Service Introduction Senior Lead

Job Description:

This new role will support the Digital Core Program SAP S/4 HANA during the BUILD and Deployment PHASES leading and coordinating all support service introduction activities collaborating with the different segment program teams and existing Business as usual teams

This position requires a strong balance of SAP support services process understanding, ITIL processes and ongoing service introduction leadership with multiple stakeholders management

The role combines hands-on service introduction design artifacts and documentation, governance, service performance reporting, and risk management.

Key Responsibilities:

• Coordinate all Service Support activities across the global S/4Hana Landscapes and collaborate/work with existing Worldwide BAU Team.
• Establish and coordinate Service management plans, meetings cadence, action and risk logs
• Drive operation excellence with effective and strong governance with the Europe and Americas deployment teams
• Ensure smooth handover to BAU with a focus on readiness, documentation, RACI and training
• Establish Governance, Dashboard Reporting and KPI, continuous improvement on system health, change volumes, incident trends, and release performance.
• Provide leadership on ITIL process and risk management by identifying and mitigating risks
• Stakeholder engagement and management, collaborating with BAU Teams, System Integrators partners and Mars Segments Teams, creating Stakeholder maps, communication plans, integrated plans
• Manage cross-teams and stakeholders located in Europe and Americas to drive collaboration and meet shared goals

• Strong ownership and accountability for end-to-end support Activities
• Proactive and forward-thinking approach to risk and process optimization
• High level of resilience and adaptability in dynamic environments
• Continuous learning mindset with focus on innovation and improvement
• Agile behaviours and approaches mindset

• Bachelor's degree in Information Technology, Computer Science, Engineering, or related field
• Relevant certifications (SAP, ITIL) is a plus

• 5+ years of SAP experience, with strong exposure to S/4HANA environments
• Strong knowledge of ServiceNow
• Ability to collaborate efficiently with both technical and non-technical teams
• Digital Transformation S/4 Deployment experience
• Solid background in both project delivery (build) and production support
• Experience working in complex, multi-system integration landscapes

• Familiarity with ITSM tools (e.g., ServiceNow) and DevOps practices
• Strong troubleshooting and debugging capabilities in complex matrix organization

• Strong communication skills with ability to translate release defects into business impact
• Structured problem-solving and decision-making mindset
• Strong collaboration skills in global, cross teams from different countries and cultures
• Ability to operate under pressure and manage critical situations effectively