Lead Service Management ERP

Lead Service Management ERP

Responsibilities

• Manage and develop relationships with external service providers and vendors
• Build and maintain long‑term strategic partnerships
• Conduct regular service reviews and performance assessments
• Ensure compliance with SLAs, KPIs, and contractual obligations
• Review and approve vendor invoices in line with contractual agreements
• Ensure cost transparency and adherence to budgets
• Align with Finance on discrepancies
• Drive and align continuous improvement of invoice approval processes with Invoice Application Management Team
• Track and monitor ongoing costs and forecasts in close alignment with the budget owners

Application Management Support

• Manage external partners responsible for ERP application operations and support
• Coordinate incidents, service requests, and change activities
• Manage and improve tools @PUMA supporting the Application Management Service process (e.g. SAP Solution Manager, SAP Cloud ALM, Jira Service Management)
• Control, drive and monitor the external AMS partner and make sure that SLA’s are always met
• Ensure stable and efficient application operations
• Promote automation, standardization, and continuous improvement
• Handle escalations and critical service issues

Qualifications

• Degree in Computer Science, Information Systems, or a comparable qualification
• Several years of experience in IT Service Management or Application Operations
• Proven experience in vendor management and managing external service providers
• Strong knowledge of ITIL or similar frameworks
• Experience with budget, cost control, and contract management
• Strong communication and negotiation skillsHigh level of ownership and accountability
• Analytical thinking and structured working style
• Strong problem‑solving and conflict management skills
• Team‑oriented mindset with excellent stakeholder management abilities
• Fluent English is mandatory (Puma’s corporate language); German or other regional languages are a strong asset

Equal Opportunity Statement

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability. Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination.