SAP Service Delivery Manager

At Electrolux we have a greater purpose than launching the latest product or technology. We want to improve the everyday lives of millions in a sustainable way. But to keep doing so, we need more people who want to innovate and re-imagine what life at home can be.
As a SAP Service Delivery Manager for Business Area Europe you are responsible for the overall delivery of SAP application support and maintenance services provided to process owners and clusters within BA Europe. You act as the primary operational contact point for SAP Key User Group Leads, Business Process Owners, IT Solutions teams and Cluster IT Business Partners for matters related to SAP support and that required forums are established as required with key stakeholder groups. The SAP Service Delivery Manager is also responsible for driving coordination internally within the IT organization with the objective to optimize quality of service to the SAP user community.


What you will do:
Success in the position requires you to have high service focus and a strong customer experience mindset. You are acting with high sense of urgency, prioritize according to business impact and take the level of ownership required. You are also driving continuous improvement in support operations joint service delivery partners and internal IT teams.
• Monitor and ensure the successful delivery of services in accordance with the terms of the Application Management services by the defined third party and that it meets the business requirements
• Key point of contact for the assigned Business Area for SAP Application Support
• Manage escalations from key business and IT stakeholders and make sure such are prioritized and addressed appropriately. When required take ownership driving progress for complex problems in highly urgent situations and serve as cross team integrator.
• Manage operational support forums with BA Europe Key User groups and Application teams including any required communications versus Business and IT stakeholders.
• Formalize functional business requirements into service requirements and align across the enterprise.
• Manage the inclusion of new or enhanced application scope to the existing application support portfolio making sure transitioned solutions are stable and delivery.
• Represent the SAP support for assigned Business areas in the larger SAP framework
• Participate in the innovation agenda to establish improved ways of working with the objective to achieve improved end user experience
Drive process improvement/adherence and set up of relevant KPIs for SAP application support and maintenance


Who you are:
• Minimum of 4 to 6 years’ experience in a service delivery role.
• Proven experience of service delivery responsibility within an SAP Environment
• Preferably with solid experience of 3rd party IT Support Services
• Strong understanding of business processes and ability to maintain business relationships
• Ability to work in a matrix environment with various stakeholders at different levels across the organization
• Strong interpersonal skills with a collaboration mindset both within and outside the immediate team
• Ability to manage change within a global organization
• Ability to coordinate global changes and initiatives
• Preferably educated to degree standard
From you as a person we expect:
• Growth mindset and curious
• Strong understanding of converting Business requirements into Technical.
• Open minded and service oriented.
• Outstanding communication skills to communicate on various level of organization.
• Self-motivated and results focused
• Team player, good cultural awareness
• Good interpersonal skills - builds relationships with internal stakeholders and third parties
• Enjoys challenge, change and fast paced environments; adjusts quickly


What we offer:
Electrolux offers an exciting and challenging job opportunity in an international environment, with a high degree of independence and entrepreneurship.
The Electrolux Group provides career opportunities within a global, fast moving, growing yet lean organization. This role will have several touch points globally within the company.


Who we are:
Electrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. As a leading global appliance company, we place the consumer at the heart of everything we do. Through our brands, including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year. In 2018, Electrolux had sales of SEK 124 billion and employed 55,000 people around the world. For more information, go to www.electroluxgroup.com.


At Electrolux, we have a top management team who are passionate about gender diversity and diversity in general. It’s integral to our Talent process, in how we grow talent. It’s embedded in our initiatives and we have strong metrics to track this. But it’s not just from the top. There is a network called Women at Electrolux operating in six major geographies that generates belief from the grassroots and keeps the topic top of mind. That combination is for us very powerful.
In terms of metrics, we have very clear targets. To get to the right rotation, the right successions, we have to take tangible steps. We push ourselves to find great talents male and female