Service Level Manager (SAP-ERP or Connected Industry I4.0 Services)

Service Level Manager (SAP-ERP or Connected Industry I4. 0 Services)

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Job Description

Your contribution to something big:

The Service Level Manager (Operations Lead) acts as contact to the customer for all IT-Operational issues. As part of a Solution team, oversees the operations of an IT-Solution with an efficient e2e approach and ensures a business adequate level of support/operation with the respective support/operation units. Is responsible for the integration of support and design & build activities in projects, to assure a lean operation. Decides on the appropriate operation integration scenario and adjusts the scenario if required.

Participates in IT solution release planning.
Oversees impact of product or service changes and derive respective measures. This includes release planning, versioning, patches, changes of solution, platforms, products, and services.
Manages escalations as problem owner for all operational aspects in the lifecycle of the IT-Solutions. Acts as the caretaker for all e2e operation issues arising in the respective Bosch Business Organization.
Takes responsibility for maintaining required operational documentation (ITOM, SLA, CMDB, etc. )
Suggests and promotes service and quality improvements on an ongoing basis to continually improve quality and customer satisfaction for the IT-Solutions. Communicate proactively with unit counterparts (GE and P/S -Owner) to provide information on downtimes, maintenance windows, service improvement plans etc.
Secures transition, integration, and deployment of new or changed IT-Solution into existing GE-Landscape. Close Integration of Support and Design & Build activities: Decides in project on the appropriate integration scenario and adjusts the scenario if required, considering requirements from SRE.
Provides regular reports on IT-Solution performance and availability.
SLM: Configures, monitors, operates, maintains, and continuously improve the IT-Solution according to the agreed service and operational targets. (Without definition and negotiation).

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