SAP Operations service lead

ASML IT develops and delivers automated and digital services that are mission-critical for ASML’s internal and external activities. These services support information management, infrastructure, automation, and optimization of key business processes across ASML. The goal of the IT organization is to continuously improve business capabilities while delivering a 24x7 global IT landscape.

This key role within the SAP Platform ART falls under IT Generic Application Platforms (GAP). The Operations Service Lead reports to the Delivery Manager of GAP and operates within the SAP Platform ART. This role bridges the demand for IT services with the delivery of IT support activities as agreed upon in contracts with our IT Service Providers for the SAP Platform ART’s scope.

The Operations Service Lead is responsible for shaping efficient structures and processes within the ART, collaborating with the SAP Platform ART, IT, and Service Providers to achieve operational excellence. This includes ensuring the availability, performance, and security of IT business services in accordance with SLAs. A hands-on approach is required for overseeing day-to-day service operations, managing stakeholders, and optimizing service delivery.

The Operations Service Lead will oversee all SAP Platform managed services delivered to internal customers, focusing on service operations for SAP on-premise, SAP on Virtual Private Cloud on Azure, SAP Business Technology Platform, Security & Authorizations, and Lifecycle management/compliance.

The lead will build strong relationships with the Chief Product Owner, System Architect, and Release Train Engineer (the Leading Coalition) of the SAP Platform ART, supporting their focus on operations and non-negotiable non-functional requirements.

Additionally, the Operations Service Lead will align with SAP Platform ART teams on deliveries and support requirements, ensuring quality handover to support, and develop a strong network of stakeholders across IT, collaborating with other ARTs, operations service leads, delivery managers, and business stakeholders.

The lead will drive IT-business relationship management, understanding business priorities and expectations alongside the Delivery Manager GAP, manage the service portfolio by accepting new and changed IT services delivered by the SAP Platform ART, and provide insights on overall service performance.

The Operations Service Lead will define, manage, and evaluate service level targets, ensuring services are delivered and improved in line with agreed expectations.

Finally, the lead role is crucial in ensuring that the local support processes in the ART are run while complying with ASML AMS / ITIL processes. 

• Master’s level or equivalent combination of Education and experience.

• 10+ years of experience in relevant business and/or IT roles, with at least 5 years as a delivery or Service Delivery Manager (or equivalent) at a senior level.

• Experience in implementing service strategy.

• Experience in designing and implementing Service Integration and Management solutions.

• Knowledge of contracts, master service agreements, governance schedules, price schedules, terms, and conditions.

• Strong knowledge of risk and control frameworks like SoX, CobIT, ISO, and financial processes like Forecast, Budget, and Charge-out regime.

• Experienced in SAP basis / S&A, preferably also experience with BTP technology.

• Strong collaboration skills to work closely with Delivery Managers and IT Service Providers.

• Excellent relationship and stakeholder management skills, as many underpinning services are developed and delivered by other Departments (cross IT and business).

• Leadership skills to chair business service performance reviews and lead coalition meetings.

• Strong customer focus and customer-facing skills.

• Ability to handle escalations with end-to-end ownership.

• Accountability for making decisions within the provided budget and service quality.

• Persuasive communication skills to influence stakeholders and drive service delivery improvements.

ASML is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that Diversity and inclusion is a driving force in the success of our company.

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Work Experience: 4-9 years,10-15 years

Travel: No

Education Level: Master

Employment Type: FULL_TIME

Team: IT

Technical Field: