Service Manager – SAP Finance Incident & Service Management

About the role

We are looking for a Service Manager to lead SAP Finance Incident and Service Management. The role will own end‑to‑end incident handling, problem resolution and service delivery for core finance modules, ensuring compliance with SLAs and continuous improvement.

Key responsibilities

• Act as primary owner of all SAP Finance incidents across FI/CO, AP, AR, GL, Asset Accounting and Treasury, driving swift triage, prioritisation and resolution.
• Manage the full Incident Management lifecycle, including root‑cause analysis, post‑incident review and permanent fixes.
• Lead Major Incident Management for finance‑critical SAP outages, coordinating war rooms with vendors, digital infrastructure teams and finance stakeholders.
• Monitor SAP Finance system health using AIOps tools (Dynatrace, Splunk, ServiceNow) and set automated alerts to prevent service disruption.
• Drive Problem Management by analysing incident trends and implementing corrective actions to reduce volume quarter‑on‑quarter.
• Publish weekly/monthly service performance dashboards, ensure ITIL‑aligned processes and lead Change Advisory Board activities for finance‑impacting changes.
• Serve as liaison between Group Finance, Digital Technology and SAP AMS vendors, managing vendor performance and escalation.
• Lead AI‑Ops transformation, introducing predictive incident management and AI‑assisted ticket triage.

Required profile

• Proven experience in SAP Finance support and incident/problem management.
• Strong knowledge of ITIL service management processes.
• Demonstrated ability to work with senior finance stakeholders and external vendors.
• Experience driving AI‑Ops or automation initiatives in an enterprise environment.

Required skills

• SAP FI/CO
• SAP Accounts Payable (AP)
• SAP Accounts Receivable (AR)
• SAP General Ledger (GL)
• SAP Asset Accounting
• SAP Treasury
• ITIL
• Dynatrace
• Splunk
• ServiceNow
• AI Ops
• SAP Business AI