Metro Global Solution Center (MGSC) is internal solution partner for METRO, a €30.5 Billion international wholesaler with operations in 31 countries through 625 stores & a team of 93,000 people globally. Metro operates in a further 10 countries with its Food Service Distribution (FSD) business and it is thus active in a total of 34 countries.

MGSC, location wise is present in Pune (India), Düsseldorf (Germany) and Szczecin (Poland). We provide HR, Finance, IT & Business operations support to 31 countries, speak 24+ languages and process over 18,000 transactions a day. We are setting tomorrow’s standards for customer focus, digital solutions, and sustainable business models. For over 10 years, we have been providing services and solutions from our two locations in Pune and Szczecin. This has allowed us to gain extensive experience in how we can best serve our internal customers with high quality and passion. We believe that we can add value, drive efficiency, and satisfy our customers.

Website: https://www.metro-gsc.in
Company Size: 600-650
Headquarters: Pune, Maharashtra, India
Type: Privately Held
Inception:  2011

Please read the Job Description carefully before applying!!

METRO has a dynamic opportunity for an IT Service Manager to coordinate the Application Managed Service within our digital transformation program “LUCA”. The IT Service Manager is responsible for the application service desk and demand management of the LUCA program (SAP S/4 HANA run and deployment). The IT Service Manager will especially cooperate with the Product Managers of the LUCA Template and the service desk vendors (internal and external).

Tasks & Responsibilities 

• Be a valuable member of our international, open and dynamic team.  
• Contribute to our group wide digital finance transformation in the project’s backbone 
• As IT Service Manager you will coordinate the Application Managed Service for our SAP S/4 HANA Implementation (LUCA) – ITIL Certified/ knowledge.
• Do Incident management, Release management.
• You are responsible for and improve the incident and problem management framework for LUCA.
• You collaborate closely with and guide the different Template Product. Managers, the internal and external vendors of the LUCA service desk and the Template customers (local user representatives). 
• You are responsible for and improve the requirement management framework (continuous template improvement) for LUCA.
• You monitor and improve existing IT service delivery processes, KPIs and reporting. 
• You orchestrate in a structured way of stakeholder management aiming for a compliant template governance, customer-oriented service delivery and efficient template improvement processes. 

Qualifications

• Graduation in IT or business with IT affinity or equivalent professional experience
• Overall 10+ years of experience required.
• Min. 3+ years of experience in SAP Application Management Service, demand and release management. Good knowledge of large-scaled IT projects and running solutions. SAP implementation experience is an advantage. 
• Experience in JIRA & Confluence or similar tools would be an advantage.
• IT Asset Management knowledge is a plus.
• SAP FICO basics are a plus.
• Independent way of working and structured way of thinking.
• Extroverted and engaging personality.
• Good communication, presentation, and organizational skills.
• High level of team and service orientation.
• Strong analytical skills, openness to learn and grow.
• High interest and affinity for digital tools. Standard Microsoft Office tools knowledge is a prerequisite.
• Experience in similar roles and IT Service Management in general would be a plus.