Service Manager

Company Description

About us:

Passion for food. Hunger for tech. We make METRO digital.

Today technology is driving the world. And at METRO.digital we are driving the technology for one of the leading international wholesalers specializing in food - METRO. From e-commerce to checkout, to delivery software, we work on a wide range of products to make each day a success for our customers and colleagues. With passion and ownership, we build the future of wholesale.

You are driving to create smart solutions for customers around the globe? You want to grow in a flexible environment? Let the right career opportunity find you and join us

About the Role:

We are seeking a highly skilled and structured Service Manager to oversee and continuously improve METRO Link+, METRO's global supplier collaboration and master data platform.

The Service Manager ensures reliable operation, integration, and evolution of supplier-related workflows and data governance processes, enabling 20+ METRO countries to efficiently onboard, manage, and collaborate with their suppliers.

This role bridges business and technology: it combines service ownership, incident management, stakeholder communication, and continuous improvement of supplier master data processes. The Service Manager works closely with METRO AG, local country teams, development partners, and product owners to guarantee stable services, transparent governance, and a seamless supplier experience

Job Description

• Own and manage day-to-day operations of METRO Link+, ensuring stability, data quality, and alignment with METRO's Master Data Governance framework.
• Act as second-line escalation point for incidents and service requests related to supplier onboarding, registration, and master data workflows.
• Coordinate with development and QA teams to diagnose integration and process issues between METRO Link+ and SAP MDG-S systems.
• Support implementation of System Integration Testing (SIT) and User Acceptance Testing (UAT) for maintenance workflow features within METRO Link+ for both GOODS and COST suppliers.
• Drive rollout of Wave 3 and subsequent country deployments, where METRO Link+ acts as the entry point for suppliers in the Listing and Supplier Master Data maintenance processes.
• Analyze incidents, monitor SLAs, and apply corrective actions to prevent recurrence.
• Manage backlog items, define and refine requirements, and collaborate with the development partner (Wipro) to ensure timely delivery of fixes and enhancements.
• Maintain service documentation, workflows, and integration diagrams, ensuring knowledge transfer across teams.
• Prepare and present OKRs, KPIs, and service health reports to the Supplier Master Data Steering Committee.
• Promote transparency and collaboration across domains such as Finance, Own Brand, Supply Chain, and Quality.
• Support implementation of the new Supplier Identity and Access Management (IAM) platform (SailPoint + Microsoft Entra External ID) to improve security and scalability.

Qualifications

Required Skills & Qualifications:

• Bachelor's degree in Business Information Systems, Computer Science, or a related field.
• 5+ years of experience in Supplier Master Data Management, Data Governance, or Service Management in enterprise environments.
• Deep understanding of SAP MDG-S, S/4HANA Business Partner, and supplier onboarding workflows.
• Proven experience coordinating SIT/UAT phases, managing integration testing, and supporting production rollouts.
• Working knowledge of API-based integrations and MDM architectures (SAP MDG, REST APIs).
• Familiarity with incident and change management tools (e.g., JIRA, ServiceNow).
• Strong analytical and problem-solving skills with attention to detail and process reliability.
• Excellent communication and stakeholder-management skills across business and technical teams.
• Demonstrated ability to work independently, prioritize under pressure, and deliver consistent results.

Nice-to-Have Skills:

• Experience with SailPoint, Microsoft Entra External ID, or similar IAM solutions.
• Exposure to Google Cloud Platform (GCP) and modern service monitoring tools.
• Understanding of data-driven delivery, OKR frameworks, and agile methodologies.
• Knowledge of supplier collaboration portals, data validation logic, or data cataloguing concepts.
• Previous experience in multi-country system rollouts and data harmonization initiatives.

Additional Information

What we offer at METRO.digital?

Hybrid and agile work: thrive in a flexible, multicultural environment.

We offer support whenever you need it - at every stage of your professional journey.

We want you to become the best version of yourself with individual and company-wide programs and trainings for people development. Focused among other on development, leadership, appreciation ... it´s time to upskill your career.

Support with individual solutions: we are people-caring

At METRO.digital, we promote work-life balance through a hybrid working model. You'll be part of self-organizing, multicultural teams that collaborate in an agile setup.

People development: when you grow so do we

Want to know more about all our benefits? Discover more here.

Let´s connect soon. Apply for the role now

Position grade within our career framework: Service Manager 3 (Md7).