Job Description:
The CFIN & PaPM IT Service Manager is responsible for global operations support management for SAP Central Finance (CFIN) and SAP Profitability and Performance Management (PaPM). This role ensures seamless IT service management, adherence to the ITIL framework, and drives operational excellence across incident management, problem management, change management, and service requests. The position manages the outsourced support team operating under a follow-the-sun, 24x7 support model, ensuring proper staffing, skill coverage, and contract/vendor management. The role also acts as the key point of contact for service performance, ensuring operational KPIs are met while working closely with functional and technical architects to maintain service quality and system stability.
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What are we looking for?
- Technical Skills:
- ITIL Service Management (Incident, Problem, Change, Service Request)
- SAP CFIN & PaPM Application Operations
- Vendor & Contract Management
- Service Level Management & SLA Tracking
- Disaster Recovery & Business Continuity Planning
- Automation & Process Optimization
- Root Cause Analysis & Continuous Improvement
- Performance Monitoring & Reporting Tools
Social Skills:
- Strong leadership in team and vendor management.
- Excellent stakeholder communication and ability to manage expectations
- Ability to work in a high-pressure, global support environment.
- Strong problem-solving mindset with a focus on continuous improvement
- Ability to communicate effectively with senior leadership without technical language (adaptative)
What will be your key responsibilities?
- IT Service Management: Establish, maintain, and enforce ITIL-based service management processes across Incident, Problem, Change, and Service Request Management
- Service Level: Define service level agreements (SLAs) and operational level agreements (OLAs) to ensure business expectations are met
- Continuous Service Improvement: Oversee the end-to-end IT service delivery lifecycle, ensuring continuous service improvement (CSI). Implement proactive monitoring to detect and address potential service disruptions before they impact users. Track change success rates and post-deployment incident impact, ensuring continual improvement
- Incident Management: Govern incident response and escalation processes, ensuring efficient triaging, tracking, and resolution. Own the end-to-end major incident process, ensuring timely resolution and clear stakeholder communication. Define and implement Incident Management KPIs, ensuring effective response times and resolution efficiency.
Knowledge/Experience
- 5+ years of experience in IT service management, application support, or IT operations.
- Strong experience in SAP operations, particularly in Central Finance (CFIN) and SAP PaPM.
- Proven experience managing outsourced support teams and IT service vendors.
- Background in ITIL framework, incident, problem, and change management processes.
- Experience in a global IT support environment with 24x7 coverage models.
- Language: Fluent in English.
What can you expect from Mars?
- Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.
- Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.
#TBDDT
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.