Job Title:  IT Services Delivery Manager

IT SAP Service Delivery Manager

Introduction

OMRON is seeking a highly motivated IT SAP Service Delivery Manager to join the OMCE IT department.

You are an experienced and results-driven Service Delivery Manager with expertise in SAP Services to oversee the delivery of high-quality SAP solutions and support. The services are outsourced and supported by Suppliers.

The ideal candidate will ensure service excellence, maintain customer satisfaction, and manage end-to-end delivery processes for SAP-related services, acting as a key liaison between the different OMRON stakeholders and the suppliers of the outsourced services.

About OMRON

Omron Corporation (Omron) established in 1933, is a leading, innovative multinational with more than 28,000 employees in 44 countries. Omron is specialized in the development, production, distribution, marketing and sales of products and services in a variety of industries, including automation, electronic components and healthcare.
 
OMRON´s EMEA IT team is located at its European Headquarters in Hoofddorp, The Netherlands. A dedicated IT team supports different Omron businesses consisting of more than 40 entities and branches in Europe, The Middle East, and Africa.

As IT SAP Service Delivery Manager, your responsibilities will be as below.

IT Supplier (Day to Day) Management

• Act as the primary point of contact for the third-party provider at the operational/ tactical level.
• Monitor the provider's adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct regular meetings (daily/weekly/monthly) with the vendor to discuss ongoing performance, issues, and opportunities for improvement.
• Manage escalations from internal stakeholders and ensure the third-party provider resolves them promptly.

• Report at the right moment to the IT Services Manager to ensure that the service level of the
• Suppliers are known and that action can take place if the service does not meet the requirements

Internal IT service level & performance

• Review daily/weekly performance reports from the vendor to ensure compliance with contractual obligations.
• Analyse service performance metrics, downtime, incidents, and user feedback to identify trends or recurring issues.
• Provide periodic status reports to internal leadership summarizing vendor performance and SAP service health.

IT Knowledge and developments

• Ensure that the Suppliers have up to date knowledge of Omron’s IT developments and technical standards in order to effectively react to –and anticipate on- business requirements.
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Incident and Problem Management

• Oversee the resolution of critical incidents affecting SAP systems.
• Coordinate between the vendor, internal teams, and stakeholders to ensure quick resolution.
• Drive root cause analysis for recurring incidents and ensure corrective and preventive actions are implemented.

Change and Release Management

• Ensure smooth execution of SAP small enhancement change requests managed by the vendor.
• Review and coordinate change requests, verifying their alignment with organizational priorities and minimizing potential risks.
• Coordinate testing and deployment activities with internal teams and the vendor.

Stakeholder Communication

• Act as the bridge between internal stakeholders (e.g., IT teams, business units) and the vendor.
•  Gather business requirements and ensure they are communicated effectively to the vendor.
•  Provide transparency to stakeholders regarding the status of SAP-related activities.

Continuous Service Improvement & Project Management

• Identify opportunities to improve the quality, efficiency, or cost-effectiveness of outsourced SAP services.
• Drive innovation by encouraging the vendor to propose new tools, processes, or approaches.
• Benchmark the vendor’s performance against industry standards to ensure competitiveness.
• On annual base, in agreement with IT Management. Define, plan, manage and coordinate assigned (portfolio of) projects and ensure execution and delivery. You could be a Leader or participator in continuous improvement projects  and contract development with IT services providers (IT Services Suppliers and internal Omron resolver groups)

Required education, knowledge and experience

• Bachelor's or master's degree, Business Administration, IT or Engineering preferred.
• ITIL Foundation certified and understanding of the ITIL disciplines.
•  You have at least 5 years' experience as a Service Delivery Manager (or similar) with a background in SAP.
• Preferable working experience in a multinational
• Knowledge or expertise in IT service contracts and various reporting IT tools/systems (Preferably ServiceNow / Azure DevOps)
• Ability to address complex situations in a multi-national environment
• You have the needed project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• You excel as a communicator, possessing fluency in English language, other languages are a pre not a must
• Excellent presentation & communication skills on different levels and with different stakeholders (internal management, peers and operations and externally with suppliers)
• Strong ownership, leadership to drive for results and change if needed
• Problem solver short term if required, but with a longer term result oriented view to solve issues in a sustainable manner
• Ability to work in cross functional and multi-cultural teams
• Analytical & reporting skills
• Ability to prioritize, accurate & disciplined
• You can think along with customers and propose new solutions that can be integrated into their environment.
• You have exemplary organizational and interpersonal skills. You are able to manage both customers and colleagues perfectly.

What can OMRON offer you?

• A diverse, international, and inclusive workplace where everyone can thrive.
• Learning, analysing, improving, innovating processes in a global and complex sales and supply chain context.
• Being part of a global IT and Business reformation team.
• Hybrid working environment with flexibility to balance office and home.
• Opportunities to join trainings and courses for your personal and professional development.
• A competitive compensation and benefits package including:

• A good salary according to your experience.
• 29 days of annual paid leave (for full-time roles).
• A company laptop and mobile phone.
• Commuting allowance or reimbursement for public transport.
• Work-from-home allowance and equipment.
• Option to work from abroad up to 20 days per year.
• Modern pension scheme.
• Opportunity to participate in company health insurance, and fitness programs.

This role requires working from OMRON Headquarters in Hoofddorp, Netherlands. Applicants must have the right to work in the Netherlands.

Interested?

We look forward to receiving your motivation letter and your cv! Please click on apply!