An experienced SAP Service Delivery Manager is sought to lead SAP application support operations, service delivery governance, and stakeholder engagement. This role requires proven expertise in managing extensive SAP ECC/S4HANA environments, global support teams, and IT service management frameworks, ensuring strict adherence to SLAs, system stability, and fostering continuous improvement.

Join a dynamic team focused on delivering high-quality SAP service delivery management within a leading consulting entity.

Oversee day-to-day operations for SAP ECC and SAP S/4HANA landscapes, ensuring support delivery aligns with defined SLAs and quality standards. Manage L1, L2, and L3 support teams, monitoring system performance and stability. Drive critical incident, problem, and change management processes, including leading Major Incident Management calls and conducting Root Cause Analyses.

Govern SAP change, release, and deployment activities. Act as the primary liaison for business stakeholders and leadership, conducting regular service review meetings. Communicate system issues, risks, and performance metrics effectively to ensure high customer satisfaction. Leverage ITSM tools like ServiceNow and Jira, and explore AI-driven solutions for enhanced operational efficiency and incident reduction.

A minimum of 10 years in IT with a strong focus on SAP service delivery and application support, including 8+ years managing SAP AMS and production support. Essential experience includes handling large SAP ECC/S4HANA landscapes, global clients, and robust understanding of SAP support processes, SLA management, and service governance.

Proficiency in managing L1-L3 support teams, and expertise in Incident, Problem, Change, and Release Management. Experience leading Major Incident Management and conducting Root Cause Analysis is crucial. Familiarity with ITSM tools like ServiceNow and Jira is required. Excellent leadership, communication, and decision-making skills are necessary to manage high-pressure environments effectively.