SAP and Non-SAP Operational Service Manager - Manchester

Job summary

Here at the Ministry of Housing, Communities & Local Government (MHCLG), we work on things that make a real difference to people's lives.

Whether it's through the homes we live in, the work of our local councils, or the communities we're all part of, our work is at the top of the political agenda.

We have ambitious and far-reaching outcomes to achieve this year and, if you're thinking of joining us, there's never been a more exciting time.

We have over 3,500 staff who are based in 20 offices across the UK.

Responsibilities

• lead the design and management of case handling processes outside SAP core workflows
• define support and escalation models across HR, Finance, Procurement and Digital transactions
• oversee configuration and integration changes to ServiceNow and Identity Access platforms
• ensure business continuity for non-SAP services during and post-transition to Unity
• collaborate with technical teams to implement end-to-end service monitoring and support metrics
• define operational KPIs and drive service improvements across retained function support teams
• establish user-centric service models for case tracking, ticket resolution and escalation
• act as the escalation point for complex operational issues that fall outside Unity SAP processes

Job description