Job Description
Job Summary
We are seeking an experienced SAP Service Delivery Manager with over 10 years of experience in managing SAP application services, support operations, and transformation initiatives across SAP ECC and SAP S/4HANA environments. The ideal candidate will be responsible for ensuring high-quality service delivery, driving continuous improvement, managing stakeholder relationships, and leading support and enhancement teams in a global delivery model. This role requires strong expertise in SAP operations, ITIL-based service management, incident/problem management, and SAP transformation programs.
Key Responsibilities
- Lead end-to-end SAP service delivery for SAP ECC and SAP S/4HANA landscapes, ensuring adherence to agreed SLAs and KPIs.
- Manage SAP AMS (Application Management Services), support, enhancement, and project delivery engagements.
- Act as the primary point of contact for business stakeholders, leadership teams, and service providers.
- Drive service governance through regular operational reviews, steering committee meetings, and performance reporting.
- Oversee Incident, Problem, Change, Release, and Service Request Management processes following ITIL best practices.
- Ensure stability, availability, and performance optimization of SAP systems and integrated applications.
- Lead SAP S/4HANA transformation, migration, rollout, upgrade, and adoption initiatives from a service delivery perspective.
- Manage cross-functional SAP teams spanning Finance, Supply Chain, Manufacturing, Procurement, Sales, and Basis domains.
- Monitor resource utilization, capacity planning, budget management, and vendor performance.
- Identify opportunities for automation, process optimization, and continuous service improvement.
- Coordinate with SAP Basis, Infrastructure, Security, and Integration teams to ensure seamless operations.
- Provide leadership, mentoring, and performance management for SAP support and delivery teams.
Required Technical Skills
Primary Skills
- SAP ECC Application Support and Service Delivery
- SAP S/4HANA Support and Operations
- SAP AMS (Application Management Services)
- SAP Incident, Problem, and Change Management
- SAP Governance and Service Management
- SAP Release and Deployment Management
- SAP Service Transition Management
- SAP Program and Stakeholder Management
Secondary Skills
- SAP Basis and Landscape Management (working knowledge)
- SAP Solution Manager / Focused Run
- SAP Fiori and SAP BTP awareness
- SAP Integration Technologies (PI/PO, CPI)
- SAP Data Archiving and Performance Optimization
- SAP Security and GRC concepts
- SAP Analytics and Reporting solutions
Additional / Good-to-Have Skills
- SAP Activate Methodology
- SAP Cloud Solutions (RISE with SAP)
- Business Process Automation (RPA)
- IT Financial Management and Cost Optimization
- Agile, Scrum, and DevOps practices
- ServiceNow or equivalent ITSM tools
- SAP Signavio Process Intelligence
- AI/ML-enabled SAP Operations monitoring
Qualifications & Certifications
Educational Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
- Master's degree (MBA/MCA) preferred.
Preferred Certifications
- SAP S/4HANA Certification (any module)
- SAP Certified Technology Associate (desirable)
- ITIL Foundation / ITIL Intermediate Certification
- PMP, Prince2, Agile, or Scrum Certification
- SAP Activate Project Manager Certification (preferred)