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Senior Associate, SAP Service Mgt

Senior Associate, SAP Service Mgt

ConfidentialHyderabad / Secunderabad, Telangana
30+ days ago
Job description

Responsibilities

  • Define and Enforce Standards : Establish clear expectations for AMS Partner performance across incident, change, and problem management. Drive service resilience and reduce technical debt.
  • Runbook Implementation : Define, implement, and govern standardized Runbooks to productize services across Zoetis' value chain, ensuring scalability and operational reliability.
  • ITSM Optimization : Govern and enhance ITSM tools and processes in alignment with ITIL 4.0+ principles to support fast, reliable service restoration and operational stability.
  • AMS Governance and Consistency : Lead AMS operations standardization efforts, including backlog triaging, incident handling, and cross-functional alignment with AMS Partners.
  • Scrum Master for Release Management : Facilitate cross-team collaboration to drive high-quality, scheduled releases in adherence to Agile principles and business requirements.
  • High-Priority Incident Leadership : Act as the escalation point for major incidents, leading resolution through Red Team mobilization and cross-functional coordination.
  • Communication Oversight : Manage clear and timely communication of technical changes, outages, and status updates to all stakeholders, maintaining operational alignment.
  • Governance and Reporting : Establish robust governance frameworks and reporting systems to monitor KPIs, SLA compliance, and risk mitigation effectiveness.

Organizational Relationships

  • Collaborate with business stakeholders to ensure alignment of support and service activities with organizational needs.
  • Work with implementation and AMS partners on deployment and configuration of support solutions.
  • Coordinate with development and operations teams to execute technical delivery plans and resolve service issues.

    • Resources Managed

  • Financial Accountability : May be responsible for managing vendor contracts, AMS partner budgets, and operational costs as part of support governance.
  • Supervision : May oversee contingent resources, matrix team members, or direct reports involved in AMS delivery and governance.

    • Education and Experience

    Education :

  • Bachelor's degree or equivalent experience in Technical, IT Service Management, System Administration, Infrastructure, or Business-related fields.

    • Experience :

  • 5+ years of experience in ITSM / AMS governance roles, ideally in the Finance, Order to Cash, or Manufacturing domains.
  • In-depth knowledge of ITIL 4.0+ standards and their application in enterprise support environments.
  • Familiarity with SAP ecosystems preferred.
  • Proven experience with release and change management in Agile environments.
  • Background in continuous improvement and automation initiatives.
  • Experience in life sciences / pharma industry is preferred.

    • Technical Skills Requirements

  • Strong understanding of ITSM frameworks (e.g., ITIL 4.0).
  • Proven problem-solving and incident management experience in enterprise settings.
  • Proficient in service delivery across AMS processes (Design / Build / Run).
  • Familiarity with Agile methodologies, sprint planning, and scrum processes.
  • Ability to drive effective communication between technical and business teams.
  • Strong analytical, organizational, and interpersonal skills.
  • Self-motivated leader with a collaborative mindset and customer-first approach.

    • Physical Position Requirements

  • Regular working hours : 3 : 00 AM – 12 : 00 PM EST (ICC Second Shift) .
  • Additional EST overlap may be required during production go-lives or major incidents.
  • Occasional weekend availability depending on business needs or escalations.

    • Skills Required

    AMS processes, ITSM frameworks, SAP Service Mgt, SAP ecosystems

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    Senior Associate • Hyderabad / Secunderabad, Telangana