- JOB SCOPE:
Service Manager has to oversee the Application Management Services (AMS) for SAP SuccessFactors, ensuring the smooth operation, continuous improvement, and strategic alignment of the HR IT landscape.
The role covers the following modules:
- Salary
- MBO
- Performance
- Recruiting
- Succession Planning
- Onboarding
- Interfaces with SAP HCM on premise and other HCM tools
The ideal candidate will act as the primary interface between business stakeholders and the AMS provider, ensuring high-quality service delivery and compliance with SLAs.
- MAIN RESPONSIBILITIES:
- Oversee the end-to-end AMS service delivery for the assigned SAP SuccessFactors modules, ensuring system stability, performance, and compliance with business requirements.
- Act as the primary point of contact between internal HRIS/ITHR stakeholders and the AMS provider, facilitating issue resolution and service enhancements.
- Monitor and enforce Service Level Agreements (SLAs), ensuring timely incident resolution, change request management, and proactive system improvements.
- Collaborate with HRIS and ITHR teams to gather business requirements and drive continuous system enhancements in alignment with corporate objectives.
- Ensure adherence to governance frameworks, security policies, and compliance standards for HR technology solutions.
- Coordinate and oversee system upgrades, releases, and testing activities to minimize business disruption.
- Manage change requests and enhancements, ensuring proper prioritization and impact assessment in collaboration with stakeholders.
- Provide regular service performance reporting, identifying trends, risks, and opportunities for service optimization.
- Work closely with vendors and third-party providers to optimize costs and service quality.
- Support stakeholder communication and training to maximize adoption and efficiency of SAP SuccessFactors solutions.
- AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:
- Excellent knowledge of SF processes, process-analysis methods and how IT solutions can support & improve HR operations
- Project management: proven track record as project or service manager experienced in driving global projects, PMI/PMP or equivalent certification is a plus
- SAP HCM background: good experience on SAP HCM on prem functional areas and integration with cloud systems. SAP PA and OM knowledge is a plus.
- NETWORK OF INTERACTION:
- INTERNAL: HR functions central and local, IT HR and HR IS corporate team, other IT teams central and local
- EXTERNAL: Third parties system integrators
- CANDIDATE PROFILE:
- At least 8/10 years of experience in SAP SuccessFactors AMS service management or a similar HRIS/IT service role.
- Strong knowledge of Salary, MBO, Performance, Recruiting, Succession Planning, and Onboarding modules.
- Experience in managing AMS providers and ensuring high-quality service delivery.
- SAP SuccessFactors certifications in relevant modules.
- Solid understanding of ITIL principles and incident/change management processes.
- Ability to engage with HRIS, ITHR, and external vendors, translating business needs into technical solutions.
- Strong problem-solving and analytical skills, with a proactive approach to service improvements.
- Excellent communication and stakeholder management skills.
- Experience in cloud-based HR solutions and integrations with other enterprise systems is a plus
- Team leadership, ability to work in a complex and dynamic multi-cultural environment and under pressure
- Strong credibility and good leadership
- Good oral and written communication and good listening skills
- Ability to work under pressure, as and when required
- LANGUAGES:
- English
- Other Languages is a plus (Italian/French)
