Job Summary
We are seeking an experienced SAP Service Delivery Manager to oversee SAP application management services and drive continuous improvement for enterprise clients. In this role, you will act as the primary point of contact for service delivery, ensuring operational excellence, client satisfaction, and innovation across SAP environments.
You will work closely with clients, SAP solution experts, and cross-functional teams across global locations to manage service performance, identify improvement opportunities, and deliver value-driven solutions. The role also involves supporting business development initiatives and contributing to the evolution of service delivery models.
Job Responsibilities
- Own and govern SAP application management services for assigned client engagements.
- Act as the primary escalation point for clients and internal team members.
- Oversee and guide overall service delivery across client environments, ensuring compliance with service level agreements (SLAs) and contractual obligations.
- Work proactively with clients to identify continuous improvement opportunities, address pain points, and manage escalations.
- Provide analytical and insight-driven reporting on service performance and SAP systems.
- Lead the development and execution of value creation and innovation roadmaps in collaboration with SAP solution and domain experts.
- Facilitate client innovation workshops, showcasing new SAP capabilities and recommending strategic improvements.
- Identify opportunities to leverage AI and automation to enhance service delivery and operational efficiency.
- Build and maintain strong relationships with client leadership, business stakeholders, and IT teams.
- Support proposal development, business development activities, and client presentations.
- Contribute to the recruitment, mentoring, and development of service team members.
- Collaborate with global service management communities to continuously improve service models, tools, and processes.
Job Qualifications
- Strong experience in SAP application management and service delivery management.
- Hands-on experience with SAP S/4HANA Cloud, with expertise in Finance or other S/4 modules.
- Solid understanding of ITIL frameworks and IT service management practices.
- Experience with ITSM tools such as ServiceNow and Jira Service Management.
- Knowledge of core ITSM processes, including:
- Proven ability to manage client relationships and service delivery teams.
Soft Skills
- Excellent verbal and written communication skills
- Excellent interpersonal and conflict resolution skills.
- Strong analytical and problem-solving skills.
- Adaptable and flexible
- Organized and keen to details.
- Can work well within a team.
- Has the initiative and self-drive
- Able to work independently and under minimal supervision.
