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Manchester, England, United Kingdom
Onsite
If you are ambitious, self-motivated, hardworking and a team player and interested in growing your career with an International FMCG business, please read through our job opportunity.
Key Purpose:
To act as the primary business-facing coordination point for SAP and business applications, ensuring the effective management of incidents, service requests, user access requirements and enhancement opportunities. The role is responsible for understanding business processes, coordinating support activities across internal teams and third-party providers, and supporting the capture, assessment and articulation of business requirements and associated benefits to enable informed decision-making.
Key Responsibilities:
Act as the primary coordination and triage point for SAP and business application-related incidents, requests and queries.
Assess, categorise and prioritise tickets, ensuring they are assigned to the appropriate support teams and providers.
Work closely with business stakeholders to understand issues, determine business impact and ensure accurate information is captured.
Coordinate incident and request resolution activities between internal IT teams and third-party support partners.
Monitor ticket progress and proactively drive issues through to resolution.
Ensure incidents, requests and enhancements are documented with sufficient business context to support effective resolution.
Support SAP access management processes.
Develop a high-level understanding of SAP-supported business processes across functions such as Finance, Procurement, Supply Chain, Manufacturing and Sales.
Identify recurring issues, trends and opportunities for service improvement.
Gather, document and assess business requirements relating to the SAP and wider application landscape.
Work with stakeholders to understand business drivers, expected outcomes and success measures.
Document and articulate business benefits, value, risks and impacts to support investment and prioritisation decisions.
Produce reporting and insights relating to service performance, support trends and demand for change.
Support the continuous improvement of operational processes, documentation and knowledge management.
Key Result Areas:
Improved quality and consistency of application support triage and coordination.
Reduced ticket reassignments and improved first-time assignment rates.
Improved resolution times for SAP and business application-related incidents and requests.
Enhanced collaboration between business users, IT teams and third-party suppliers.
Increased quality and consistency of business requirements submitted for review and approval.
Improved visibility of business benefits and value associated with application enhancements.
Higher levels of customer satisfaction with IT application support services.
Continuous improvement in service delivery and support effectiveness.
Relevant & Quantifiable Measures:
Number of incidents and requests coordinated and managed.
First-time assignment accuracy.
Reduction in ticket reassignments.
Incident resolution and response time performance.
User satisfaction scores.
Number of business requirements captured and documented.
Quality and completeness of business cases and benefit assessments.
Contribution to service improvement initiatives.
No direct budget accountability.
No line management responsibilities.
Behavioural Competencies:
Naturally inquisitive with a strong desire to learn and understand business processes.
Strong analytical and problem-solving skills.
Excellent stakeholder engagement and communication skills.
Ability to ask effective questions and gather information from a range of audiences.
Strong organisational skills with excellent attention to detail.
Customer-focused with a proactive and collaborative approach.
Ability to work effectively across multiple teams and suppliers.
Strong sense of ownership, accountability and follow-through.
Ability to balance operational priorities and longer-term improvement opportunities.
Technical Competencies:
Experience working in an SAP-supported business environment.
Good high-level understanding of SAP business processes and how SAP supports key operational functions.
Detailed SAP module expertise is not required; however, the ability to understand process flows, business impacts and support requirements is essential.
Experience of SAP user access management processes would be advantageous.
Experience in application support, service coordination, business support or a similar role.
Experience gathering, documenting and analysing business requirements.
Understanding of incident management and service management principles.
Experience working with third-party support providers and outsourced service organisations.
Strong Microsoft Office skills, particularly Excel, Word, Teams and PowerPoint.
ITIL Foundation certification desirable but not essential.
Ability to build effective relationships with both business and technical stakeholders.
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