Seeking an experienced SAP Service Delivery Manager to oversee the operational excellence of our SAP landscape, including ECC and S/4HANA. This role is crucial for ensuring seamless service delivery, maintaining high system availability, and managing critical support functions.

The ideal candidate will lead our L1, L2, and L3 support teams, driving performance against SLAs and KPIs while fostering an AI-driven approach to service management.

Key responsibilities include managing the day-to-day operations of the SAP landscape, ensuring adherence to SLAs and KPIs, and overseeing both functional and technical support teams.

This role involves leading incident, problem, and change management processes, including Major Incident Management (MIM) and Root Cause Analysis (RCA) to ensure system stability and timely issue resolution.

Effective stakeholder and client management is paramount, requiring acting as a primary point of contact, conducting regular service reviews, and communicating system status, risks, and performance metrics to ensure high customer satisfaction.

A minimum of 10 years of IT experience is required, with at least 8 years specifically in SAP service delivery or application support. Experience managing global clients and large-scale SAP landscapes is essential.

Proficiency with ticketing tools such as ServiceNow and Jira is expected. Candidates should possess strong leadership, communication, and problem-solving skills.

The ability to manage high-pressure production environments and a proactive, AI-driven approach to service management are key attributes for success in this role.