This role involves leading SAP service delivery operations and ensuring the stability and continuous improvement of SAP landscapes. The ideal candidate will manage application support, service governance, and stakeholder relationships.

Key responsibilities include overseeing day-to-day SAP ECC and SAP S/4HANA operations, ensuring adherence to SLAs and KPIs, and managing global support teams across L1, L2, and L3 levels.

The position requires a strong understanding of IT service management processes, incident and problem resolution, and driving high customer satisfaction. Experience with ITSM tools and an openness to AI-driven operational enhancements are essential.

- Oversee daily operations for SAP ECC and SAP S/4HANA environments. - Ensure SAP application support meets defined SLAs and quality standards. - Manage L1, L2, and L3 SAP functional and technical support teams. - Monitor system performance, stability, and operational health. - Drive incident, problem, and change management processes. - Lead Major Incident Management and coordinate cross-functional resolution efforts. - Conduct Root Cause Analysis to implement preventive actions. - Govern SAP change, release, and deployment activities. - Serve as the primary contact for business stakeholders and leadership. - Conduct regular service review meetings and communicate operational metrics.

- Minimum 10 years of IT experience, with a significant focus on SAP service delivery and application support. - At least 8 years managing SAP service delivery, AMS, and production support. - Proven experience with SAP ECC and SAP S/4HANA landscapes, including global client and large-scale environments. - Strong grasp of SAP support processes, SLA management, KPIs, and service governance. - Expertise in managing SAP support teams and leading incident, problem, and change management. - Experience with ITSM tools like ServiceNow and Jira is crucial. - Excellent communication, leadership, and decision-making skills. - Familiarity with AI-driven approaches for SAP operations is beneficial.