsourced environment.
• Experience of using ITSM tool (ideally ServiceNow) to drive service management best practise.
• Understanding of current IT technologies and trends particularly in the space of SAP strategic direction
• English or French fluency, with excellent writing and speaking of the other language.
• Strong analytical skills.
• Strong problem solving ability
• Excellent working relationships with senior managers and senior management in supplier organisations, with a proven track record of promoting successful partnership relationships.

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.