As a Service Manager with German for the SAP team, I am responsible for the following: -Ensure the timely delivery of SAP-related services, managing projects and coordinating with other teams as needed;-Provide guidance, mentoring and supervision to the SAP team, ensuring efficient resource allocation and task prioritization;- Act as a single point of contact for clients regarding SAP service-related inquiries, issues and escalations, client meetings;-Monitor and ensure adherence to SLAs for SAP services, tracking performance and initiating corrective actions when necessary;-Oversee the resolution of SAP service incidents, problem management and root cause analysis to prevent future occurrences;-Coordinate with stakeholders to manage SAP-related changes, ensuring minimal disruption to operations and maintaining system stability;-Quality assurance and continuous improvement: service quality monitoring, process optimization, customer satisfaction surveys; -Escalation management: critical issue resolution, escalation prevention.

As a Service Manager I had the following responsibilities: -Responsible for project profitability and customer satisfaction; -Manage costs, improve productivity and drive innovation for financial commitments;-Orchestrate end-to-end project delivery and find innovative solutions for clients;-Work with teams to ensure knowledge alignment and staff resourcing;-Act as a customer representative during escalations and incident management;-Manage risk, compliance, security, GDPR and service handovers;-Lead daily service reviews and report to senior leadership;-Oversee business KPIs including margin, cost competitiveness and customer satisfaction.

As Quality Manager I had the following tasks: -Quality assurance and monitoring: ticket review and audits, call and chat monitoring, customer feedback analysis; -Process improvement: root cause analysis, standard operating procedures according to ITIL standards and continuous improvement initiatives;-Training and development;-Reporting and documentation: quality reports, incident reports, process documentation;-Knowledge base management.

As a System Administrator for L2 client support I had the following responsibilities: - Troubleshooting complex issues: analyzing and resolving more complex technical problems than can be resolved by Level 1 support, including system errors, applications errors and network connectivity errors;-Managing client infrastructure: server management and network administration; -Configuration and deployment: software installation and updates, user and group management anddevice configuration.

As a System Administrator for L1 support I had the following responsibilities: -User support: responding to user IT inquires and providing assistance with system-related issues; -Network troubleshooting: assisting with basic network troubleshooting.