ERP Service Operations Manager

15 hours ago

Prague, Hlavní město Praha, Czech Republic Novartis Full time 1,200,000 - 2,400,000 per year

Job Description Summary

The ERP Service Operations Manager is accountable for the end-to-end management of ERP service operations, with a strong focus on SAP platforms. This role ensures operational excellence, service continuity, and compliance through effective governance of ITIL processes, vendor performance, and continual service improvement initiatives. The ideal candidate will bring deep SAP expertise, strong leadership, and a collaborative mindset to deliver high-quality, secure, and cost-effective ERP services.

Job Description

Key Responsibilities
  • Govern ITIL based service operations, including incident, problem, change, and release management.
  • Ensure service transition, operational quality, compliance, and audit readiness across ERP platforms.
  • Lead the delivery of standardized services using consistent processes and tools to meet SLA targets.
  • Manage vendor relationships, ensuring accurate SLA reporting and driving performance improvements.
  • Collaborate with Service Excellence teams to identify and implement continuous service improvements.
  • Monitor and report on service performance metrics such as availability, capacity, and responsiveness.
  • Drive automation and operational efficiencies across ERP services and infrastructure.
  • Ensure alignment with internal governance, ISRM policies, and regulatory compliance standards.
  • Establish and execute a clear technical strategy for ERP service delivery and innovation.
  • Support business continuity by ensuring rapid recovery and minimal disruption during critical incidents.
Minimum Requirements
  • Proven experience in SAP Operations, with hands-on expertise in modules such as Sales & Distribution, ATTP, GTS, and Vistex.
  • Strong understanding of IT Service Management (ITSM) frameworks and processes.
  • Demonstrated success in vendor management and external supplier governance.
  • Experience in financial and budget management within IT service environments.
  • Background in quality assurance, risk management, and compliance support.
  • Excellent communication and stakeholder management skills across cross-functional teams.
  • Ability to lead through ambiguity and drive operational execution independently.
  • Experience in driving continuous improvement and automation initiatives in ERP environments.
  • Knowledge of ABAP and SAP S/4 Hana would be a benefit.
  • Fluent English (written & verbal).

Accessibility and accommodation: Novartis is committed to working with and providing reasonable accommodation to all individuals. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to receive more detailed information about the essential functions of a position, please send an e-mail to and let us know the nature of your request and your contact information. Please include the job requisition number in your message

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients' lives. Ready to create a brighter future together? 

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Skills Desired

Budget Management, Communication Skills, Incident Management, IT Governance, IT Service Management, Performance Management, Problem Solving Skills, Quality Assurance, Stakeholder Management

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