Information Technology
GBS ITS SAP COE Service Manager
Address: Bengaluru, Bengaluru, Karnātaka, 560066, India
Job ID: R0238001
Location Type: Hybrid
- Overview
- Job Description
- Success Profile
- Rewards
- Connect
As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.
Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.
Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.
Inpatient RNs at Fresenius Medical Care perform dialysis treatments on an acute patient population in a hospital setting, including ICU, ER, Rehab, and Med/Surg units. What makes this role truly unique is the level of autonomy you’ll enjoy. Inpatient nurses are specifically accountable for administering and assessing each patient’s treatment plan. And because dialysis is a critical treatment for many hospital procedures and health conditions, you’ll have the opportunity to work with a wide variety of patients. Ideal candidates possess leadership skills and independence needed to make quick decisions in a fast-paced environment. Must be capable of educating patients and providing exceptional customer service to our partners. Six months to one year of dialysis experience or some form of critical care nursing experience are also required.
Job Description
The SAP COE Service Manager is responsible for the day-to-day operational management of SAP S/4HANA Run services, ensuring service stability, SLA adherence, and high business satisfaction. The role acts as the operational backbone of the SAP COE, translating service strategy into execution, managing incidents and changes, coordinating AMS partners, and ensuring seamless support for business operations.
Goal of function:
The role will require to collaborate with business leaders, IT executives, and SAP architects to define service roadmaps. Manage SAP service performance metrics, SLAs, and continuous improvement initiatives. Oversee incident, problem, and change management processes.
Main tasks:
1. SAP Run Operations Management
- Manage daily SAP Run operations across SAP S/4HANA and integrated systems.
- Ensure timely resolution of incidents, service requests, problems, and changes.
- Coordinate 24x7 support coverage and on-call models as required.
- Support stabilization during post-go-live and hypercare phases.
2. Incident, Problem & Change Management
- Lead major incident management (P1/P2) including coordination, communication, and resolution.
- Drive root cause analysis (RCA) and preventive action plans.
- Ensure all changes follow approved Change Management processes and are properly tested and communicated.
- Monitor change success rates and minimize unplanned outages.
3. SLA & Performance Monitoring
- Track and report SLAs, OLAs, and KPIs for SAP Run services.
- Prepare weekly and monthly service performance dashboards.
- Identify service gaps and drive corrective actions with internal teams and vendors.
4. Vendor & Partner Coordination
- Manage day-to-day interactions with AMS partners and system integrators.
- Ensure vendors meet contractual commitments, response times, and quality expectations.
- Support service reviews and contribute inputs for commercial and performance discussions.
5. Business & Stakeholder Engagement
- Act as the primary operational contact for business users and process owners.
- Communicate service status, incidents, and planned outages clearly and proactively.
- Gather business feedback and support continuous service improvements.
6. Knowledge Management & Process Discipline
- Ensure knowledge articles, SOPs, and runbooks are created and maintained.
- Promote shift-left practices and self-service enablement.
- Enforce adherence to ITIL / ITSM processes and SAP best practices.
7. Continuous Improvement & Automation Support
- Identify opportunities for automation, monitoring improvements, and ticket reduction.
- Support implementation of AIOps, alert optimization, and standard operating models.
- Contribute to COE maturity and operational excellence initiatives
Stakeholder Engagement
- Global Business Services Leadership
- Global ITS Organization
- SAP System Integrator(s)
- Business Process Owners & Operations Leaders
- Finance, HR, Procurement, Supply Chain Leadership
- External SAP and Technology Partners
Key Performance Indicators
- Key Performance Indicators (KPIs)
- Service Delivery
- SLA compliance (% incidents & requests met)
- Incident resolution time (MTTR)
- P1/P2 incident frequency
- Quality & Stability
- Repeat incident rate
- Change success rate
- Reduction in manual interventions
- Business Satisfaction
Qualifications, experience, know-how and skills critical for success
- Bachelor’s degree in computer science, Information Technology/Business Information Systems/Information Security or related is required. • Master’s degree in business administration, Computer Science or related field is preferred.
- SAP certifications in service management or architecture are a plus.
- 8–12 years of experience in SAP support or service management roles
- Hands-on experience supporting SAP S/4HANA
- Prior experience in SAP AMS, Run operations, or COE models
- Experience working with global teams and offshore delivery models
- ITIL Foundation certification preferred:
- Execution-focused with strong follow-through
- Calm and structured during high-severity incidents
- Customer-oriented mindset with attention to detail
- Collaborative team player across IT, business, and vendors
- Continuous improvement mindset with curiosity to learn
- SAP Functional & Technical Understanding
- Strong working knowledge of SAP S/4HANA Run support
- Exposure to SAP functional areas such as:
- Finance (FI/CO)
- Supply Chain (MM, SD, PP, WM/EWM)
- Basic understanding of:
- SAP Basis operations
- SAP Fiori, roles & authorizations
- SAP integrations (CPI / PI-PO)
- Service Management Skills
- Strong grounding in ITIL / ITSM practices
- Experience using ServiceNow or similar ITSM tools
- Understanding of AMS delivery models and ticket-based operations
- Communication & Coordination
- Clear and structured communication skills
- Ability to manage multiple stakeholders and priorities
- Comfortable handling escalations and business-facing discussions
Core SAP & Technical Skills
- Strong expertise in SAP S/4HANA Run Operations
- Solid understanding of:
- SAP Finance (FI/CO)
- SAP Logistics (MM, SD, PP, WM/EWM)
- SAP Basis & Technical Operations
- SAP Fiori, Authorizations, Interfaces
- Familiarity with SAP Solution Manager, Focused Run, ChaRM
- Understanding of SAP integrations (CPI, PI/PO, third-party systems)
Service Management & Governance
- Deep knowledge of ITIL / ITSM frameworks
- Experience with multi-vendor AMS governance
- Strong service transition and stabilization experience
Leadership & Stakeholder Management
- Strong communication and influence skills
- Strong escalation and conflict resolution capability
- Ability to balance business urgency with operational discipline
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Leadership
Communicator
Compassionate
Problem-solver
Motivational
Good Listener
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Communicator
Compassionate
Detail Oriented
Relationship Expertise
Facilitator
Leadership
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Compassionate
Flexible
Independent
Quick-thinking
Patient
Responsible
“I successfully completed the RN program and went on to hold the position of Staff RN, Charge Nurse, and finally Clinical Manager.”
Rosalyn,
Clinical Manager
Clinical Manager
“Every day I walk in I am changing lives for the better and working to inspire my patients.”
Andrew,
Patient Care Technician
Patient Care Technician
“I am a member of an outstanding team that helps patients gain more control, achieve tangible goals, and live better lives.”
Tony,
Outpatient Services RN
Outpatient Services RN
“My goal is to make sure that our patients keep their mobility and quality of life. This goal is really personal for me. My own father always had really bad vasculature in his leg and never had access to the kind of care we offer — eventually he lost blood flow and mobility. Knowing what he went through makes me even more committed to our mission.”
Warren J.
Azura Regional Vice President
Azura Regional Vice President
We've got your back.
We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.
Healthcare
Continuing Education
Paid Time Off
Collaborative Environment
Additional Perks
401(k) Retirement Saving
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