Role Accountabilities:
SAP Finance Incident & Service Management (Core)
Act as the primary owner of all SAP Finance incidents, ensuring swift triage, prioritisation, and resolution in line with agreed SLAs across FI/CO, AP, AR, GL, Asset Accounting, Treasury, and connected Finance modules.

Lead the end-to-end Incident Management lifecycle — from logging through to root cause analysis, post-incident review, and permanent fix — ensuring zero recurrence through structured problem management.

Own the Major Incident Management (MIM) process for Finance-critical SAP outages, coordinating war rooms across vendors, Digital infrastructure teams, and Finance stakeholders.

Proactively monitor SAP Finance system health using AIOps-enabled observability tools (e.g., Dynatrace, Splunk, ServiceNow), establishing early warning thresholds and automated alerting to pre-empt incidents before they impact Finance operations.

Drive Problem Management by identifying recurring incident patterns, conducting trend analysis, and implementing root cause fixes to reduce incident volume quarter-on-quarter.





Service Delivery & SLA Governance
Manage and publish weekly/monthly SAP Finance Service Performance dashboards covering incident volumes, SLA adherence, mean time to resolve (MTTR), change success rates, and service availability.

Ensure consistent adherence to ITIL-aligned service management processes (Incident, Problem, Change, Release, and Service Request Management) across all Finance SAP modules.

Conduct regular Service Review meetings with Group Finance leadership, Digital Directors, and third-party vendors — presenting performance data, risk assessments, and continuous improvement plans with clarity and confidence.

Lead Change Advisory Board (CAB) participation for all Finance-impacting SAP changes, ensuring proper impact assessment, rollback planning, and communication to Finance stakeholders.

Stakeholder & Vendor Management
Serve as the trusted liaison between Group Finance, D

📌 Service Manager (Bengaluru)
🏢 BT Group
📍 Bengaluru