Key challenge for this role is striving for SAP operational and service delivery excellence with a strong focus on SAP technical availability and performance.
Accountable to meet committed business SLA agreements for global SAP technical services, in close cooperation with supporting platforms, partners and suppliers.
Accountable for follow up on internal- and external- audits and controls in the SAP service domain.
Close involvement in the End-2-End incident management and problem management process to ensure timely RCA and problem ticket delivery.
Managing different levels of stakeholders autonomously across the IT organization.
Informing IT leadership and the business and driving user & customer satisfaction.
Continuously improving the quality of SAP IT services according to ITIL standards.
Flexible and adjusting to customer demands and needs.
What we ask
The Service Delivery Analyst is:
Experienced in SAP technical capabilities and starting in SAP Service Delivery Management.
Managing End-2-End delivery of all agreed IT services within Global FrieslandCampina IT Operations/SAP Center of Excellence cluster, conform to SLAs and the continuous service improvement.
Driving SAP process automation, innovation and continuous service improvement.
Managing defining SLAs with service owners based on agreed IT SLAs and providing regular updates on performance and status of continuous service improvement activities.
Participating during incident escalation management for Priority 1 and 2 incidents.
An active communicator via our internal platform Viva Engage
To achieve this, the Service Delivery Analyst has the following capabilities:
Good communication skills.
Understanding of Customer and internal IT delivery management.
Good understanding of business needs & operational requirements within a SAP operations and technical delivery domain.
Knowledge about ITIL processes.
Understanding of IT services & SLA.
What we offer
FrieslandCampina offers you a place to be yourself. In an innovative work environment with facilities and support that are second to none, we welcome your skills, ideas, and passion. Most of all we welcome you as the person you are and the person you want to be. Our mission is to liberate people to work smarter.
Our reward policies support Friesland Campinas values and business strategy by helping to attract, engage and retain the best possible talent at every level. We offer remuneration packages that recognize and reward individual performance, experience, and potential, while reflecting competitive practices in all the countries in which we operate. A transparent, consistent, and fair approach to reward is critical to our success and growth.
Vacancy description
Service delivery management with a strong SAP technical background.
Experienced in SAP basis, technical capabilities.
Take responsibility & ownership for SLA services and related projects.
Take ownership on audit and internal control requirements
Drive automation and innovations in SAP Service-management.
Work with partners and stakeholders in Business and IT on service management.
Supports defining service agreement for contracts with 3rd parties.
Ensure ownership of applications is documented in the service catalogue and CMDB.
Manage escalations and complaints regarding SAP services, incidents and changes.
Drive problem management process for recurrent- and priority- incidents.
Optimize service delivery utilizing support tooling; ServiceNow and SAP Solution Manager
Drive integrated ECO Service management and Reporting.
Manage Service Level Reporting with in and external IT delivery teams.
Manage the SAP IT Service Portfolio and Service Catalogue.
Assist SAP Functional teams to continuously improve services.
Work with all required parties to improve the E2E process of incident and problem management.
Drive Demand to Delivery requirements of new, changed and retired services.
Drive Service management for strategic IT Operations initiatives.
SAP Service management point of contact for service related questions.
Manage relationship with all stakeholders in SAP Service Management domain.
Advise on IT solutions / support / service models.
Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best.
