SAP ERP Service Management & Stabilization Consultant (m/w/d)

Responsibilities

Service Management & Service Performance

Incident & Problem Management

Governance & Change Coordination

Expected Deliverables

RequirementsProfessional Experience

Personal Competencies

Work load 4-5 days/week Remote possibilities 100% Travel activities no Duration 6 Months

• Coordinate defined activities related to global ERP services and service delivery within the scope of the service stabilization project
• Analyze service performance KPIs and provide project-specific performance reports
• Assess SLA compliance and identify improvement opportunities
• Prepare and facilitate service review meetings with internal stakeholders and AMS partners as part of the service stabilization activities
• Create management reporting, dashboards, and decision-support materials
• Increase transparency regarding service quality, issue trends, and operational risks
• Coordinate on major incidents, critical escalations, and the tracking of identified stabilization measures
• Conduct incident review activities and document resulting actions
• Conduct root cause analyses and contribute to defined problem management initiatives
• Identify and recommend measures to improve service stability and reduce recurring incidents
• Coordinate defined global ERP-related changes within the scope of the service stabilization project
• Assess adherence to established governance, approval, and compliance processes
• Facilitate project-related communication between business stakeholders, process owners, AMS suppliers, and IT teams
• Assess operational governance and service management procedures and develop improvement recommendations
• During the assignment, the contractor is expected to deliver:
• Structured KPI and SLA reporting framework
• Regular service review packages and management reports
• Improved transparency of service performance and operational risks
• Documented action tracking for incidents, problems, and service improvements
• Recommendations and implementation guidance for service stabilization measures
• Optimized governance and stakeholder communication processes
• Knowledge transfer and handover documentation at project completion
• Several years of experience in IT Service Management, preferably within SAP or ERP environments
• Strong understanding of ITIL processes
• Hands-on experience working with ServiceNow
• Experience managing external service providers and AMS organizations
• Fluent English communication skills (written and spoken)
• Strong stakeholder management and communication skills
• Ability to work independently with minimal supervision
• Analytical and structured approach to problem solving
• Experience operating in global and multicultural environments
• Ability to drive topics to closure and manage multiple priorities simultaneously

Project details

• Start: ab sofort
• Duration: 6 Monate
• Remote: remote
• Location: München, Deutschland, DE
• Languages: English