Resistance

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