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Role : SAP CONCUR Travel & Expense (T&E) Service Manager Location: Kuala Lumpur, Malaysia (KL Timezone) with occasional meetings during EMEA hours Job Description: We are seeking a skilled and proactive Service Manager to oversee the operations, governance, and continuous improvement of our Travel & Expense (primarily Concur) systems, including Concur Expense, Concur Travel, Concur Intelligence, and PredictX. As a Service Manager, you will be accountable for ensuring these systems meet consumer needs, maintaining service quality, and driving efficiency across our global operations. You will manage IT resources, budgets, vendor relationships, and collaborate with stakeholders to support business objectives while promoting operational excellence. **Key Responsibilities:** 1. **Service Management and Governance:** Accountable for the management, governance, and continuous improvement of T&E services. Ensure that service processes, resources, and KPIs are in place to meet service commitments. Identify and engage stakeholders to understand their needs and propose solutions, forecasting future demands. Ensure services are described, published, and easily consumed by users, measuring consumption and user experience (UX). Promote Continuous Service Improvement (CSI) by analyzing current service specifications, forecasting, and future demand. 2. **Operations Management:** Oversee day to day operations, including incident management, bug fixes, and standard changes for Concur systems (Expense, Travel, Intelligence) and PredictX. Lead IT Operations resources, ensuring alignment with other teams and overall strategy. Plan and manage the IT budget for Operations, including resources, maintenance, and Concur license budgets. Serve as the escalation point for operations related issues, ensuring timely resolution and reduction of escalations. 3. **Quality and Compliance:** Ensure services run in compliance with relevant service metrics and continuously evolve these metrics based on consumer needs. Define and implement continuity plans, ensuring they are robust and effective. Manage service delivery against metrics, focusing on service targets, due dates, and quality standards. Ensure all documentation and processes adhere to Roche standards, particularly for standard changes and testing activities. 4. **Vendor and Stakeholder Management:** Engage and influence vendor relationships, ensuring external operations meet agreed service metrics and identifying new opportunities. Lead service transitions, whether internally or with a new vendor, and review sourcing models such as co sourcing or end to end sourcing. Collaborate closely with internal teams to optimize service delivery and ensure alignment with business needs. 5. **Continuous Improvement and Innovation:** Actively seek optimization opportunities, incorporating Roche's sourcing strategy and collaborating with sourcing managers to find the best delivery models. Be a role model within the team, promoting proactivity, open mindedness, and continuous learning. 6. **Strategic Planning and Reporting:** Accountable for implementing the service lifecycle strategy in accordance with the product roadmap. Participate in service benchmarking, Request for Proposal (RfP) processes, and the transition or setup of new services with different suppliers. Provide regular updates and reports to senior management on service performance, budget, and improvement initiatives. 7. **Customer and Business Alignment:** Attend monthly and annual Customer Service Calls with Concur to ensure service levels are met and explore opportunities to enhance service offerings. Ensure alignment with internal teams to improve Operations, including the End to End Support Framework and SLA management. Understand how ERP systems work, particularly in relation to the Accounts Payable process, to better support integration between Concur and ERP systems. **Working Hours:
Role : SAP CONCUR Travel & Expense (T&E) Service Manager Location: Kuala Lumpur, Malaysia (KL Timezone) with occasional meetings during EMEA hours Job Description: We are seeking a skilled and proactive Service Manager to oversee the operations, governance, and continuous improvement of our Travel & Expense (primarily Concur) systems, including Concur Expense, Concur Travel, Concur Intelligence, and PredictX. As a Service Manager, you will be accountable for ensuring these systems meet consumer needs, maintaining service quality, and driving efficiency across our global operations. You will manage IT resources, budgets, vendor relationships, and collaborate with stakeholders to support business objectives while promoting operational excellence. **Key Responsibilities:** 1. **Service Management and Governance:** Accountable for the management, governance, and continuous improvement of T&E services. Ensure that service processes, resources, and KPIs are in place to meet service commitments. Identify and engage stakeholders to understand their needs and propose solutions, forecasting future demands. Ensure services are described, published, and easily consumed by users, measuring consumption and user experience (UX). Promote Continuous Service Improvement (CSI) by analyzing current service specifications, forecasting, and future demand. 2. **Operations Management:** Oversee day to day operations, including incident management, bug fixes, and standard changes for Concur systems (Expense, Travel, Intelligence) and PredictX. Lead IT Operations resources, ensuring alignment with other teams and overall strategy. Plan and manage the IT budget for Operations, including resources, maintenance, and Concur license budgets. Serve as the escalation point for operations related issues, ensuring timely resolution and reduction of escalations. 3. **Quality and Compliance:** Ensure services run in compliance with relevant service metrics and continuously evolve these metrics based on consumer needs. Define and implement continuity plans, ensuring they are robust and effective. Manage service delivery against metrics, focusing on service targets, due dates, and quality standards. Ensure all documentation and processes adhere to Roche standards, particularly for standard changes and testing activities. 4. **Vendor and Stakeholder Management:** Engage and influence vendor relationships, ensuring external operations meet agreed service metrics and identifying new opportunities. Lead service transitions, whether internally or with a new vendor, and review sourcing models such as co sourcing or end to end sourcing. Collaborate closely with internal teams to optimize service delivery and ensure alignment with business needs. 5. **Continuous Improvement and Innovation:** Actively seek optimization opportunities, incorporating Roche's sourcing strategy and collaborating with sourcing managers to find the best delivery models. Be a role model within the team, promoting proactivity, open mindedness, and continuous learning. 6. **Strategic Planning and Reporting:** Accountable for implementing the service lifecycle strategy in accordance with the product roadmap. Participate in service benchmarking, Request for Proposal (RfP) processes, and the transition or setup of new services with different suppliers. Provide regular updates and reports to senior management on service performance, budget, and improvement initiatives. 7. **Customer and Business Alignment:** Attend monthly and annual Customer Service Calls with Concur to ensure service levels are met and explore opportunities to enhance service offerings. Ensure alignment with internal teams to improve Operations, including the End to End Support Framework and SLA management. Understand how ERP systems work, particularly in relation to the Accounts Payable process, to better support integration between Concur and ERP systems. **Working Hours:
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