SAP Business Continuity Service Manager

About the job

Founded in 1910 in Trivero, Italy, the Ermenegildo Zegna Group (NYSE:ZGN) is a global luxury company with a leading position in the high-end menswear business. Through its three complementary brands, the Group reaches a wide range of communities and market segments across the high-end fashion industry, from ZEGNA’s timeless luxury to the modern tailoring of Thom Browne, to seductive elegance with TOM FORD FASHION.

The Ermenegildo Zegna Group is internationally recognized for its unique Filiera, owned and controlled by the Group, which is made up of the finest Italian textile producers fully integrated with unique luxury manufacturing capabilities, ensuring superior excellence, quality, and innovation. The Group employs more than 7,100 people worldwide.

YOUR OPPORTUNITY

The SAP Business Continuity Service Manager plays a pivotal role within the IT Business Continuity team, ensuring the end‑to‑end stability, integration, and continuity of the SAP S/4HANA platform and the broader application landscape supporting the company’s core business processes.

The role requires constant engagement with vertical SAP teams responsible for first‑level Application Management Services (AMS), as well as close collaboration with the SAP CoE Manager to guarantee performance, reliability, and scalability across the SAP ecosystem.

The position also oversees external AMS third‑party suppliers and service partners, ensuring alignment with internal standards, operating guidelines, and contractual commitments.

In addition, the SAP Business Continuity Service Manager leads an internal Governance team that oversees key operational pillars, including the ServiceNow ticketing platform, account management services, testing automation tools, application transport management, and all end‑user communications related to planned and unplanned maintenance activities.

As part of the Business Continuity team, the SAP Service Manager will actively contribute to the SAP RISE migration roadmap, coordinate cross‑functional workstreams, supervise Integration and User Acceptance Testing and ensure seamless alignment between internal stakeholders and external implementation partners.

The role will be based in Stabio (Switzerland).

HOW YOU BRING IT TO LIFE

• Provide leadership and oversight for SAP S/4HANA service delivery teams across application modules, interfaces, and hybrid/cloud environments.
• Lead the Governance team (covering ServiceNow, Testing Automation, Account and Release Management).
• Coordinate with third‑party suppliers and service partners to maintain process consistency, efficiency, and quality ensuring availability and continuity in line with corporate SLAs.
• Ensure effective execution and continuous enhancement of Business Continuity processes (Support Request, Incident, Problem, and Change Management), compliant with SOX standards.
• Manage external vendors and service providers contracts, overseeing KPI performance and contractual compliance through structured review sessions.
• Support strategic project initiatives by delivering Business Continuity Make‑mode services to other IT teams, ensuring alignment with IT Stream Leaders and the Demand function, and guaranteeing the quality and risk governance of all deliverables.

WHO YOU ARE

Technical & Professional Skills

Experience

• Strong expertise in SAP S/4HANA, with solid understanding of key functional modules and SAP technical architecture
• Proven experience managing complex SAP environments, ideally in hybrid and/or cloud-based contexts, with a strong orientation toward service quality
• Exposure to SAP RISE and/or large SAP transformation or migration programs with a strong innovation mindset
• Solid knowledge of SAP integrations with external systems (APIs, middleware, EDI, cloud services)
• Deep familiarity with ITIL practices and enterprise service management frameworks and IT process oversight
• Experience with ServiceNow ticketing platforms is considered a plus
• Background in Fashion & Luxury industry is a plus

Soft Skills

• 3–5 years of experience in similar roles within structured corporate IT organizations and/or consulting companies

Education

• Strong leadership and stakeholder management capabilities
• Structured, governance-oriented mindset with high attention to service quality
• Ability to operate effectively in complex, cross-functional environments
• Proactive, reliable, and comfortable managing multiple priorities

Languages

• Degree in Computer Science, Engineering, Management Engineering, or other STEM disciplines (equivalent SAP-related experience may be considered)

Mobility

• Good knowledge of English, written and spoken
• Willingness to travel occasionally for business needs