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SAP Service Manager
Lisbon
Traton - SAP – SAP Cloud Basis /
Full-time /
Hybrid
You'll be focused in
• Ensuring a stable, high-quality 24x7 Service Operation and Service Delivery for the SAP landscape, including SAP ECC / S/4HANA and related integration platforms (e.g., SAP PI / Integration Suite, SAP BTP, SAP RISE @ AWS)
• Managing and continuously improving ITILv4-based service management processes (Incident, Problem, Change, Service Request) in collaboration with IT service partners and SAP Basis teams
• Monitoring service performance and ensuring SLA compliance, proactively identifying risks, dependencies, and improvement opportunities
• Acting as a key point of contact for stakeholders, ensuring clear communication and alignment across a multicultural and distributed environmentDriving data-based decision-making, including reporting, KPI tracking, forecasting, and defining actionable improvement plans
• Enhancing service quality and stakeholder satisfaction by reducing incidents, eliminating recurring issues, and improving operational efficiencyEnsuring compliance with security standards, internal policies, and regulatory requirements
• Maintaining accurate and up-to-date service documentation (runbooks, procedures, service catalogues)
• Promoting Continual Service Improvement (CSI) through structured analysis of operational data
• Fostering collaboration and alignment across distributed teams (Portugal, Germany, India)
In order to succeed, you'll need
• Solid experience in IT service operations / support engineering
• Strong understanding of ITSM / ITILv4 practices
• Experience working with or exposure to SAP environments (e.g., ECC, S/4HANA, SAP Basis, or application support)
• Ability to manage service performance, SLAs, and KPIs, and drive continuous improvement
• Strong communication and stakeholder management skills in international environments
• High level of ownership, accountability, and proactivity
• Structured and analytical mindset with strong problem-solving skills
• Ability to prioritize and make decisions in dynamic, high-pressure environmentsExperience working with cross-functional and distributed teams
• Fluent in English (written and spoken)
Nice to Have
• Familiarity with SAP operations and monitoring tools (e.g., SAP Solution Manager, Cloud ALM)
• General understanding of cloud environments (e.g., AWS, SAP BTP) in the context of enterprise applications
• Experience with monitoring, reporting, or observability concepts in IT operations
• Ability to translate operational metrics into business-relevant insightsInterest in automation, optimization, and emerging technologies (e.g., AI-driven operations)
• Experience supporting continuous improvement initiatives in service environments
• Exposure to ITSM tools such as ServiceNow
• Interest in improving efficiency, reducing incidents, and enhancing service reliability and user experience
Company benefits
• 1200€ to equip your home office
• Flex allowance: 720€/year (60€ per month x12)
• Performance bonus
• Health insurance extendable to your household
• Wellbeing program extendable to your household
• Life insurance
• Pension fund
• Smartphone & phone data plan
• Discounts on VW Group cars and special financing conditions
Cool things you’ll experience in our work environment
• Tailored remote-friendly setup for every team's vibe!
• Flexible working hours
• Multicultural reality with + 30 different nationalities
• Pet friendly environment
• Boost your career with our internal mobility program, focused on your personal & professional growth
• Mix and mingle across teams for idea-sharing and bonding
About VW Group Digital Solutions [Portugal]
Technology-driven trends such as diverse mobility, electrification and connectivity will revolutionize the mobility industry in the next decade. Volkswagen Group, as world leader in the automotive industry, is setting the pace for this revolution.
At Volkswagen Group Digital Solutions [Portugal] we are the go-to team to tackle complex systems and programming challenges. We make sure that our products flow smoothly in all stages of the digital value chain.
Our main areas of focus: vehicle software & operations, mobile online services, IT security, fleet management, sales & after sales, purchasing & logistics and product portfolio management.
Ready to #ExploreNewRoads? Join us! 🚗
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
