Service Management Specialist - SAP TM

As a Senior Service Management Analyst at Maersk, you will play a crucial role in leading service management initiatives and ensuring exceptional service quality. You will be responsible for developing and presenting detailed service management reports for stakeholders, including system performance metrics, user adoption trends, improvement initiatives, and product roadmaps. Additionally, you will identify and implement innovative best practices to enhance service delivery, ensuring compliance with structured processes. Collaboration and leadership are key aspects of this role, as you will partner with Service Managers and cross-functional teams to drive strategic improvements and ensure customer satisfaction. You will lead incident resolution activities, analyze trends and root causes, and escalate critical issues. It will be your responsibility to oversee the creation and distribution of operational incident reports, particularly for high-priority incidents, and enforce adherence to Incident Management processes and SLA timelines. Effective communication with stakeholders throughout the incident lifecycle will be essential. Maintaining comprehensive Root Cause Analysis (RCA) records and driving initiatives to mitigate recurring issues will fall under your jurisdiction. You will also oversee communication and escalation processes during Disaster Recovery, Business Continuity, and high-priority incident scenarios. Proactively identifying service enhancement opportunities and training needs to elevate the overall user experience will be a key part of your role. To qualify for this position, you should have a Bachelor's degree in Information Technology, Business Administration, or a related field, along with a minimum of 3 years of experience in service management, incident and problem management, or a related role in a global organization. A background in SAP is mandatory, with SAP TM experience highly preferable. Proficiency in ITIL processes and frameworks, advanced analytical and problem-solving skills, and strong leadership and interpersonal skills are essential. Additionally, proficiency in English is required, and additional language skills are a plus. As a valued member of the Maersk team, you will have the opportunity to work in a dynamic, inclusive, and global environment, with opportunities for advanced professional growth and leadership development. You will contribute to innovative projects and help shape the future of service management. Maersk is committed to supporting your needs during the application and hiring process, so please reach out if you require any adjustments or accommodations.,