Service Manager – SAP Finance Incident & Service Management

About the role

The Service Manager will lead the end‑to‑end incident and service management for SAP Finance modules, ensuring rapid resolution, continuous improvement and alignment with business needs. This role acts as the primary liaison between Group Finance, Digital Technology and SAP AMS vendors, driving reliability and performance of critical finance systems.

Key responsibilities

• Own all SAP Finance incidents (FI/CO, AP, AR, GL, Asset Accounting, Treasury) from logging to root‑cause analysis and permanent fix.
• Manage Major Incident Management (MIM) for finance‑critical outages, coordinating war rooms with vendors and internal teams.
• Monitor system health using AIOps tools (Dynatrace, Splunk, ServiceNow) and implement proactive alerting.
• Drive Problem Management, trend analysis and implementation of corrective actions to reduce incident volume.
• Publish weekly/monthly service performance dashboards and ensure ITIL‑aligned processes are followed.
• Lead Change Advisory Board (CAB) activities for finance‑impacting SAP changes.
• Maintain strong relationships with senior finance stakeholders and hold SAP AMS partners accountable to KPIs.
• Champion AI Ops transformation, introducing predictive incident management and AI‑assisted ticket triage.

Required profile

• Proven experience managing SAP Finance incidents and service delivery in a large, complex environment.
• Deep understanding of ITIL processes (Incident, Problem, Change, Release, Service Request).
• Demonstrated ability to work with senior finance leaders and external vendors.
• Experience driving AI Ops or AIOps initiatives within SAP landscapes.
• Strong analytical mindset with a focus on continuous improvement.

Required skills

• SAP FI/CO, AP, AR, GL, Asset Accounting, Treasury modules
• ServiceNow (ITSM)
• Dynatrace
• Splunk
• AIOps platforms
• AI Ops tools and SAP Business AI capabilities
• ITIL framework