Job Description

LyondellBasellLyondellBasell (NYSE: LYB): As a leader in the global chemical industry, LyondellBasell strives every day to be the safest, best operated and most valued company in our industry. The company's products, materials and technologies are advancing sustainable solutions for food safety, access to clean water, healthcare and fuel efficiency in more than 100 international markets. LyondellBasell places high priority on diversity, equity and inclusion and is Advancing Good with an emphasis on our planet, the communities where we operate and our future workforce. The company takes great pride in its world-class technology and customer focus. LyondellBasell has stepped up its circularity and climate ambitions and actions to address the global challenges of plastic waste and decarbonization. For more information, please visit or follow @ on LinkedIn.Basic FunctionManager - ERP Service Excellence is a critical leadership role responsible for ensuring the delivery of high-quality ERP/SAP services and support to business. This position focuses on enhancing service excellence through continuous improvement, best practices, and effective management of ERP operations. The ideal candidate will have a deep understanding of Service Now, SAP and/or ERP solutions, exceptional leadership skills, and a commitment to customer satisfaction.
This position will provide leadership to all strategic initiatives around growing & upgrading the core, building a profitable Circular & Low Carbon Solutions Business and stepping up performance and culture.
Manager - ERP Service Excellence would Lead and Manage service & delivery management resources who in turn manage team of Functional & Technical Support resources.
This position will be responsible for managing the (Application Managed Services) AMS contracts, ensuring transitions, defining KPI and drive adherence, Optimize support processes etc.
Manager - ERP Service Excellence will collaborate across the functions and business units including business units, AMS Vendors Internal Controls to gain an understanding of business objectives, ensuring monitoring of key business processes, develop approaches for SLA optimization using tools such as Gen AI.Roles & ResponsibilitiesThe ERP Service Excellence Manager would have the following responsibilities:

• Service Management: Lead the planning, implementation, and management of ERP/SAP services, ensuring alignment with business objectives and service-level agreements (SLAs).
• Team Leadership: Manage and mentor the ERP/SAP support team, fostering a culture of continuous improvement and professional development. Lead a team of Partner resources responsible for issue resolution
• Stakeholder Engagement: Collaborate with internal teams and external partners to understand business requirements and ensure the delivery of effective ERP/SAP solutions.
• Performance Monitoring: Track service performance metrics, analyze trends, and implement strategies for improvement to enhance service quality and efficiency.
• Incident Management: Oversee the incident management process, ensuring timely resolution of issues and effective communication with stakeholders.
• Escalation Management: Manage escalations for both functional and technical teams, ensuring prompt resolution of complex issues and effective communication with all parties involved.
• Vendor/AMS Management: Manage relationships with external vendors and Application Management Services (AMS) resources to ensure seamless service delivery and compliance with SLAs.
• Enhancement Governance: Establish governance processes for enhancements, prioritizing initiatives, allocating resources effectively to meet business needs, Define & implement KPIs .
• Technology Optimization: Leverage new-edge technologies, such as Generative AI, to optimize service SLAs and enhance service delivery.
• Change Management: Coordinate change requests and enhancements to ERP/SAP services, ensuring minimal disruption to business operations.
• Compliance and Best Practices: Ensure adherence to industry best practices, compliance standards, and security protocols in SAP service delivery.
• Contract Management & Budgeting - Own AMS services contract for ERP Solutions and applications. Ensure operations are done within Budget & forecasts
• Process Improvements & Optimization: Analyze existing SAP & non-SAP ERP service processes and identify areas for optimization, recommending and implementing best practices. Drive initiatives aimed at enhancing service delivery, reducing costs, and improving overall efficiency
• Change & Transition Management: Lead change management initiatives related to SAP & non-SAP ERP services, ensuring smooth transitions and minimal disruption to operations

Min. QualificationsEducation:
Bachelor's degree in Information technology, Computer Science or related disciplineWork Experience:

• Minimum of 10-15 years of experience with SAP Products and Service Management
• Proven background in large scale SAP project delivery and maintenance and support

Leadership Competencies:

• Proven leadership ability
• Demonstrated executive presence and influence, ability to build client relationships
• Ability to set and manage priorities judiciously
• Excellent written and oral communication skills
• Excellent interpersonal skills
• Ability to articulate ideas to both technical and non-technical audiences
• Exceptionally self-motivated and directed
• Superior analytical, evaluative, and problem-solving abilities
• Exceptional service orientation
• Ability to motivate in a team-oriented, collaborative environment

Skills and experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 15+ years of experience in SAP service management or a similar role.
• Strong understanding of SAP systems such as ECC, BW, APO, Fiori, BTP, GRC, and modules including Finance, Source to Pay, Procurement, and Order to Cash.
• Experience in using with ServiceNow and ITSM processes.
• Experience in Managing over 100+ cross functional support resources
• Proven experience in team leadership and stakeholder management.
• Excellent problem-solving skills and the ability to manage multiple priorities effectively.
• Strong communication and interpersonal skills.
• Relevant certifications, e.g., SAP Certified Technology Associate, ITIL/ITSM certification, etc.
• Proficiency in ServiceNow for incident management and service requests.
• Knowledge of ITIL practices and frameworks.
• Familiarity with cloud services and infrastructure related to SAP.
• Understanding of data analytics and reporting tools.
• Experience with project management methodologies (Agile, Waterfall).
• Knowledge of Generative AI and its applications in service optimization

Preferred QualificationsCompetenciesBuild PartnershipsDeliver ResultsDrive InnovationGrow CapabilitiesPromote InclusionMotivational/Cultural FitTechnical SkillsWe are LyondellBasell - a leader in the global chemical industry creating solutions for everyday sustainable living. Through advanced technology and focused investments, we are enabling a circular and low carbon economy. Across all we do, we aim to champion our employees, and unlock value for customers, investors and society. LyondellBasell places high priority on diversity, equity and inclusion and is strongly committed to our planet, the communities where we operate and our future workforce. As one of the world's largest producers of polymers and a leader in polyolefin technologies, we develop, manufacture and market high-quality and innovative products for applications ranging from sustainable transportation and food safety to clean water and quality healthcare. For more information, please visit or follow @ on LinkedIn.Must be at least 18 years of age and must be legally authorized to work in the United States (US) on a permanent basis without visa sponsorship.LyondellBasell does not accept or retain unsolicited rxc3xa9sumxc3xa9s or phone calls and/or respond to them or to any third party representing job seekers.LyondellBasell is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available .

LyondellBasell