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54 Maersk Jobs in Pune

Service Management Specialist - SAP TM

3-7 years

Pune

1 vacancy

Service Management Specialist - SAP TM

Maersk

posted 18hr ago

Job Description

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.

Maersk is going through times of unprecedented change. As we aspire to secure sustainable growth of our businesses, we need to re-think the way we engage with our customers and partners.

If you are passionate about working in an entrepreneurial and ever-changing environment, developing new products that engage and provide an enhanced customer experience - you are what we are looking for!

You ll play a vital part in our success and in this role you will be a key driver in building our digital core SAP Transportation Management for our Inland Platform. Maersk is on multi-year program to revamp its technology and digital solutions footprint and as part of new strategy, SAP will act as the digital core for company s Transportation Management processes. While we are relying on varies Delivery partners in our transformation, we are investing into building our internal SAP TM capabilities.

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. .

We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing .


Employment Type: Full Time, Permanent

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Maersk Navi Mumbai Office Location

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Navi Mumbai, Maharashtra Office
Maersk Global Service Centers (India) Pvt, Ltd. Empire Tower, 12th Floor, Thane Belapur Road, Airoli Navi Mumbai, Maharashtra
400708

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