Typical Project Example
Industry Software, ERP
Location Walldorf/Heidelberg, Germany (SAP, Global IT)
Project Service management, bring in new operation model
Role Service manager, Project manager

Management of RUN activities within SAP's Global IT division and its service providers working over different time zones (mostly Canada/US, Europe, India, China, Singapore), being counterpart for business side.

Coordination of B2R transitions, project management, process improvements (e.g. discussing improvements of hand-over processes or SR fullfilment), financial monitoring, definition of SLA / Reporting, Escalation-Management, Supplier-Management (e.g. sourcing and integration issues with the responsible outsourcers), handling business requirements with internal and external Architects, etc.

Key charackteristics of this project:

  • Overall Service management tasks (having luckily very good relation to Business Owners)
  • Working most remotely via Lync with architects and outsourcer (as this is the working style at SAP)
  • ITIL improvements, Service Catalogue, escalation management, etc. (typical SM/ITIL tasks)
  • Internal staff in Singapore with very strong demands towards quality of outsourcer staff, task was here to build a bridge between both sides (and remind about contractual limits)
  • Strong negotiations with outsourcer
  • Introduction of a new Operation Model