SAP Service Manager (m/f/d)

YOUR BRILLIANT FUTURE IN TECH IS NOW Welcome to the world of Zoi! We transform manufacturing and retail enterprises through AI-first strategies that deliver measurable business value. We don't just advise: we implement, operate, and scale solutions that turn AI adoption into competitive advantage. We are expanding our European team in Barcelona ! WHAT YOU DO Service Delivery Oversight: Lead the technical team to ensure the timely, cost-effective delivery of SAP and Cloud Managed Services, ensuring strict SLA/KPI adherence while acting as the primary customer point of contact. Incident and Problem Management: Oversee end-to-end incident resolution, conduct thorough root cause analyses, and implement proactive measures to minimize service disruptions. Change and Release Management: Coordinate and oversee the seamless implementation of changes across SAP and Cloud environments to maintain maximum platform availability. System Performance and Availability: Continuously monitor and optimize system performance, guarantee high availability, and maintain reliable backup and recovery processes. Security and Compliance: Enforce security best practices, conduct regular operational audits, and ensure full compliance with relevant industry regulations. Team Leadership and Development: Provide mentorship to technical team members, foster a high-performing collaborative environment, and identify ongoing training opportunities. Customer Relationship Management: Build strong, long-term customer relationships, gain deep insights into client business needs, and address concerns proactively. Cloud Infrastructure Cost Control: Leverage FinOps principles and tools to monitor infrastructure costs, analyze usage patterns, and propose continuous cost-optimization measures to customers. Team Size Optimization: Maintain an optimal team size and resource balance to handle workload demands effectively while preserving delivery quality and operational margins. WHO YOU ARE Strong background in customer-facing leadership roles as a Service Manager handling enterprise-level accounts. Technical proficiency across SAP Basis and Cloud infrastructure environments. Practical hands-on expertise with industry-standard ITSM tools such as ServiceNow or Jira. Solid understanding of project management principles, SLA/KPI metrics, and service management frameworks. Financial orientation with practical knowledge of cloud cost control, budgeting, and FinOps practices. Professional fluency in both English and Spanish . Do you like to be surrounded by brilliant minds? Awesome. At Zoi, you become part of our community of tech enthusiasts and develop your full potential. Create fresh ideas and shape the digital transformation of our enterprise customers sustainably. GOOD WORK SHOULD BE REWARDED , which is why we offer various bonus models at our company TIME IS WISDOM , 20 % of your working time is available for experimenting and education SKILL YOURSELF UP, Zoi can only be as good as you are. That’s why we value constant training and development BE FREE thanks to our absolutely flexible working hours and work remotely from any of our locations LEVERAGE AI POWER with access to cutting-edge AI technologies, to automate tasks, gain insights, and innovate DEVELOP YOURSELF with our individual certification and training plan FAMILY COMES FIRST , rely on our financial support for childcare REFUEL at our regular free Friday lunch Zoi is an equal opportunity employer, we're committed to helping you do your best work. Our promise is to champion diversity, build an inclusive culture and do our part to create a more equitable professional landscape.