Service Management Specialist - SAP TM

Team/Opportunity:

Maersk is seeking two experienced and proactive Senior Service Management Analysts to join our global team supporting SAP TM (Transportation Management). The Senior Analyst will play a pivotal role in ensuring service excellence, driving process improvements, and collaborating across teams to deliver exceptional outcomes. A SAP background is mandatory, and SAP TM experience is highly preferable.

Key Responsibilities:

• Service Management: Lead service management initiatives, implementing best-in-class processes and ensuring exceptional service quality.

• Reporting: Develop and present detailed service management reports for stakeholders, including system performance metrics, user adoption trends, improvement initiatives, and product roadmaps.

• Process Improvement: Identify and implement innovative best practices to enhance service delivery, ensuring compliance with structured processes.

• Leadership and Collaboration: Partner with Service Managers and cross-functional teams to drive strategic improvements and ensure customer satisfaction.

• Incident Management:

  • Lead incident resolution activities, analyze trends and root causes, and escalate critical issues.

  • Oversee the creation and distribution of operational incident reports, particularly for high-priority incidents.

  • Enforce adherence to Incident Management processes and SLA timelines.

  • Communicate timely updates to stakeholders throughout the incident lifecycle.

• Problem Management: Maintain comprehensive Root Cause Analysis (RCA) records and drive initiatives to mitigate recurring issues.

• Disaster Recovery and Escalation: Oversee communication and escalation processes during Disaster Recovery, Business Continuity, and high-priority incident scenarios.

• Service Improvement: Proactively identify service enhancement opportunities and training needs to elevate the overall user experience.

What we are looking for:

• Education: Bachelor s degree in Information Technology, Business Administration, or a related field.

• Experience:

  • A minimum of 3 years in service management, incident and problem management, or a related role in a global organization.

  • SAP background is mandatory, with SAP TM experience highly preferable.

• Skills and Competencies:

  • In-depth knowledge of ITIL processes and frameworks.

  • Advanced analytical and problem-solving skills.

  • Proven expertise with service management tools and platforms.

  • Strong leadership and interpersonal skills, with the ability to influence and collaborate across teams and hierarchies.

  • Exceptional organizational skills and attention to detail.

  • Nice to Have: Proficiency in Power BI

• Language: Proficiency in English is required; additional language skills (e. g. , Spanish for the Mexico position) are a plus.

• Certifications: ITIL certification is highly desirable.

What We Offer:

• A challenging and rewarding role in a dynamic, inclusive, and global environment.

• Opportunities for advanced professional growth and leadership development.

• A chance to contribute to innovative projects and shape the future of service management.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. .

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