SAP Service Delivery Manager

ppAs a total solution provider of medical devices and pharmaceutical packaging, bNipro Europe Group Companies (NEGC) /b is continuously committed to improving patient outcomes and quality of life. We are part of a large global network headed by Nipro Corporation Japan, an industry-leading healthcare company with over 38,000 employees worldwide. Our European headquarters in Mechelen, Belgium covers a wide geographical reach (Europe, Africa, India, the Americas) and is home to Nipro Medical EMEA (NME), Nipro PharmaPackaging International (NPI), and the Institute for Medical Practice (iMEP) Belgium. /ppFor Nipro Europe Group Companies, we are looking for a bSAP Service Delivery Manager /b who is experienced, hands-on, and communicative to join us in ourb IT Digitalization team /b, based in our EMEA headquarters office in bMechelen /b, Belgium. /ph3About the role /h3pSAP Service Delivery Manager is member of the bSAP Center of Excellence team /b, providing SAP services to all SAP users within NEGC, Nipro Medical Europe and Nipro Pharmapackaging. /ppSAP Service Delivery Manager acts as a single point of contact for AMS(Business As Usual) topics and manages service levels towards the business team. They bensure the quality of SAP support /b and bprovide coordination /b between the internal team, external partners and end-users. /ppThe person in this position is executing bvendor management function for the SAP AMS supplier /b, facilitating service reviews, contracts, reducing vendor-related risks and providing communication between the vendor and Nipro management. SAP Service Delivery Manager is also responsible for bAMS budget and follow up, /b ensuring that the services are delivered within the approved budget. /ppSAP Service Delivery Manager is responsible for bdesign, implementation, documentation and improving of ITSM processes /b related to the SAP support. /ph3How you will contribute /h3pSAP Maintenance and Support (60%) /ppCoordinate SAP support processes and be the single point of contact for the business and IT teams, as well as for external partners. This for incident, change and problem management /ppProvide support and assistance to users, diagnose and resolve system issues in cooperation with the internal team and external SAP partners. /ppOptimize the system usage and help the business to use the application in a more efficient way. /ppTransfer to key users the necessary knowledge be able to use the application in a correct manner. /ppManage service levels towards the business. Ensure agreed SLA’s are met. /ppAlign SAP releases with project / support schedules. /ppEnsure smooth transfer of implemented solutions from project to support mode. /ppCoordinator of SAP major incident management process. /ppSupplier service management responsibilities. Contract negotiations, follow up on implementation of contractually agreed support processes. /ppOrganization and Processes (40%) /ppDesign, implement, document and improve ITSM setup related to SAP AMS processes. /ppPerform vendor management functions towards SAP AMS supplier, facilitating service reviews, contracts, reducing vendor-related risks and providing communication between the vendor and Nipro management. /ppManage and follow up on AMS budget. /ppAlign the IT services delivered for Nipro with SAP CoE standards processes. /ppManage internal knowledge base, ensuring proper documentation of the system changes according to the change management policy. /ppUnderstand business processes and requirements, enrich change requests quality up to a lev /ph3What you bring to Nipro /h3pA relevant experience in ITService Delivery Management is essential /ppAn experience with SAP is preferable with one or several modules /ppYou follow and understand main end-to-end flows in SAP (P2P, O2C, R2R). /ppYou demonstrate the knowledge and understanding of ITSM processes (Incident management, Request fulfilment, Access Management, etc.) /ppYou’re able to communicate and translate IT talks into business language. /ppYou’re able to solve problems and develop solution that reflect your knowledge and understanding of both SAP best practices and business flows. /ppVery good analytical skills /ppVery good reporting skills /ppBudget management experience is preferable /ppVery good level in English. Any other additional language is a plus /ph3Why you should apply /h3pBeing the single point of contact for our SAP service provider means that you are at the centre of the SAP Centre of Excellence, in daily contact with our SAP Analyst divided per modules /ppWork for a healthcare company where the end goal is to help people live longer and live better /ppOur HQ is very international and multicultural with 39 different nationalities. /ppHybrid work with a healthy split between home working and office working /ph3NIPRO delivers on its purpose to help all people Live Longer. Live Better. /h3pOur purpose is grounded in care, respect, and a deep commitment to the well-being of every life