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- Why This Job Matters - This role sits at the heart of BT's Finance technology operations, acting as the primary guardian of service excellence across the SAP Finance application landscape. Finance runs on SAP and this manager ensures that every incident, every service request, every change, and every enhancement is resolved with precision, speed, and care. The role is critical not only for keeping the lights on, but for proactively transforming how SAP Finance services are delivered. With SAP AI capabilities rapidly embedding into Finance workflows from automated reconciliations and anomaly detection to intelligent incident triage this manager will be instrumental in leading BT's transition towards AI Ops and next-generation service management. You will be the single point of accountability between Group Finance leadership, Digital technology teams, and external vendor partners ensuring the Finance domain's SAP services operate at the highest level of availability, reliability, and business value. What you will be doing (Role Accountabilities) SAP Finance Incident & Service Management (Core) - Act as the primary owner of all SAP Finance incidents, ensuring swift triage, prioritisation, and resolution in line with agreed SLAs across FI/CO, AP, AR, GL, Asset Accounting, Treasury, and connected Finance modules. - Lead the end-to-end Incident Management lifecycle from logging through to root cause analysis, post-incident review, and permanent fix ensuring zero recurrence through structured problem management. - Own the Major Incident Management (MIM) process for Finance-critical SAP outages, coordinating war rooms across vendors, Digital infrastructure teams, and Finance stakeholders. - Proactively monitor SAP Finance system health using AIOps-enabled observability tools (e.g., Dynatrace, Splunk, ServiceNow), establishing early warning thresholds and automated alerting to pre-empt incidents before they impact Finance operations. - Drive Problem Management b .