Service Manager
Malaysia, Malaysia
Cross Functional: Project Management – Asia /
Experienced Professional /
Hybrid
Are you ready to lead business transformation through SAP?
Westernacher Consulting is expanding in Malaysia! With 55 years of excellence, 30 years as an SAP Gold Partner, and a global footprint in 26+ countries, we are bringing our world-class SAP expertise to the region.
At Westernacher Consulting, we drive business transformation through innovation, collaboration, and deep SAP expertise. We are looking for an experienced Service Manager to lead end-to-end project delivery, working closely with cross-functional teams and global stakeholders to ensure successful outcomes.
What You’ll Do:
Service Management
- Ensure that the AMS adheres to agreed SLA and KPI targets. Perform service level reporting and manage service escalations.
- Lead major incident management activities and ensure timely resolution of critical business-impacting issues.
- Prepare and conduct regular service review meetings, governance forums, and customer jour fixes.
- Analyse AMS statistics and service performance trends to identify improvement opportunities and inputs for Problem and Change Management.
- Build trust-based relationships with customer IT leadership and key business stakeholders.
- Manage the AMS contract, including quarterly and annual service reviews, scope adjustments, renewals, and claim management
- Perform regular customer satisfaction reviews and proactively address improvement areas.
- Drive Continuous Service Improvement initiatives, including process optimization, automation opportunities, and reduction of recurring incidents.
- Ensure adherence to Incident, Problem, Change, Release, and Service Request Management processes in accordance with ITIL best practices.
- Prepare and present service dashboards, KPI reports, risk assessments, and improvement plan to customer and internal leadership.
- Govern service transition activities from projects to AMS support, ensuring operational readiness and successful knowledge transfer.
- Manage resource capacity, skills development, and succession planning to ensure sustainable service delivery.
- Oversee SAP application support services to ensure system stability, business continuity, and achievement of contractual commitments.
Service Delivery
- Ensure availability and effective capacity planning of a qualified AMS team capable of delivering the agreed service scope and meeting SLA and KPI targets.
- Own and govern AMS processes including Incident, Service Request, Problem, Change, Release, and Knowledge Management in accordance with agreed procedures and ITIL best practices.
- Act as the primary point of contact for Change Management at the customer and oversee the evaluation, planning, approval, communication, and implementation of changes.
- Manage the scope, delivery, financials, and commercial aspects of change requests, ensuring alignment with contractual agreements and customer expectations.
- Lead the coordination of major incidents and ensure timely resolution of business-critical issues while providing regular stakeholder communication and escalation management.
- Monitor service performance, identify trends and risks, and implement corrective actions to ensure service quality and operational stability.
- Drive Continuous Service Improvement initiatives, including process optimization, automation opportunities, reduction of recurring incidents, and increased service efficiency.
- Ensure effective knowledge management practices, including maintenance of documentation, standard operating procedures, and the customer knowledge base.
- Support service transition activities from projects to AMS support, ensuring successful knowledge transfer, operational readiness, and support model adoption.
- Manage demand forecasting, resource allocation, onboarding, and skills development to ensure sustainable service delivery.
- Train and develop customer support teams while promoting self-service capabilities and continuous knowledge sharing.
- Manage third-party vendors and subcontractors involved in service delivery and ensure alignment with agreed performance targets.
Time sheets and invoicing
- Ensure timely review and approval of weekly timesheets and validate effort reporting against agreed work assignments and contractual commitments.
- Prepare and validate monthly billing data to support accurate and timely customer invoicing.
- Review monthly invoices and timesheets with the customer, ensuring transparency regarding billable and non-billable activities, travel expenses, and other reimbursable costs.
- Monitor revenue realization, team utilization, project profitability, and financial performance against budget and forecast targets.
- Identify and resolve billing discrepancies and ensure compliance with contractual terms, Statements of Work (SOWs), and agreed commercial agreements.
- Support periodic forecasting, budgeting, revenue planning, and financial reporting activities.
- Conduct project, enhancement, and change request closure activities, including customer sign-off, lessons learned, knowledge transfer, documentation updates, and operational handover where applicable.
- Maintain and update consultant profiles, skills inventories, and knowledge management repositories.
- Provide regular feedback on team and individual performance, support career development discussions, and contribute to talent and succession planning.
Project-related People Management
- Manage consultant workload, assignments, capacity, and travel requirements to ensure optimal productivity, employee well-being, and work-life balance.
- Provide regular performance feedback, coaching, and development guidance to support individual growth and continuous improvement.
- Foster a positive team culture focused on accountability, employee engagement, inclusion, and customer-centric service delivery.
- Recognize and address performance, behavioural, or engagement issues in a timely and constructive manner.
- Encourage innovation, continuous learning, and process improvement initiatives within the team.
What We’re Looking For:
- 15- 20years of experience in project delivery
- Manage SAP AMS service delivery within agreed SLAs, ensuring delivery excellence while maintaining time, budget, quality, and customer satisfaction targets.
- Ensure standardized and accurate tracking of service delivery activities, manage scope changes, consultant performance, budgets, profitability, and timely escalation of risks and issues.
- Act as the primary customer-facing service lead, conducting regular service review meetings, communicating service performance, and building trusted stakeholder relationships.
- Ensure effective governance of Incident, Problem, Change, Release, and Request Management processes aligned with ITIL best practices.
- Monitor and report service KPIs and SLA performance, driving Continuous Service Improvement initiatives, process optimization, and automation opportunities. Manage resource planning, capacity forecasting, knowledge management, and service transition activities from project delivery to AMS support.
- Maintain oversight of the SAP application landscape and support operations, ensuring operational stability, compliance, business continuity, and achievement of contractual and financial objectives.
- Promote a positive team culture by supporting work-life balance, consultant well-being, knowledge sharing, collaboration, and employee engagement.
Why Join Us?
- Dynamic Role: Take ownership of diverse challenges and projects with creative freedom in a 100% employee-owned company.
- Professional Growth: Fast-track your career with extensive learning opportunities, certifications, and global knowledge-sharing programs.
- Global Team: Work with an innovative, international team in a flat hierarchy.
- Flexibility & Rewards: Enjoy flexible hours, remote work options, and a competitive pay package.
- Partnership Opportunity: Join our unique partnership model and share in the company’s success
This is WE:
Committed to innovation, since 1969 Westernacher Consulting operates worldwide, with more than 1300 consultants in Europe, Asia and the Americas. We provide global business and SAP consulting, serving medium to large sized enterprises striving for innovation, operational excellence and profitable, sustainable growth. Headquartered in Heidelberg, Germany, Westernacher Consulting is the global leader in business process and technology innovation.
Living, working, and operating in partnership. We are inquisitive, creative thinkers with a strong entrepreneurial spirit. We question new ways of working, think differently and are willing to try out new approaches to create value and innovation for our customers. All of this makes us pioneers in our field and keeps us responsive, quality-focused and results-oriented.
Westernacher is a diverse work environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetics, disability, age, or veteran status. Westernacher is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. 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.
