Service Manager EU SAP Application (m/f/x)

Passion for Innovation. Compassion for Patients.

With over 120 years of experience and more than 17,000 employees in over 20 countries, Daiichi Sankyo is dedicated to discovering, developing, and delivering new standards of care that enrich the quality of life around the world.

In Europe, we focus on two areas: The goal of our Specialty Business is to protect people from cardiovascular disease, the leading cause of death in Europe, and help patients who suffer from it to enjoy every precious moment of life. In Oncology, we strive to become a global pharma innovator with competitive advantage, creating novel therapies for people with cancer.

Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries and Canada.

For our offices in Munich, we are seeking highly qualified candidates to fill the position of

Service Manager (m/f/x) EU SAP Applications

The position:

The Service Manager EU SAP Applications holds the end-to-end responsibility for the European SAP Application services in terms of ongoing operation, performance and coordination of optimization and enhancement initiatives for both GxP and non-GxP areas. The service manager closely cooperates with the Business Solution Architects and the IT Solution Architects, as well as with other IT or business functions involved in the process, in order to ensure optimum operations for all SAP application services in Europe. Additionally, you will be responsible to coordinate SAP project initiatives, guide stakeholders from inception to completion while ensuring compliance documentation is maintained.
 

Roles & responsibilities:

• Manage the end-to-end service delivery of European SAP applications (incl. but not limited to SAP ECC, SAP S/4HANA, C-FIN, MDG, EWM, ICSM, GRC, GTM) ensuring adherence to SLAs and KPIs

• Define and agree on SLAs (service level agreements), KPIs (key performance indicators) and OLAs (operational level agreements) in alignment with global/ regional IT Service Management and Business Relationship Manager (BRM)

• Report SLAs, KPIs and OLAs achievement and manage violations or major service issues at regional level

• Ensure proper incident, problem and change request assignment within the European SAP support team, by following the standardized global processes in Service Now. Assure monitoring of incident resolution times, timely actioning of all major services issues and active cross-team collaboration until incident resolution

• Creation of SAP applications training material and documentation (knowledge articles) for the SAP service management area, GxP and non-GxP relevant

• Review and assess new change requests for SAP ECC and SAP S/4HANA environments via Change Approval Board (CAB), support change implementation process at European level by taking over a coordinator/ project manager role 

• Coordinate and monitor all 2nd level regional support activities for SAP applications and support 2nd level transition to future external partner

• Monitor the performance, security and availability of the European SAP applications, develop and optimize SAP policies in line with global standards

• Actively support audit activities for all SAP applications, ensuring data samples are provided, audit queries are responded and any potential findings are addressed through proposed solutions in agreement with Ho Core Services

Professional experience & education: 

• Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred  

• 5-8 years’ experience in SAP service management or a similar role, preferably within a multinational environment with a strong customer and service-oriented focus

• Proven experience in managing internal and external suppliers

• In-depth knowledge of SAP applications, modules, and integration processes, with hands-on experience in SAP ECC, S/4HANA, and other relevant platforms

• Good knowledge of GxP and SOX requirements, as well as CSV principles

• Excellent communication, negotiation, and stakeholder management skills, with the ability to interact effectively at all levels of the organization

• Demonstrated experience in driving process improvements and delivering results in a fast-paced, dynamic environment

• Relevant certifications in ITL or equivalent experience in an ITIL environment 

• Strong communication, presentation and collaboration skills as well as the ability to manage conflicts

• Fluent written and spoken English skills; fluent German skills desired

Why work with us?

Working at Daiichi Sankyo is more than just a job – it is your chance to make a difference and change patients’ lives for the better. We can only achieve this ambitious goal together. That is why we foster a culture of mutual respect and continuous learning, with a strong commitment to inclusion and diversity. Here, you will have the opportunity to grow, think boldly, and contribute your ideas. If you have a proactive mindset and passion for addressing the needs of patients, we eagerly await your application.

For more information: www.daiichi-sankyo.eu